Job Title: Call Centre Agent
Location: Randburg
Job Type: Full-Time
Application End Date: February 12, 2026
Requisition ID: R45840
About FNB:
Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of the people who make it happen. As part of our FirstRand Group, we are more than just a bank; we are a dynamic ecosystem offering life and short-term insurance, innovative savings and investment products, and a digital universe of solutions. Recognised globally, including as the Strongest Banking Brand in the World, FNB provides a platform where unique talents and diverse minds collaborate in an adaptable environment that promises growth and curiosity. Joining our Short-Term Insurance team means being surrounded by experts dedicated to effective change and exceptional service.
Role Purpose:
The Call Centre Agent is responsible for delivering high-quality customer service through telephone and digital channels. Acting as a key point of contact, you will ensure customer queries are addressed promptly and resolved efficiently, directly enhancing customer satisfaction and supporting continuous service improvement within our Short-Term Insurance portfolio.
Key Responsibilities:
· Conduct professional telephonic and written communications with an existing client base to provide accurate product information in line with established standards and protocols.
· Drive growth and profitability through effective customer engagement while maintaining diligent cost management within approved budgets to achieve cost efficiencies.
· Deliver exceptional service that consistently exceeds customer expectations by providing proactive, innovative, and appropriate solutions.
· Efficiently resolve all customer queries within agreed service level timelines, ensuring first-contact resolution where possible.
· Maintain expert knowledge on specific short-term insurance products (Motor Vehicle, Home Contents, Portable Possessions), including pricing, application procedures, processing, and timelines to achieve relevant product and service targets.
· Ensure all client interactions are handled professionally, aiming to generate positive customer feedback and compliments.
· Manage client investigations thoroughly, meeting all deadlines and keeping the client informed throughout the process.
· Provide efficient administration through careful planning, accurate reporting, and timely updating of all related client and system information.
· Ensure full compliance with governance, legislative, and audit requirements.
· Contribute to the efficiency, productivity, and performance standards of the Call Centre team.
· Accurately record all issues, feedback, and resolutions from client contact on the approved business systems.
· Compile and submit required reports on Call Centre activities and performance metrics to support business improvement.
Qualifications and Experience:
· Essential: Grade 12 / Matric certification.
· Essential: Minimum of 2 years of proven knowledge and experience in Personal Lines Short-Term Insurance (specifically Motor Vehicle, Home Contents, or Portable Possessions). Note: This does not include medical insurance or life cover experience.
· Advantageous: Completed Regulatory Examination (RE) and FAIS (Financial Advisory and Intermediary Services) accreditation.
· Advantageous: Prior experience in a customer service or call centre environment within the financial services sector.
· Skills: Excellent verbal and written communication skills with impeccable telephone and email etiquette. Strong problem-solving abilities and the capacity to analyse and resolve customer queries effectively.
Competencies and Personal Attributes:
· Adaptable and Curious: You thrive in a changing environment and have a natural desire to learn and understand.
· Analytical Thinker: You can analyse information and complex data to identify solutions and improve processes.
· Collaborative Team Player: You thrive in a team-oriented setting where sharing knowledge and supporting colleagues is key.
· Customer-Centric: You are passionate about service excellence and building positive customer relationships.
· Resilient and Professional: You maintain composure and professionalism under pressure and can manage challenging situations with empathy.
What We Offer:
· A challenging and engaging working environment where you can make a tangible impact.
· Opportunities to network, collaborate, and grow alongside industry experts.
· A culture that encourages innovation and rewards proactive problem-solving.
· Access to a structured environment that supports professional development and career advancement within the FirstRand Group.
· Competitive remuneration and benefits aligned with a leading financial institution.
Application and Equity Statement:
All appointments are made in line with the FirstRand Group’s Employment Equity plan and commitment. We support the recruitment and advancement of individuals with disabilities. Candidates may voluntarily disclose disability information during the application process, which will be kept confidential unless legally required for disclosure. The bank reserves the right not to make an appointment.
If you are a motivated individual seeking a role where you can leverage your insurance expertise and customer service passion, apply now before the closing date of February 12, 2026. We look forward to exploring your potential to become a part of our changeable team.
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