Service Consultant
Location: Gaborone, Botswana
Closing Date: February 4, 2025
Job Overview
FNB is seeking a Service Consultant to provide exceptional customer service across multiple channels, including face-to-face, telephonic, and online interactions. The successful candidate will be responsible for query resolution, processing customer requests, and ensuring customer satisfaction while maintaining efficiency and compliance with service standards.
Key Responsibilities
Customer Service & Query Resolution
-Deliver exceptional service by addressing customer needs professionally and efficiently.
-Engage with customers in a manner that aligns with FNB’s service standards.
-Resolve customer queries within agreed timelines, ensuring a seamless experience.
-Process customer requests accurately and efficiently, meeting service level agreements (SLAs).
-Keep up to date with banking products, policies, and procedures to provide accurate information.
-Maintain strong customer relationships by offering proactive and innovative solutions.
Operational Efficiency & Compliance
-Drive cost management and revenue recovery while ensuring operational efficiency.
-Improve cost-effectiveness within the approved budget by identifying areas for optimization.
-Ensure full compliance with governance, audit, and legislative requirements.
-Verify and ensure all operational tasks are completed in alignment with SLAs and documented processes.
-Process incoming customer requests with urgency while maintaining quality and accuracy.
Product & Business Strategy Support
-Maintain expert knowledge on banking products, including pricing, applications, and processing timelines.
-Assist with internal and external client queries related to banking services.
-Provide an efficient administration service, ensuring timely planning, reporting, and system updates.
-Work closely with internal teams and stakeholders to support business objectives.
-Identify and recommend process improvements to enhance service delivery and customer satisfaction.
Requirements
-Experience in customer service, banking operations, or financial services.
-Strong problem-solving skills with the ability to resolve queries efficiently.
-Excellent communication and relationship management skills.
-Ability to work under pressure and manage multiple requests with urgency and accuracy.
-Knowledge of banking systems, service processes, and compliance standards.
-A results-driven mindset with a focus on customer satisfaction and business growth.
HOW TO APPLY:
Additional Information
- Applications will not be accepted after February 4, 2025. Submit applications before the deadline.
- All appointments will be made in line with FirstRand Group’s Employment Equity plan.
- The Bank encourages applications from individuals with disabilities. Candidates may voluntarily disclose disability information, which will remain confidential unless required by law.
Join FNB and be part of a team committed to delivering world-class customer service. Apply today!