Service Consultant โ FNB (Botswana) โ Apply by 11 July 2025
Job Opportunity: Service Consultant โ FNB (Botswana) โ Apply by 11 July 2025
Location: Gaborone, Botswana
Position: Service Consultant
Contract Type: Full-Time
Closing Date: 11 July 2025
Requisition ID: R36105
Overview:
FNB Botswana is seeking a dynamic and customer-focused Service Consultant to join its team in Gaborone. The successful candidate will be responsible for delivering outstanding service to customers across various channels, including face-to-face and telephonic interactions. This role requires someone who is solution-oriented, responsive, and professional, with a deep understanding of client needs and banking processes.
Key Responsibilities:
- Provide professional customer service by resolving queries, processing requests, and managing expectations efficiently.
- Engage with customers across multiple channels in line with service standards.
- Ensure customer needs are understood and addressed with appropriate solutions.
- Process customer requests accurately and within required timelines.
- Maintain expert knowledge of products, services, pricing, and processing timelines.
- Manage customer queries and follow up until resolution within set SLA standards.
- Monitor and reduce costs while maximizing revenue and profitability.
- Build and maintain relationships with internal and external stakeholders.
- Stay informed of changes in the banking environment, especially within Mortgage Lending.
- Provide timely administrative support and ensure accurate updates to customer-related systems.
- Prioritize and process incoming requests, maintaining urgency and quality of service.
- Support the translation of business strategies into actionable goals and initiatives.
- Ensure compliance with governance, audit, and legislative requirements.
- Verify and complete all operational tasks in accordance with documented processes and SLA commitments.
Requirements and Skills:
- Strong customer service orientation and interpersonal skills.
- Ability to handle customer queries with professionalism and empathy.
- Excellent communication, organization, and administrative capabilities.
- Knowledge of banking products and services, especially in mortgage lending.
- Ability to manage multiple tasks with attention to detail and time sensitivity.
- Understanding of service-level agreements, compliance, and internal controls.
- Problem-solving mindset and a proactive approach to service delivery.
Why Join FNB:
- Opportunity to work in a reputable and innovative financial institution.
- Exposure to a dynamic, client-driven banking environment.
- Supportive culture that values collaboration, service excellence, and personal growth.
- Opportunities to contribute to strategic initiatives and drive meaningful impact.
APPLICATION PROCESS
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