Fraud Call Centre Agent at FNB
Location: Randburg
Job Type: Full Time
Closing Date: March 1, 2026
Job Requisition ID: R44493
About the Role
FNB is seeking a dedicated Call Centre Agent to join our Fraud division. In this critical role, you will serve as the first line of defense against financial crime while delivering exceptional customer service. You will handle inbound queries related to fraudulent activity, investigate suspicious transactions, and provide clients with peace of mind during potentially stressful situations.
As part of the FNB COO talent team, you will work alongside unique talents and diverse minds in an adaptable environment that rewards curiosity and innovation.
Key Responsibilities
· Customer Service Excellence: Deliver high-quality service through telephone and digital channels, ensuring all customer queries are addressed promptly and resolved efficiently
· Fraud Detection and Resolution: Investigate and respond to reports of suspicious account activity, taking appropriate action to protect customer assets while maintaining positive client relationships
· Query Management: Resolve all customer queries within agreed timelines, keeping clients continuously informed throughout the investigation process
· Professional Communication: Ensure all client interactions are handled professionally, resulting in customer compliments and enhanced satisfaction
· Administrative Efficiency: Provide efficient administration through careful planning, timely reporting, and accurate updating of all related information
· CRM Management: Accurately record all client issues and feedback on the CRM system for comprehensive tracking and follow-up
· Cost Management: Drive significant growth and profitability while managing expenses within approved budget parameters
· Compliance and Governance: Adhere to all legislative and audit requirements, maintaining the highest standards of regulatory compliance
· Performance Reporting: Report on call centre activities and deliveries to support continuous business improvement
· Product Expertise: Maintain expert knowledge of specific products, pricing, application procedures, processing requirements, and timelines to achieve relevant service targets
Minimum Requirements
Education:
· Matric certificate (Grade 12)
Experience:
· Minimum 2 years of call centre experience
· Background in banking or financial services (preferred)
· Exposure to fraud detection (preferred)
Technical Skills Required
· Proficiency in CRM systems
· Basic forensic investigation knowledge
· Familiarity with digital banking platforms
· Strong data analysis capabilities
· Excellent telephone etiquette
Who We Are Looking For
The ideal candidate will be:
· Adaptable and Curious: Ready to embrace change and continuously learn in a evolving financial landscape
· Analytically Minded: Capable of analyzing complex data sets to identify patterns and potential fraud indicators
· Collaborative: Thrives in a team environment where experts come together to ignite effective change
· Customer-Focused: Dedicated to exceeding customer expectations through proactive, innovative solutions
· Detail-Oriented: Meticulous in investigation and documentation processes
What We Offer
· Opportunities to network and collaborate with industry experts
· A challenging working environment that promotes professional growth
· The freedom to innovate and implement creative solutions
· Access to cutting-edge digital banking platforms and tools
· Being part of a globally recognized brand with multiple industry awards
About FNB
Serving retail and commercial customers, FNB is so much more than a bank. We offer life and short-term insurance, innovative savings and investment products, and a digital universe of solutions that help customers navigate the challenges and opportunities of everyday life.
FNB features a market-leading app and a globally recognized rewards system in eBucks. We have won multiple awards, including the Strongest Banking Brand in the World in the Brand Finance Banking 500 2023 report.
We represent multiple opportunities for you to build an exciting and rewarding career, especially if you want to change people’s lives in an authentic, profound, and sustainable way.
Our Commitment to Diversity
All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. Candidates can disclose their disability information on a voluntary basis, and the Bank will keep this information confidential unless required by law to disclose it to other parties.
How to Apply
Ready to join the home of the #changeables? Take the next step in your career and apply for the Call Centre Agent Fraud position today.
Applications close: March 1, 2026
Please note that applications will not be accepted after the closing date. Kindly submit your application ahead of this deadline.
Should you have any queries, please log them via MyQ.
FNB respects your privacy and will process the information you have provided in accordance with our privacy notice. This notice highlights what information we collect, why we collect it, how we use it, who we may disclose it to, and your rights regarding personal information. Please visit our website to view this notice.
Apply Now and Become Part of the FNB Legacy
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