FNB Call Centre Agent
Job Reference: R38926
Application Deadline: August 30, 2025
Location: Johannesburg | Employment Type: Full-time
At FNB, we believe in the power of innovation, adaptability, and people. We’re not just a financial institution — we’re a dynamic collective of thinkers, doers, and visionaries who thrive on creating solutions that matter. As part of FirstRand Group, our culture is shaped by collaboration, continuous learning, and a shared commitment to positive impact.
We’re currently searching for a dedicated and proactive Call Centre Agent to join our Short-Term Insurance Division. If you are driven by meaningful client interactions, confident in your communication, and skilled in resolving complex queries, then you could be exactly who we’re looking for.
Who We’re Looking For
This role is suited to someone who thrives in a high-performance environment where delivering exceptional customer service isn’t just encouraged — it’s expected. You’ll be engaging with clients telephonically and across various platforms, providing accurate information about our products and resolving queries in a timely, professional manner.
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As a Call Centre Agent, your role will go beyond basic service delivery. You’ll play a key part in shaping the customer experience, building lasting client relationships, and contributing to the overall success of the team.
What You’ll Be Responsible For:
- Providing prompt, efficient customer service through telephone and written channels.
- Offering product information clearly and accurately, aligned with FNB’s standards and regulatory protocols.
- Ensuring all client queries are resolved effectively, maintaining communication and transparency throughout the resolution process.
- Staying up to date with product knowledge, including pricing, application procedures, processing standards, and service timelines.
- Maintaining professional interactions that reflect the brand values and contribute to positive client feedback.
- Working within approved budgets and contributing to cost-effective solutions.
- Recording all client communication and feedback in the relevant internal systems accurately.
- Supporting governance and compliance with legal, audit, and ethical standards.
- Delivering performance results that align with team goals and individual accountability metrics.
- Preparing reports and feedback on call centre activity to inform business improvements.
- Contributing to an atmosphere of curiosity, growth, and team collaboration.
What You’ll Need to Succeed:
- A Matric (Grade 12) qualification is required.
- At least 2 years’ experience in Personal Lines Insurance (including knowledge of motor vehicle, home contents, or portable possessions policies — please note this does not include life cover or medical insurance).
- RE (Regulatory Exam) and FAIS accreditation are advantageous and will strengthen your application.
- Excellent telephone manner and written communication skills.
- A proactive attitude and strong problem-solving ability.
- Willingness to learn and adapt within a fast-paced, ever-evolving environment.
- Strong administrative and time-management skills.
Why Join Us?
- Work alongside industry experts in a challenging and inspiring environment.
- Gain exposure to diverse perspectives and innovative projects.
- Collaborate with individuals who are passionate about customer excellence.
- Grow within a company that values your input, initiative, and drive.
- Be part of a business that invests in its people and believes in the power of transformation.
A Place for Everyone
FNB is committed to building a diverse workforce and upholding the principles of employment equity. We actively encourage the recruitment and advancement of individuals with disabilities. If you would like to disclose a disability as part of your application, you are welcome to do so voluntarily. Any information provided will be kept confidential unless required by law.
Don’t Miss Out
The closing date for applications is August 30, 2025. Applications submitted after this date will not be considered. If this opportunity aligns with your career ambitions and you are ready to grow with a team that values excellence, we encourage you to apply today.
Take the next step in your journey. We look forward to learning more about you.
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