If you are passionate about customer service, communication, and working in a fast-paced financial environment, this opportunity at First National Bank (FNB) could be your next career move. FNB is currently hiring a Client Service Representative to join its Short-Term Insurance division in Randburg. This role is ideal for individuals who enjoy engaging with customers, solving problems, and contributing to business growth through exceptional service delivery.
Job Overview
- Position: Client Service Representative / Retentions Consultant
- Location: Randburg, Gauteng
- Employment Type: Full-Time
- Closing Date: 30 April 2026
- Experience Level: Mid-Level (2–3 years experience required)
- Minimum Qualification: Grade 12 (Matric)
This role focuses on delivering high-quality customer service while supporting client retention and business objectives. You will be responsible for interacting with clients, understanding their needs, and providing suitable solutions aligned with company standards and regulatory requirements.
Key Responsibilities
As a Client Service Representative, your primary goal will be to ensure a seamless and professional customer experience. You will interact with an existing client base through both telephonic and written communication channels, ensuring all inquiries are handled accurately and efficiently.
You will be expected to:
- Provide prompt and professional responses to customer queries, ensuring a high standard of service at all times.
- Understand customer needs and recommend suitable products or solutions within the short-term insurance space.
- Handle client communications in a way that builds trust and strengthens long-term relationships.
- Maintain detailed and accurate records of all customer interactions on internal systems.
- Ensure all service-related issues are resolved within agreed timelines.
- Continuously update your knowledge of products, pricing structures, processes, and service standards.
- Support business growth by contributing to customer retention and satisfaction strategies.
- Monitor and manage service delivery performance in line with call centre productivity targets.
- Ensure compliance with company policies, legislative requirements, and audit standards.
- Provide administrative support through effective planning, reporting, and updating of client information.
In addition, part of your role may involve analysing customer data to assess risk when extending financial services or supporting broader client relationships.
Minimum Requirements
To be considered for this role, candidates should meet the following criteria:
- A Grade 12 certificate (Matric) is required.
- A relevant NQF Level 5 qualification will be advantageous.
- At least 2 to 3 years of experience in customer service, preferably within a call centre or financial services environment.
- Strong verbal and written communication skills.
- Professional telephone etiquette and email communication abilities.
Key Skills and Competencies
FNB is looking for individuals who are not only experienced but also demonstrate the right mindset and approach to customer service. Ideal candidates should possess:
- Strong interpersonal and communication skills
- The ability to identify and understand customer needs
- Problem-solving capabilities and attention to detail
- A proactive approach to service delivery
- Adaptability in a dynamic work environment
- A customer-focused attitude with a commitment to exceeding expectations
- The ability to work under pressure and manage multiple tasks effectively
You should also be comfortable receiving feedback and using it to improve your performance and service delivery.
What You Can Expect from FNB
Joining FNB means becoming part of a forward-thinking organisation that values innovation, collaboration, and continuous improvement. Employees are encouraged to think creatively, challenge the status quo, and contribute to meaningful change.
As part of the team, you will benefit from:
- Opportunities to collaborate with experienced professionals
- A dynamic and challenging work environment
- Exposure to innovative tools and systems
- Career growth and development opportunities
- A culture that values curiosity and adaptability
FNB is widely recognised for its strong brand presence and commitment to delivering value-driven financial solutions. Employees are given the platform to grow both professionally and personally while contributing to the company’s mission of improving customers’ financial lives.
Employment Equity and Inclusion
FNB is committed to transformation and diversity in the workplace. All appointments will be made in line with the FirstRand Group’s Employment Equity plan. The organisation actively encourages applications from individuals with disabilities and provides an inclusive environment that supports equal opportunity for all.
Candidates have the option to voluntarily disclose disability information during the application process. This information will be treated with strict confidentiality and only used in accordance with legal requirements.
Application Process
Interested candidates are encouraged to apply before the closing date. Late applications will not be considered, so early submission is strongly recommended.
Before applying, ensure that your CV is updated and highlights your customer service experience, communication skills, and any relevant qualifications. Tailoring your application to match the job requirements can significantly improve your chances of being shortlisted.
Why This Role Matters
Customer service roles like this are critical in maintaining the reputation and success of financial institutions. As a Client Service Representative, you will serve as the first point of contact for many clients, making your role essential in shaping their experience with the brand.
Your ability to resolve issues efficiently, communicate clearly, and provide value-driven solutions will directly impact customer satisfaction and loyalty. This position is more than just a job—it is an opportunity to build a meaningful career in the financial services sector.
If you are ready to take the next step and contribute to a high-performing team, this opportunity at FNB offers a solid platform for growth and success. Apply before 30 April 2026 to be considered.