FNB Call Centre Agents (X5 Posts) 2025
Location: Randburg, Gauteng
Job Type Classification: Permanent
Closing Date: Not Specified
Salary: market related
About FNB
Welcome to First National Bank (FNB) – home of the #changeables.
At FNB, innovation is more than a slogan — it’s a mindset. We’re a team of diverse, forward-thinking individuals who continuously shape the future of banking in South Africa and beyond. We thrive on creativity, collaboration, and curiosity.
Our purpose is to help people help themselves by designing products and experiences that make everyday banking smarter, faster, and more human. As part of the FirstRand Group, FNB is driven by excellence, inclusion, and meaningful change in everything we do.
Now is your chance to join a team that values bold ideas, rewards initiative, and supports your personal and professional growth.
Purpose of the Role
The Call Centre Agent serves as the first point of contact for FNB customers via telephone and digital channels. This role is essential in maintaining customer satisfaction by providing accurate product information, resolving queries efficiently, and ensuring every customer interaction reflects FNB’s commitment to exceptional service.
The successful candidate will handle inbound and outbound calls, assist customers with product-related queries, and contribute to the overall effectiveness of the call centre operations.
This position is ideal for someone who is customer-focused, detail-oriented, and thrives in a dynamic, fast-paced environment.
Key Responsibilities
1. Customer Service Excellence
- Provide world-class customer service by responding to telephonic and digital queries in a professional, courteous, and efficient manner.
- Ensure all customer interactions align with FNB’s communication standards and service protocols.
- Resolve customer concerns quickly, maintaining professionalism and empathy throughout the interaction.
- Accurately capture and update client information on FNB systems such as Hogan and the Call Centre CRM.
- Follow up on outstanding queries to ensure complete customer satisfaction.
2. Product Knowledge and Sales Support
- Maintain up-to-date knowledge of FNB’s products, pricing structures, and application procedures.
- Provide customers with accurate and relevant product information to assist in decision-making.
- Identify cross-selling or upselling opportunities that align with customer needs and FNB’s business goals.
- Proactively promote suitable banking products and services to meet monthly targets while maintaining compliance standards.
3. Compliance and Risk Management
- Adhere to all governance and audit requirements in line with the Financial Advisory and Intermediary Services Act (FAIS) and other legislative frameworks.
- Ensure data privacy and confidentiality are upheld in accordance with POPIA (Protection of Personal Information Act).
- Manage customer data responsibly and ensure accuracy in all administrative activities.
- Identify and escalate potential fraud risks or suspicious activity following FNB’s internal protocols.
4. Operational Efficiency
- Handle a high volume of calls while maintaining quality and professionalism.
- Contribute to improving the efficiency of the Call Centre by identifying process gaps and suggesting improvements.
- Manage time effectively to balance customer interaction, administration, and reporting duties.
- Ensure all issues or feedback arising from client interactions are recorded accurately on CRM systems.
- Deliver operational reports and updates to supervisors and management to support decision-making.
5. Collaboration and Teamwork
- Work closely with fellow agents, supervisors, and other internal departments to ensure seamless service delivery.
- Participate in team meetings, training sessions, and performance reviews to enhance skills and knowledge.
- Share insights and best practices with peers to promote a culture of collaboration and mutual success.
- Support new team members by providing guidance and assisting in knowledge transfer.
Minimum Requirements
- Education: NQF Level 5 qualification (essential).
- Experience: 1–2 years of experience in a Call Centre or customer service environment (essential).
- Exposure to Hogan and/or CRM systems (advantageous).
- Clear credit and criminal record (as per banking industry requirements).
- Strong computer literacy, particularly in Microsoft Office and digital systems.
Competencies and Attributes
Technical Skills:
- Excellent telephone etiquette and communication skills (verbal and written).
- Knowledge of banking products, account management, and digital banking channels.
- Ability to multitask across multiple systems while maintaining accuracy.
- Problem-solving and analytical ability in handling client queries.
Behavioural Attributes:
- Customer-focused with a strong sense of accountability.
- Adaptable and able to thrive in a fast-changing environment.
- Emotionally intelligent, with the ability to remain calm under pressure.
- Detail-oriented, organized, and deadline-driven.
- Team-oriented with a willingness to learn and grow.
Performance Orientation:
- Consistently meets or exceeds performance targets.
- Proactively identifies opportunities to improve service delivery and efficiency.
- Takes ownership of outcomes and follows through on commitments.
What You’ll Gain at FNB
By joining FNB, you’ll become part of an award-winning institution known for innovation and excellence in banking. We offer:
- Professional Growth: Opportunities to learn from industry experts and expand your career within the FirstRand Group.
- Innovation Culture: A collaborative and agile environment where creativity is encouraged.
- Learning & Development: Access to ongoing training programs to enhance technical and personal skills.
- Inclusive Workplace: FNB embraces diversity and ensures equal opportunities for all employees.
- Purpose-Driven Work: Make a meaningful impact by helping customers manage their finances and improve their lives.
Employment Equity Commitment
FNB is an equal opportunity employer committed to diversity, equity, and inclusion. All appointments will be made in accordance with the FirstRand Group Employment Equity Plan.
Candidates with disabilities are encouraged to apply and may voluntarily disclose relevant information to enable FNB to provide reasonable accommodation where required. All disclosed information will be treated confidentially in line with data protection laws.
How to Apply
To apply for this position:
- Visit the FNB Careers Portal at www.fnb.co.za/careers.
- Search for Call Centre Agent – FNB HSL (Ref: FNB/CC/HSL/2025).
- Complete the online application form and upload a detailed CV, copies of qualifications, and identity documentation.
Note: Applications close on 29 October 2025.
Late or emailed submissions will not be considered.
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