FirstRand Bank Limited Is Recruiting Customer Service Assistant



FirstRand Bank Limited Is Recruiting Customer Service Assistant

FirstRand Bank Limited, also referred to as FirstRand Group is the holding company of FirstRand Bank, and is a financial services provider in South Africa. It is one of the financial services providers licensed by the Reserve Bank of South Africa, the national banking regulator


To provide customers with excellent and prompt service through understanding their needs and to process complaints within agreed timelines. Perform root cause analysis and recommend solutions to remedy process breakdowns.

Experience and qualifications

  • Minimum Qualification – Grade 12
  • Experience – 3 years servicing experience
  • Product Knowledge experience
  • Sound knowledge of business related systems i.e. CARE

Additional Requirements

  • Identify process improvements (Cost Savings or efficiency improvements).
  • Cultivate and manage objective working relationships with a variety of stakeholders like Marketing, credit, ops, sales, legal, risk and compliance, BI, Analytics and third-party suppliers.
  • Effectively manage campaign processes from end to end.
  • Maintenance of expert knowledge on relevant industry best practices and provision of proactive advice and solutions to relevant stakeholders.
  • Good knowledge of customer perceived value – ‘Voice of the customer’ strong knowledge of the mortgage market and client’s needs.
  • Aspects of self driven research required
  • Drive improvement of campaign performance and successes in regard to target market,
  • Quality of data, relevance of offer, customer experience, and customer requirements.
  • Successfully, track and report on Client Campaigns and initiatives.
  • Facilitate quality delivery across the various teams by monitoring business requirements and the adherence and compliance to quality standards and ensure implementation of identified quality methodologies and improvement initiatives.
  • Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information.
  • Comply with governance in terms of legislative and audit requirements by managing and preparing all Audits, follow up and finalization of all audit exceptions for the business units.
  • Provide ongoing intelligence on customers and competitors using internal and external data sources i.e. monitor surveys etc. and offer input into market analysis and segmentation.
  • Assist in aligning processes in the business and ensure that this is in line with customers’ expectations by identifying possible risks in the area and come up with suitable action plans to ensure there are no loop holes in the process.
  • Manage own development to increase own competencies.


  • Deliver exceptional and high quality service that exceeds customers’ expectations through proactive, innovative and appropriate solutions
  • Continuously assess own performance, seek timely and clear feedback and request training where appropriate
  • Plan for value-added process improvements, initiatives and services to deliver on operational strategy and objectives and continuously review objectives and goals
  • Continuously focus on providing optimal services and improving service delivery processes to meet or exceed customer expectations

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Interested applicant should apply here

CLOSING DATE: 02 May 2019

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