Call Centre Agent – Johannesburg

About the role

First National Bank (FNB) is seeking a part‑time Call Centre Agent in Johannesburg to handle inbound and outbound customer interactions across phone, email and live chat. The role focuses on delivering professional, customer‑focused service while adhering to the bank’s standard operating procedures.

Key responsibilities

• Manage inbound enquiries, listen to customer concerns and provide accurate information.
• Make outbound calls to request missing documentation or follow up on pending requests.
• Respond to digital communications (email and live chat) and work towards complete query resolution.
• Investigate and resolve customer complaints, escalating unresolved matters as required.
• Support eBucks‑related queries and advise customers on eBucks Shop orders.
• Maintain accurate documentation, share relevant information with colleagues and ensure compliance with governance and ethical standards.

Required profile

• Strong communication skills and ability to understand customer needs.
• Attention to detail, accurate record‑keeping and adherence to procedures.
• Team‑oriented mindset with the ability to collaborate with branch consultants and internal departments.
• Commitment to ethical conduct, compliance and continuous improvement.