Client Service Priority Consultant at FNB
FNB · Johannesburg, Gauteng
Overview
FNB is hiring a Client Service Priority Consultant in Johannesburg to give top-tier, speedy service to their priority banking clients. You will handle queries across various channels, resolve issues fast, and work with internal teams to keep clients happy. This full-time role is perfect for someone with a BCom in Business Administration and 4 to 5 years of client service experience who wants to grow with South Africa's top financial services employer.
About the role
What you will be doing:
- Be the main point of contact for Priority Clients, giving them personalised and fast service through different communication channels.
- Prioritise incoming queries and requests from Priority Clients, making sure they get swift responses and timely resolutions.
- Anticipate what clients need and proactively sort out potential issues before they become problems.
- Spot chances to cross-sell or upsell based on what clients need and prefer.
- Work with internal stakeholders like product specialists and relationship managers to speed up solutions and create seamless client experiences.
- Speak up for Priority Clients within the organisation, escalating issues and pushing for solutions that fit client expectations and company policies.
- Keep an eye on SLAs and performance metrics to track response times and service quality, and find ways to improve.
- Do regular check-ins with Priority Clients to get feedback, address concerns, and find ways to better their experience.
- Team up with different teams to simplify processes, remove bottlenecks, and make serving priority clients more efficient.
Application notes: Applications must be submitted before the closing date of 11 November 2026. Late applications will not be accepted. FirstRand Group follows an Employment Equity plan, and candidates with disabilities are encouraged to disclose their disability information voluntarily. The bank keeps this information confidential.
Requirements
- Bachelor of Commerce in Business Administration.
- 4 to 5 years of experience in Client Services Support and Delivery.
Responsibilities
- Be the primary point of contact for Priority Clients, delivering personalised and expedited service through various communication channels.
- Prioritise incoming inquiries and requests from Priority Clients, ensuring swift resolution and timely responses.
- Anticipate client needs and proactively address potential issues or concerns.
- Proactively identify opportunities to cross-sell or upsell based on client needs and preferences.
- Liaise with internal stakeholders, including product specialists and relationship managers, to expedite solutions and ensure seamless client experiences.
- Advocate for Priority Clients within the organisation, escalating issues and advocating for solutions that align with client expectations and company policies.
- Monitor SLAs and performance metrics to track response times and service quality, identifying opportunities for improvement.
- Conduct regular check-ins with Priority Clients to gather feedback, address concerns, and identify opportunities to enhance the client experience.
- Collaborate with cross-functional teams to streamline processes, eliminate bottlenecks, and optimise efficiency in serving priority clients.
- Stay informed about industry trends and market developments to anticipate client needs and recommend relevant solutions.
- Handle escalations from other client service representatives, providing guidance and support to ensure timely resolution and client satisfaction.
- Document client interactions, inquiries, and resolutions accurately in the relevant system, maintaining comprehensive records for future reference and analysis.
- Participate in training and development programmes to enhance product knowledge, communication skills, and service delivery capabilities.
Benefits
Opportunities to network and collaborate, challenging work, opportunities to innovate
Job details
- Organisation
- FNB
- Location
- Johannesburg, Gauteng
- Job type
- Full time
- Experience level
- Mid (4+ years)
- Education
- Bachelor
- Category
- Customer Service
- Posted
- 3 November 2026 (4 days ago)
- Closing date
- 11 November 2026
- Application Method
- Apply online
Success Guide
When applying for this Client Service Priority Consultant role at FNB, make sure your CV clearly shows your BCom in Business Administration and your 4 to 5 years of experience in client services support and delivery. Highlight examples where you have handled priority clients, resolved queries quickly, or worked with internal teams to improve service. In your cover letter, explain why you enjoy working with priority clients and how you stay calm under pressure. Prepare for interview questions about how you prioritise tasks, deal with difficult clients, and use SLAs to measure your work. Also be ready to discuss cross selling or upselling opportunities. Remember to submit your application before 11 November 2026. Good luck!
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