First National Bank (FNB): Call Centre Agents

The Call Centre Agent will be required to work on voice calls, queries and secure chat based on workload and resourcing across the different channels. 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.

Responsibilities:

• Long relevant queries for investigations when FCR is not possible.
• Manage client’s expectations in terms of timelines for resolution.
• Manage turnaround times on queries logged.
• Obtain a 9+ OSTY rating based on service provided.
• Maintain service level by remaining available to answer calls according to scheduled times.
• Maintain service level by remaining available to answer calls/chats and knowledge query work items accordingly.
• Maintain scope of knowledge relating to the eBucks reward program, FNB’s product offerings, eBucks campaign.
• Query management.
• Query work item vetting and assigning and management of out of office intrays.
• Query turnaround time management.
• Daily management of outstanding work items.
• Escalation of outstanding work items.
• Sharing of complaints management processes and best practices.

Requirements:

• Minimum Qualification - Grade 12 / Matric    
• Good customer service experience.

Skills and Competencies:

• Curious & courageous - you are driven by always wanting to know more and learn more and you are brave enough to
• Obsessed with mastery - you know what it takes to become good at what you do and are constantly pushing yourself to do it.