Customer Experience Advisor at FNB Pretoria
FNB · Pretoria, Gauteng
Overview
FNB is hiring a Customer Experience Advisor for their Pretoria branch. You will be the friendly face customers meet first, guiding them to the right banking channels and making sure their visit is smooth and welcoming. This full time role is perfect for someone with 1 to 3 years of customer service experience who enjoys helping people and wants to grow within a major bank.
About the role
FNB is looking for a Customer Experience Advisor to join their Points of Presence team in Pretoria. As the first point of contact in the branch, you will welcome customers, understand what they need, and direct them to the correct channel, whether that is an eChannel, self service option, or a branch consultant.
Your day to day will involve:
- Greeting customers warmly and professionally as they enter the branch
- Quickly identifying what each customer needs and guiding them to the right support
- Managing the waiting experience and keeping the branch flow smooth
- Proactively spotting customers who may need extra help to avoid complaints
- Intervening when someone is at risk of leaving without being assisted
- Offering solutions like booking a ticket or showing customers how to use digital banking
- Building positive relationships with customers and colleagues
- Following FNB service standards to deliver excellent customer experiences
- Using resources responsibly and contributing to cost efficiency
- Learning continuously and improving your own performance
Application note: Applications close on 09/11/26 and will not be accepted on or after that date. Please submit your application before the closing date. You will apply on FNB's official careers site.
Requirements
- Minimum of Grade 12 or NQF Level 4 qualification
- Preferred: NQF Level 5 certificate in Banking, Business Management, or a related field
- 1 to 3 years of experience in client experience or value management within a customer facing service environment such as banking or a related field
- Strong understanding of customer experience principles and service excellence
- Comfortable guiding customers to digital and self service platforms
- Excellent communication and interpersonal skills
- Customer centric with a warm and approachable manner
- Proactive, attentive to customer needs, and solutions driven
- Patient, empathetic, and detail oriented
- 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
- Identify customers who may need additional support to prevent complaints
- 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
- Deliver customer service in line with quality standards and best practice
Benefits
Continuous learning and development, exposure to digital banking platforms and service innovation, supportive and inclusive team culture
Job details
- Organisation
- FNB
- Location
- Pretoria, Gauteng
- Job type
- Full time
- Experience level
- Junior (1+ years)
- Education
- Matric
- Category
- Customer Service
- Posted
- 2 November 2026 (5 days ago)
- Closing date
- 9 November 2026
- Application Method
- Apply online
Success Guide
When applying for this Customer Experience Advisor role at FNB, think about what makes great service. The advert focuses on welcoming people, solving their needs quickly, and guiding them to digital channels, so your CV should highlight any customer facing experience you have, especially in banking or a busy service environment. In an interview, expect questions about how you handle frustrated customers, how you would redirect someone to self service options, and how you keep a queue running smoothly. Be ready to give real examples. Also make sure you submit your application before 9 November 2026, as late applications will not be accepted. Good luck!
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