{"id":3317099,"url":"https://alion.io/job/firstrand-customer-experience-advisor-2","title":"Customer Experience Advisor","company":{"id":4436,"name":"FirstRand","domain":"firstrand.co.za","url":"https://alion.io/company/firstrand","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":100,"open_postings":12,"ghost_share":0,"stale_share":0.083,"repost_share":0,"time_to_fill_p50_days":11,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Paarl, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":9000,"max_usd":18500,"period":"year","method":"role_seniority_country_remote_cell","sample_n":9},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[],"status":"live","first_seen_at":"2026-10-26T00:00:00Z","employer_posted_date":"2026-10-26","last_verified_at":"2026-10-28T11:33:59Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Job Description\nTo provide excellent customer experience by welcoming customers, understanding their requirements, and managing the waiting experience by directing customers to the correct channels (eChannel’s and Self Service) based on customer centricity and customer experience best practiceHello Future Customer Experience Advisor\nWelcome to FNB, the home of the #changeables. We are a trusted partner, deeply invested in creating a better world by delivering innovative, integrated, and customer centric financial solutions.\nAs part of our FNB Points of Presence (POP) team, the Customer Experience Advisor plays a frontline role in shaping how customers experience FNB from the moment they enter the branch. This role focuses on welcoming customers, understanding their needs, managing the waiting experience, and directing customers to the most appropriate banking channels, including e-Channels and Self Service, based on customer centric best practice.\nThe Customer Experience Advisor ensures that every interaction is warm, efficient, and aligned to FNB’s service standards, helping customers get the support they need while optimising branch flow and operational efficiency.\nNow’s the time to imagine your potential in a role where first impressions truly matter.\nAre you someone who can?\nWelcome and engage customers entering the branch in a professional and friendly manner\nUnderstand customer requirements quickly and accurately to determine the correct support channel\nActively manage the customer waiting experience within the branch environment\nDirect customers to appropriate eChannels and SelfService options to meet their needs\nPrevent complaints by proactively identifying customers requiring additional support\nIntervene when customers are at risk of leaving the branch without being assisted\nOffer alternative solutions such as booking tickets or guiding customers to digital channels\nProvide exceptional customer service to external clients seeking banking or financial assistance\nBuild and maintain positive stakeholder relationships within the branch environment\nDeliver customer service in line with quality service standards and customer experience best practices\nEnsure operational excellence through consistent delivery of work processes according to defined standards\nContribute to cost efficiencies through responsible use of work-related resources\nOptimise own work through the application of learning and continuous improvement\nTeamwork, Growth & Continuous Improvement\nContribute positively to teamwork, inclusivity, and collaboration within the branch team\nIdentify opportunities to assess, improve, and develop personal performance\nActively seek feedback and apply learning experiences to improve service delivery\nDemonstrate adaptability and a willingness to learn as customer and business needs evolve\nQualification & Experience Requirement\nMinimum Qualification: Grade 12 / NQF Level 4\nPreferred Qualification: NQF Level 5 Certificate in Banking, Business Management, or related fields\nExperience: 1-3 years of experience in client experience and value management in a customer facing service environment like banking, or a related field\nYou will be an ideal candidate if you possess the following:\nStrong understanding of customer experience principles and service excellence\nComfort guiding customers to digital and self-service platforms\nExcellent communication and interpersonal skills\nYou will have access to:\nContinuous learning and development aligned to customer experience excellence\nExposure to digital banking platforms and service innovation\nA supportive, inclusive team culture focused on service quality\nYou can be a match if you are:\nCustomer centric with a warm, approachable manner\nProactive and attentive to customer needs\nConfident interacting with diverse customers\nPatient, empathetic, and solutions driven\nDetail oriented with a strong focus on service standards\nA collaborative team player\nCommitted to continuous learning and self-improvement\nApply now if you are ready to take the next step in your career as an FNB Points of Presence: Customer Experience Advisor, helping to shape exceptional first impressions and seamless customer journeys.\nAll appointments will be made in line with FirstRand Group’s Employment Equity Plan. The Bank supports the recruitment and advancement of individuals with disabilities. Candidates may disclose disability information on a voluntary basis. This information will be kept confidential unless required by law.\nImportant Closing Date Note\nTake note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.\n03/11/26All 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. 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