Call Centre Agent
FNB is inviting applications for a Call Centre Agent position within its Commercial National Sales and Service team in Randburg, Gauteng. The successful candidate will be responsible for assisting customers, resolving queries and complaints, and delivering exceptional customer service through telephone, email and live chat channels. This role requires someone with strong communication and analytical skills, attention to detail, and experience in customer service or call centre operations within the financial services industry. Joining FNB also provides an opportunity to work in a collaborative environment with opportunities for personal and professional growth.
Department: FNB Commercial National Sales and Service
Location: Randburg, Gauteng
Job Type: Full-Time
Minimum Education: Matric / Grade 12
Additional Qualification: NQF Level 5
Experience: At least 1 year in call centre/customer service within the financial services industry
Closing Date: 12 November 2026
Minimum Requirements
To be considered for this position, applicants should have:
- Matric / Grade 12.
- An NQF Level 5 qualification.
- At least 1 year of experience in call centre or customer service within the financial services industry.
Key Duties and Responsibilities
The successful candidate will be expected to perform the following duties:
Customer Service and Query Resolution
- Address customer needs to meet or exceed customer expectations.
- Build positive customer relationships through service excellence.
- Resolve customer dissatisfaction and complaints by taking ownership of problems.
- Deliver exceptional service in line with relevant Service Level Agreements (SLAs).
- Provide appropriate solutions to customer queries.
Communication and Follow-Ups
- Respond to customer queries received through telephone, email and live chat.
- Ensure customer queries are fully resolved.
- Follow up with customers where other stakeholders are responsible for resolving queries.
- Make outbound operational calls to request outstanding documentation or follow up on incomplete queries.
Operational and Compliance Responsibilities
- Adhere to work schedules and complete assigned tasks.
- Comply with governance and compliance standards.
- Identify and escalate risks as part of normal work activities.
- Escalate problems for investigation and resolution.
- Plan and schedule activities to improve service delivery.
Teamwork
- Contribute to a culture of service excellence.
- Work collaboratively with colleagues.
- Demonstrate teamwork and a commitment to achieving team objectives.
Required Skills and Competencies
FNB is looking for candidates who demonstrate the following qualities:
- Analytical thinking.
- Strong attention to detail.
- Excellent communication skills.
- Customer service orientation.
- Ability to resolve customer complaints.
- Ability to work effectively in a team.
What FNB Offers
Successful candidates will have access to:
- An innovative working environment.
- Opportunities for personal and professional growth.
- Collaborative teams.
Employment Equity
All appointments will be made in line with FirstRand Group’s Employment Equity Plan. FNB supports the recruitment and advancement of individuals with disabilities. Candidates may voluntarily disclose disability information during the application process. The bank states that this information will remain confidential unless disclosure is required by law.
How to Apply
Interested candidates should submit their applications online through the official FirstRand recruitment platform. Applicants are encouraged to submit their applications before the closing date. FNB has indicated that applications will not be accepted on the closing date or afterwards.
Disclaimer
Q-Careers shares job opportunities to help South African job seekers discover employment opportunities. We are not the employer or recruitment agency responsible for this vacancy. All applications must be submitted through the official application process provided by the employer. Applicants are encouraged to verify the vacancy details and requirements before applying. Q-Careers will never ask applicants to pay money in exchange for a job opportunity.
Closing Date: 12 November 2026
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