Customer Experience Advisor - Digital & Self Service

• Provide a positive customer experience by being helpful and sensitive to customer needs; provide product solutions and direct customers to the correct channel (eChannels and Self Service) while adhering to policy and process.
• Connect with customers by living up to our brand promise of how we can help you at all times.
• Converse with customers in a way they fully understand and provide helpful solutions and products based on their needs.
• Always conduct oneself in an ethical manner and adhere to the TCF (Treating Customer fairly) principles in all actions.
• Identify and sell or cross sell products aligned to customer needs.
• Maximise channel optimisation opportunities aligned to customer needs.
• Ensure activities support cost containment and reduction.
• Optimise every customer interaction to migrate or convert customers to eChannels or encourage use of digital and self service channels.
• Always comply with procedures and processes contained in the relevant business guidelines and understand the risk associated with decisions.
• Fulfil transactions above the benchmark set and provide an exceptional customer experience.
• Demonstrate behaviour in support of the organisational values.
• Take accountability for own performance, personal and career development.
• Improve knowledge and competencies by completing training specific for the role as per eCareers.
• Contribute to the overall effectiveness and success of the team.
• Maintain an ability to adapt to ever changing business and customer needs.

Application Closing Date: 30/06/26.

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. Candidates may disclose disability information voluntarily; the Bank will keep this confidential unless required by law to disclose.

If you have any queries, please log it via MyQ.