FNB Call Centre Agent Job

FNB Call Centre Agent Job – Johannesburg

FNB is recruiting for a Call Centre Agent position in Johannesburg. The opportunity is offered on a part-time basis and involves handling customer interactions through telephone calls, email, live chat and other electronic communication channels.

The successful candidate will assist customers with queries, resolve complaints, follow up on outstanding matters and provide professional customer service in line with FNB’s procedures and service standards.

This opportunity may suit candidates with strong communication and customer service skills who are comfortable dealing with customers across different communication channels.

FNB Call Centre Agent Job Details

About the Call Centre Agent Position

The Call Centre Agent will be responsible for managing inbound and outbound customer interactions and responding to customer queries in accordance with established standard operating procedures.

The role involves providing assistance through phone calls, email and live chat while working towards customer satisfaction and business objectives.

The successful candidate will also need to take ownership of customer complaints, provide appropriate solutions and follow up on queries where other stakeholders are involved.

FNB Call Centre Agent Responsibilities

The successful candidate will be expected to perform a range of customer service and operational duties, including:

• Handle inbound and outbound customer calls.
• Respond to customer queries received through telephone, email and live chat.
• Address customer needs and work towards meeting or exceeding customer expectations.
• Resolve customer dissatisfaction and complaints by taking ownership of issues.
• Provide appropriate solutions while adhering to service-level agreements.
• Follow up with customers to ensure their queries are resolved.
• Place outbound operational calls to customers.
• Request outstanding documentation from customers where required.
• Follow up on incomplete customer queries.
• Assist branch consultants with eBucks-related queries at branch level.
• Assist customers with queries relating to eBucks Shop orders.
• Build and maintain positive relationships with stakeholders.
• Maintain appropriate documentation and share relevant information with the team.
• Adhere to work schedules and complete assigned activities within required time and quality standards.
• Attend meetings as required.
• Identify and escalate risks and problems for investigation and resolution.
• Follow governance and compliance requirements.
• Contribute to a culture of service excellence.
• Look for opportunities to improve customer experience and operational efficiency.
• Participate in innovation initiatives within the business.
• Adapt to changing circumstances and business requirements.
• Work collaboratively with colleagues and demonstrate teamwork.
• Seek feedback on performance and request training where appropriate.
• Use work-related resources responsibly to support cost containment.
• Perform duties in accordance with organisational values and the code of ethics.

Skills and Competencies

The role requires candidates who can communicate effectively with customers and colleagues while maintaining professional service standards.

Important qualities include:

• Strong verbal and written communication.
• Customer service skills.
• Problem-solving ability.
• Ability to handle customer complaints.
• Active listening.
• Attention to detail.
• Teamwork.
• Adaptability.
• Ability to follow procedures.
• Time management.
• Ability to work towards service and quality standards.
• Professional and ethical conduct.
• Willingness to learn and accept feedback.

Candidates should also be comfortable using different communication channels, including telephone, email and live chat.

Customer Service Responsibilities

A major part of the position is ensuring that customer queries are properly addressed.

Call Centre Agents are expected to take ownership of customer problems rather than simply passing issues between departments. Where another stakeholder is responsible for resolving a query, the agent may need to follow up to ensure that the customer receives an appropriate response.

The position therefore requires patience, professionalism and the ability to remain focused when dealing with customer dissatisfaction.

Governance and Compliance

The successful candidate will be expected to work according to FNB and FirstRand’s organisational procedures, governance requirements and code of ethics.

The role also involves identifying and escalating risks and problems when necessary.

Agents must ensure that customer interactions and work activities are handled according to the applicable procedures and service standards.

Employment Equity

FirstRand states that appointments will be made in accordance with its Employment Equity Plan.

The bank also supports the recruitment and advancement of people with disabilities. Candidates may voluntarily disclose disability information during the recruitment process, and the information will be treated confidentially subject to applicable legal requirements.

Who Can Apply?

The vacancy may be suitable for candidates who are interested in customer service, banking and call centre work and who have the communication and interpersonal skills required to deal with customers.

The supplied vacancy information does not specify a minimum educational qualification or previous experience requirement. Applicants should therefore review the official application page carefully for any additional criteria requested during the application process.

How to Apply for the FNB Call Centre Agent Job

Interested candidates should submit their applications through the official FirstRand/FNB careers platform.

Applicants should ensure that their information is accurate and that they provide all documentation requested as part of the recruitment process.

Job Requisition: R54292

Closing Date: 13 October 2026

Applications must be submitted before the closing date. FirstRand specifically advises applicants to submit their applications ahead of 13 October 2026, as applications will not be accepted from the closing date onwards.

Frequently Asked Questions

Where is the FNB Call Centre Agent job based?

The position is based in Johannesburg, Gauteng.

Is the position full-time?

No. The vacancy is advertised as a part-time position.

What does the Call Centre Agent do?

The agent handles inbound and outbound customer interactions, responds to queries through phone, email and live chat, resolves complaints, follows up on outstanding matters and assists with customer service-related issues.

What is the job reference number?

The job requisition number is R54292.

When does the application close?

The closing date is 13 October 2026.

Does the vacancy specify a salary?

No salary or hourly rate is provided in the vacancy information supplied.

Final Thoughts

The FNB Call Centre Agent opportunity in Johannesburg provides a part-time opportunity for candidates interested in customer service and banking.

The role focuses heavily on handling customer queries, resolving complaints, following up on outstanding matters and delivering service through multiple channels, including phone, email and live chat.

Candidates should have strong communication skills, be comfortable working with customers and be able to follow procedures while maintaining professional service standards.

Applications close on 13 October 2026, so interested candidates should submit their applications before the deadline.

Skhumbuzo Shandu

Skhumbuzo Shandu is the founder of Careers With Shandu, a platform dedicated to helping South Africans access job opportunities, learnerships, and career development resources.
He focuses on sharing clear, practical, and up-to-date information to help matriculants, graduates, and job seekers navigate applications and build their careers.
Through his work, he aims to make opportunities easier to understand and accessible to everyone, especially young people entering the workforce.