Summary
Date Posted: Wednesday, February 12 2025, Base Salary: Not Disclosed

JOB DETAILS:
Job Description
To provide customers with appropriate self service solutions and develop enduring and rewarding relationships through great sales and service experiences. Customers will be serviced promptly, through understanding their needs and selling and cross selling FNB solutions correctly whilst applying the FNB Golden Rules and adhering to Banking Channels values
• Maximise transactional flows and revenue by cross selling other products, i.e. Mobile banking, Banking APP, Online Banking etc
• Achievement of Migration Targets using product and technical knowledge
• Manage the growth of customer self-service utilisation to increase client migration to eChannels and eRevenues
• Handling of any incoming client queries (internal & external client) within SLA for all electronic banking products including ATM eWallet queries
• Log queries on applicable systems e.g. Care
• Provide support to clients for OB, & Mobile Banking
• Reset client passwords for OB as per Golden Rules
• Escalate queries to Online Client support
• Provide feedback to clients within agreed SLA
• Engage with the customers in a professional way as specified in the service standards
• Work together with branches to build and maintain enduring and rewarding relationships with customers
• Ensure Banks Brand values are practised
• Actively drive Consumer digital sales
• Provide the customers with all information required to make an informed decision
• Help the customers understand how best to use the bought solutions and ensure that customers are served promptly & efficiently.
• Make the customer aware of security information that will assist them in keeping their money safe
• Guide and educate clients on the different eChannels available suited for their needs
• Deliver exceptional service that exceeds customers’ expectations through proactive, innovative and appropriate solutions
• Manage new clients by providing training, orientation, navigation and registration to different eChannels
• Keep up to date with daily changes in technical specification and pricing of devices
• Identifying product enhancement requirements
• Escalate reported fraud trxns to Online Fraud centre
• Recommendation to improve service and processes
• All administrative tasks related to Electronic Banking products eg: ZOB, ZBI and Mobile registrations, reactivation requests, limit changes etc
• Action prepaid queries and liaise with the respective service providers (i.e Airtel, MTN, Zamtel, DSTV)
• Maintain existing clients functionality on OB and perform
Education Requirement: No Requirements

Job Experience: No Requirements

Work Hours: 8

Experience in Months:

Level of Education:

Job application procedure
Job Details
• Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.
• 19/02/25
• All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties
• To apply for this job please visit firstrand.wd3.myworkdayjobs.com.

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