Customer Experience Advisor at FNB in Cape Town
FNB · Cape Town, Western Cape
Overview
FNB is looking for a friendly Customer Experience Advisor to be the welcoming face of their Cape Town branch. You will greet customers, understand what they need, and guide them to the right banking channels, including digital and self service options. This full time role is perfect for someone with 1 to 3 years of customer facing experience who enjoys helping people and making a great first impression.
About the role
FNB is hiring a Customer Experience Advisor to join their Points of Presence team in Cape Town. In this frontline role, you will be the first person customers meet when they walk into the branch, so you will play a big part in shaping how they feel about the bank.
Your day to day work will involve welcoming customers, finding out what they need, and directing them to the best channel for their query, whether that is a self service option, an eChannel, or a branch consultant. You will also keep an eye on the waiting area, helping people who might need extra support and stepping in before small frustrations turn into complaints.
Application note: Applications must be submitted online through FNB's official careers portal before the closing date. Late applications will not be accepted.
Requirements
- Minimum Grade 12 or NQF Level 4 qualification
- NQF Level 5 certificate in Banking, Business Management, or a related field is preferred
- 1 to 3 years of experience in client experience and value management within a customer facing service environment such as banking
- Strong understanding of customer experience principles and service excellence
- Comfortable guiding customers to digital and self service platforms
- Excellent communication and interpersonal skills
- Warm, approachable, and customer centric manner
- Proactive, patient, empathetic, and solutions driven
- Detail oriented with a focus on service standards
- Collaborative team player committed to continuous learning
Responsibilities
- Welcome and engage customers entering the branch in a professional and friendly manner
- Understand customer requirements quickly and accurately to determine the correct support channel
- Actively manage the customer waiting experience within the branch environment
- Direct customers to appropriate eChannels and self service options to meet their needs
- Prevent complaints by proactively identifying customers who require additional support
- Intervene when customers are at risk of leaving the branch without being assisted
- Offer alternative solutions such as booking tickets or guiding customers to digital channels
- Provide exceptional service to external clients seeking banking or financial assistance
- Build and maintain positive stakeholder relationships within the branch environment
- Contribute to cost efficiencies through responsible use of work related resources
- Contribute positively to teamwork, inclusivity, and collaboration within the branch
Benefits
Continuous learning and development aligned to customer experience excellence, exposure to digital banking platforms and service innovation, supportive and inclusive team culture focused on service quality
Job details
- Organisation
- FNB
- Location
- Cape Town, Western Cape
- Job type
- Full time
- Experience level
- Junior (1+ years)
- Education
- Matric
- Category
- Customer Service
- Posted
- 6 November 2026 (1 day ago)
- Closing date
- 14 November 2026
- Application Method
- Apply online
Success Guide
This is a great entry point into banking if you enjoy working with people. FNB is big on customer experience, so when you apply, make sure your CV shows real examples of times you helped a customer or solved a problem face to face. In an interview, expect questions about how you would handle a frustrated customer or guide someone who is nervous about using a digital banking app. Brush up on FNB's digital banking options like the app and online banking so you can speak confidently about them. Also remember to submit your application on FNB's own careers portal before 14 November 2026, and double check that your Grade 12 certificate is attached. Good luck!
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