Exciting Career Opportunity: Call Centre Agents at First National Bank (FNB)

First National Bank (FNB), one of South Africa’s leading financial institutions, is actively seeking dynamic individuals for the role of Call Centre Agents.

This is an excellent opportunity for those eager to advance their careers in a thriving and supportive environment. The following details outline the available positions, the expectations for potential candidates, and the benefits of joining FNB’s vibrant team.

Location and Application Deadline

Location: Johannesburg, South Africa
Closing Date: 28 August 2024

FNB is located in Johannesburg, a bustling city renowned for its economic opportunities and cultural diversity. If you are looking to make a significant impact in the financial sector and thrive in a high-energy environment, this is your chance to join a leading institution.

Role Overview

As a Call Centre Agent at FNB, you will play a crucial role in managing voice calls, queries, and secure chats. The position requires a proactive approach to addressing client needs and ensuring timely resolutions. Your responsibilities will be pivotal in maintaining the high standards of service that FNB is known for.

Key Responsibilities

Investigate Long-Standing Queries: When First Call Resolution (FCR) is not achievable, you will be responsible for conducting thorough investigations into long-standing queries.
Manage Client Expectations: Effectively communicate with clients regarding timelines for query resolution, ensuring they are informed and satisfied with the service provided.
Handle Turnaround Times: Monitor and manage the turnaround times on logged queries to ensure prompt responses and resolutions.
Achieve High Service Ratings: Aim for a 9+ OSTY rating based on the quality of service delivered, reflecting your commitment to excellence.
Maintain Service Availability: Adhere to scheduled times for answering calls and chats, ensuring consistent availability to address client needs.
Manage Knowledge Base: Stay well-versed in FNB’s product offerings, the eBucks reward program, and related campaigns to provide accurate and helpful information.
Query Management: Oversee query management, including vetting, assigning, and handling out-of-office intrays. Manage turnaround times and escalate outstanding issues as necessary.
Share Best Practices: Contribute to the development and sharing of complaints management processes and best practices within the team.

Qualifications and Requirements

To be considered for this position, candidates must meet the following requirements:

Minimum Qualification: Grade 12 / Matric
Customer Service Experience: Proven experience in providing exceptional customer service is essential.

Skills and Competencies

Successful candidates will demonstrate the following attributes:

Curiosity and Courage: A strong desire to continuously learn and grow, coupled with the bravery to tackle challenges head-on.
Mastery Obsession: A commitment to mastering your role by consistently pushing your boundaries and striving for excellence.

Why Join First National Bank (FNB)?

FNB offers a unique working environment characterized by its diversity, talent, and adaptability. As a part of the FNB team, you will benefit from:

A Supportive Culture: Work alongside diverse and talented colleagues who are committed to personal and professional development.
Career Growth Opportunities: Access to resources and training that support your career progression and help you achieve your professional goals.
Innovative Work Environment: Engage in an adaptable and dynamic setting that fosters curiosity and continuous improvement.

How to Apply

To apply for the Call Centre Agent positions at FNB, please submit your application online through the FNB career portal before the closing date. Ensure your application highlights your relevant experience, skills, and enthusiasm for the role.

For more detailed information on how to apply and to explore other career opportunities at FNB, please visit the official FNB Careers Page.

This is an exciting opportunity for individuals who are passionate about delivering top-notch customer service and looking to build a career with one of South Africa’s premier banks. If you meet the qualifications and are driven by a desire to excel, we encourage you to apply for the Call Centre Agent positions at FNB.

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