Job Description

To provide customers with excellent and prompt service through understanding their needs and to process complaints within agreed timelines

Perform root cause analysis and recommend solutions to remedy process breakdowns

Hello Future Customer Service Specialist (Complaints Management/Query Resolution)

Please note that this role is based at our Bank City office, Johannesburg.

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 team in FNB Commercial TxP, 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.

Are you someone who can:

Attend to Complaints Management and Client Experience function within the Commercial Segment, ensuring the effective resolution of client complaints and the continuous improvement of client experience

Execute and embed Client Experience standards and frameworks, driving a client-centric culture, and ensuring regulatory compliance

Deliver exceptional and high-quality service that exceeds customers' expectations through proactive, innovative and appropriate solutions

Plan for value-added process improvements, initiatives and services to deliver on operational strategy and objectives and continuously review objectives and goals

Continuously focus on providing optimal services and improving service delivery processes to meet or exceed customer expectations 

You will be an ideal candidate if you:

Have a completed Grade 12/Matric with an industry-related Diploma or equivalent qualification (preferably in Legal & Compliance)

Have a minimum of 4 to 5 years’ experience in financial services, with a strong focus on client service and complaints management

Have leadership experience, including managing teams and influencing cross-functional stakeholders

Have proven ability to execute client experience frameworks and manage service recovery

Have background in operational excellence, including process improvement and risk identification

You will have access to:

Opportunities to network and collaborate

A challenging working environment

Opportunities to innovate

We can be a match if you are:

Able to articulate information

Able to embrace change

Able to establish rapport with different stakeholders

Skilled in adopting practical approaches to query resolution

Apply now if you are interested in taking the next step. We look forward to engaging with you!

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.

09/10/25

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.