FirstRand Call Centre Agent

Job Description

Hello future Call Centre Agent,

FNB Introduction

Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen.

As part of our FNB Retail, Home and Structured Lending, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious. Now’s the time to imagine your potential in a team where experts come together and ignite effective change.

Are you someone who can:

 Provide customers with exceptional service by ensuring that they are served promptly, understanding their needs and processing their requests. Deliver individual results through personal effort and skill. Build and maintain strong relationships with our internal and external stakeholders. 

• Telephonic communication with client base to provide accurate product information in line with standards protocols.
• Drive significant growth and profitability in the context of cost management.
• Manage costs / expenses within approved budget to achieve cost efficiencies.
• Deliver exceptional service that exceeds customers’ expectations through proactive, innovative and appropriate solutions.
• Resolve all customer queries efficiently, and within agreed timelines.
• Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant product and service targets.
• Ensure all communications with clients are professional, resulting in compliments.
• Ensure client investigation deadlines are met and consultant keeps the client continually in the loop.
• Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information.
• Comply with governance in terms of legislative and audit requirements.
• Ensure efficiency of service productivity and performance in Call Centre.
• Ensure that all issues or feedback arising out of client contact be accurately recorded on the CRM system.
• Report on required Call Centre activities and deliveries to improve business results.

You will be an ideal candidate if you: 

• Have an NQF level 5
• 1 to 2 year’s related experience
• Exposure to Hogan and/or Call Centre CRM Systems

You will have access to: 

• Opportunities to network and collaborate.
• Challenging Working
• Opportunities to innovate.

 We can be a match if you are: 

• Curious & courageous – you’re driven by always wanting to know more and learn more and you’re brave enough to
• Obsessed with mastery – you know what it takes to become good at what you do and are constantly pushing yourself to do it

#Post

#Fnb

#LI-ZN2

 Thank you for your interest in joining our talent community. Please note that this advertisement is not for an active vacancy, and as such you will not receive a decline notice or status update immediately. We are currently gathering applications to build a talent pool for future opportunities. By submitting your application, you will be considered for similar roles that may become available. We appreciate your interest and look forward to potentially working with you in the fu

Application Closing Date06/05/25

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.