First National Bank (FNB) Call Centre Agent – Part Time |
Location: South Africa
Position: Call Centre Agent
Job Type: Part-Time
Closing Date: 04 March 2026
Reference Number: R46987
Overview
First National Bank (FNB), one of South Africa’s leading financial institutions, is currently recruiting Call Centre Agents to join its Johannesburg team. This opportunity is ideal for individuals who are passionate about customer service, communication, and delivering excellent client experiences within a professional banking environment.
The role focuses on handling customer interactions across multiple communication platforms, including inbound calls, outbound calls, emails, and digital channels. Successful candidates will play an important role in ensuring customer satisfaction while supporting business objectives and maintaining high service delivery standards.
This position provides valuable exposure to the banking and financial services industry and is suitable for candidates looking to grow their careers in customer service, administration, or contact centre operations.
Purpose of the Role
The main purpose of the Call Centre Agent role is to manage customer interactions efficiently while ensuring all queries, concerns, and service requests are resolved according to company procedures and service standards.
Employees will be responsible for providing professional assistance to customers while contributing to operational efficiency and maintaining a strong culture of service excellence.
Key Responsibilities
As a Call Centre Agent, your daily duties will include:
- Handling inbound and outbound customer calls professionally and efficiently
- Responding to customer queries received via phone, email, or live chat platforms
- Resolving customer complaints by taking ownership and providing suitable solutions
- Following up on outstanding customer queries and incomplete requests
- Requesting outstanding documentation from clients when required
- Assisting customers with account-related enquiries and service requests
- Supporting branch consultants with customer queries where necessary
- Providing assistance related to rewards programmes and online orders
- Maintaining accurate records and documentation of customer interactions
- Adhering to service level agreements (SLAs) and operational procedures
- Escalating risks, complaints, or unresolved issues appropriately
Agents are expected to maintain professionalism at all times while delivering efficient and customer-focused solutions.
Customer Service Excellence
The successful candidate will contribute to building strong customer relationships by:
- Understanding customer needs and expectations
- Delivering prompt and effective service solutions
- Demonstrating empathy and active listening skills
- Maintaining clear and professional communication
- Ensuring every interaction enhances customer satisfaction
FNB places strong emphasis on innovation and encourages employees to identify better and more efficient ways to improve customer experiences.
Teamwork and Collaboration
This role requires individuals who thrive in team environments. Employees will:
- Work collaboratively with colleagues and stakeholders
- Participate in team meetings and training sessions
- Share knowledge and information to improve team performance
- Contribute ideas toward service improvement initiatives
- Support organisational goals through teamwork and accountability
A positive attitude and willingness to learn are essential for success.
Governance, Compliance and Ethics
Employees must operate within the bank’s governance and compliance framework by:
- Following organisational policies and ethical standards
- Managing company resources responsibly
- Identifying and escalating operational risks
- Maintaining confidentiality of customer information
- Ensuring compliance with banking regulations
Adherence to these standards helps maintain trust between the organisation and its customers.
Minimum Requirements
To qualify for this opportunity, applicants should meet the following requirements:
- Grade 12 (Matric) qualification
- Strong verbal and written communication skills
- Basic computer literacy
- Good problem-solving abilities
- Ability to work flexible part-time schedules
- Strong customer service orientation
- Ability to work under pressure in a fast-paced environment
Previous call centre or customer service experience will be advantageous but is not always mandatory.
Skills and Competencies
Successful candidates should demonstrate:
- Excellent communication and interpersonal skills
- Attention to detail
- Time management and organisational ability
- Adaptability in changing environments
- Initiative and willingness to learn
- Strong teamwork capabilities
- Customer-focused mindset
- Professionalism and accountability
Candidates should also be comfortable working with performance targets and service standards.
Career Growth Opportunities
Working at FNB provides employees with exposure to one of South Africa’s most innovative banking environments. Employees gain:
- Practical banking and customer service experience
- Professional workplace exposure
- Continuous learning and development opportunities
- Access to internal career advancement pathways
- Valuable contact centre and financial industry skills
This role can serve as a stepping stone toward careers in banking operations, sales, administration, or financial services consulting.
Employment Equity
All appointments will be made in accordance with the FirstRand Group Employment Equity Plan. Applications from persons living with disabilities are encouraged. Disclosure of disability status is voluntary and will remain confidential unless required by law.
How to Apply
Interested candidates are encouraged to submit their applications before the closing date.
Applicants may also introduce themselves to recruiters through the company’s career platform to be considered for future opportunities that match their skills and experience.
Important: Applications submitted after 04 March 2026 will not be considered.
Final Note
If you are passionate about helping people, enjoy solving problems, and want to build a career within South Africa’s banking sector, the FNB Call Centre Agent position offers an excellent opportunity to gain meaningful work experience while contributing to exceptional customer service delivery.
Apply early to avoid missing this opportunity.