About Company
FNB, a division of FirstRand Bank Limited, is one of South Africa’s largest banks, with a history stretching back over 180 years. We have built a reputation for innovation, customer-centricity, and a steadfast commitment to empowering our customers. As a leading financial services provider, we offer a comprehensive range of banking products and services to individuals, businesses, and corporates across the continent. At FNB, we are passionate about making a tangible difference in the lives of our customers and the communities we serve. Our success is fundamentally driven by our talented, diverse, and dedicated workforce. We pride ourselves on fostering an inclusive environment where our employees can thrive, grow their careers, and contribute meaningfully to our shared vision of financial excellence and innovation.
Job Description
Are you a highly motivated and empathetic individual with an innate passion for problem-solving and a genuine desire to help others? Do you excel in a dynamic, fast-paced environment and possess the self-discipline and organizational skills required to work effectively from the comfort and convenience of your own home? FNB is actively seeking dedicated and compassionate Remote Customer Service Representatives to join our vibrant and supportive team in Soweto, Gauteng. In this pivotal role, you will serve as the primary point of contact for our valued customers, providing exceptional support, insightful guidance, and tailored solutions across our diverse range of banking products and services. This position transcends merely answering calls; it’s about building lasting trust, resolving complex inquiries efficiently, and ensuring that every customer interaction reinforces their confidence and loyalty in FNB. We are looking for individuals who are not only articulate, tech-savvy, and resourceful but also possess an unwavering commitment to delivering an outstanding customer experience, all while enjoying the flexibility and autonomy of a remote work arrangement. Join us and become an integral part of a team that is continually redefining banking through unparalleled service excellence and groundbreaking innovation.
Key Responsibilities
- Efficiently handle a high volume of inbound and outbound customer calls, as well as digital inquiries (email, chat) in a professional, courteous, and timely manner.
- Provide accurate information, expertly resolve customer queries, and assist customers comprehensively with their banking needs, including account inquiries, transaction assistance, product information, and technical support.
- Proactively identify and assess customers' needs to ensure complete satisfaction and strategically recommend relevant FNB products or services where appropriate.
- Meticulously maintain detailed and accurate records of all customer interactions and transactions within our CRM system.
- Rigorously follow all communication procedures, company guidelines, and regulatory policies.
- Collaborate effectively with internal teams and departments to resolve complex customer issues and escalate unresolved matters to appropriate channels when necessary.
- Continuously strive to meet and exceed personal and team performance metrics, key performance indicators (KPIs), and stringent customer service standards.
- Actively participate in ongoing training and development programs to stay updated on product knowledge, service enhancements, and industry best practices.
- Ensure strict compliance with all banking regulations, internal policies, and data protection protocols.
Required Skills
- Minimum of 1 year of proven experience as a Customer Service Representative or in a similar client-facing role.
- Exceptional verbal and written communication skills in English (proficiency in an additional official South African language is a significant advantage).
- Strong active listening capabilities, critical thinking, and advanced problem-solving abilities.
- Demonstrated ability to empathize with customers, maintain composure, and effectively defuse challenging situations.
- Proficiency in using CRM systems and comfortable with various digital communication tools and platforms.
- Outstanding organizational skills, meticulous attention to detail, and a proactive approach to tasks.
- Ability to work independently, manage time effectively, and maintain high productivity in a remote setting.
- A stable, high-speed internet connection (minimum 10 Mbps download/5 Mbps upload) and a dedicated, quiet, and ergonomic home workspace.
- High school diploma or equivalent.
Preferred Qualifications
- Post-matric qualification (e.g., Diploma or Degree) in Business Administration, Finance, or a related field.
- Previous experience working within the banking or broader financial services industry.
- Demonstrated experience with remote work environments and familiarity with associated collaboration technologies.
- Familiarity with FNB's extensive range of products and services.
- Fluency in an additional official South African language (e.g., isiZulu, Setswana, Xhosa, Afrikaans).
Perks & Benefits
- Competitive monthly salary commensurate with experience and performance.
- Comprehensive health and wellness benefits package, including medical aid and life insurance.
- Robust retirement savings plan contributions.
- Exceptional opportunities for career growth, professional development, and internal advancement within a leading financial institution.
- Access to FNB's extensive employee assistance programs and wellness initiatives.
- Performance-based incentives and annual bonuses.
- Exclusive employee banking benefits and generous discounts on FNB products and services.
- The unparalleled flexibility and convenience of a fully remote work model, allowing for a better work-life balance.
How to Apply
If you are a highly motivated individual eager to contribute your skills to a customer-focused team from the comfort of your home in Soweto, we strongly encourage you to apply! Please click on the application link below, which will seamlessly direct you to our official FNB careers portal. Ensure your resume/CV is thoroughly updated and prominently highlights your customer service experience, exceptional communication skills, and proven capabilities in a remote work environment. We eagerly look forward to reviewing your application!