Job Description

Hello Future Client Experience Ambassador for FNB nav

Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen.

As part of our talent team, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious. Now’s the time to imagine your potential in a team where experts come together and ignite effective change.

Overview of the role and requirements:

• To create win-win situations with customers through resolving customer queries and/or complaints in order to retain the relationship
• Assisting customers on inbound, Care, SecureChat and Outbound
• Supporting multiple teams within NAV including Instant Accounting Solutions and NAV Marketplace
• Must be able to navigate between different systems 
• Accounting background / qualification will be an advantage
• Extensive experience in a client facing role

You will be responsible for:

• Demonstrate cost consciousness and awareness of personal contribution to costs and productivity Identify and escalates potential risks that may lead to increased costs
• Prevent wastage and identify process improvements to contain and reduce costs
• Establish relationships with relevant individuals and departments to deliver on work expectations
• Adhere to relevant service level agreements to build trust in the relationship
• Investigate new ways to optimise processes
• Flag opportunities to migrate to platform and supports the use of technology in process and system improvements
• Draw on knowledge and experience to identify and develop solutions that lead to improved service delivery and quality
• Execute own work in accordance with the organisational values and code of ethics
• Comply with and adhere to identified governance and compliance standards and escalate problems for investigation and resolution
• Identify and escalate risk as normal part of work
• Produce high quality work by adhering to predefined standards and procedures and in accordance with compliance and governance standards
• Work with enhanced processes and procedures to maintain operational efficiencies
• Deliver work in an accurate manner to ensure consistent results
• Draw on knowledge and experience to identify and develop solutions that leads to improved service delivery and quality
• Adhere to quality standards, turnaround times and Company policies and procedures
• Complete relevant administration, reporting and updating of information accurately and on time
• Provide timeous reports on operations, performance and audit findings
• Report on transactional activity progression within set guidelines to provide timely information for decision making in area of accountability
• Seek out regular performance feedback and put actions in place to improve and enhance performance Identify activities to address own development gaps
• Create own personal development plan and review plan with team leader or manager
• Understand which competencies and skills are required to be mastered to ensure personal development and performance
• Keep abreast of learning opportunities, changing products and trends

What you will need:

• 3+ years' experience in a client facing role

We can be a match if you can:

• Strong communication and interpersonal skills.
• Able to work under pressure
• Good stakeholder engagement

You will have access to:

• Opportunities to network and collaborate.
• Challenging Work.
• Opportunities to innovate.

Are you interested to take the step? We look forward to engaging with you further. Apply now!

Job Details

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.

27/08/25

All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.