Customer Service Solutions Specialist C
FNB WI Fiduciary Contact CentreEnds 20 Sep 2018
Cape, South Africa
11d ago
  • About us, purpose, experience and qualifications
  • about us

    With FNB, you can be part of a company that offers you a career, not just a job. With a wide range of employment options and business areas to choose from, you are bound to find a perfect fit.

    We share accountability with our employees and provide you with the best possible opportunities to learn and grow. We are breaking new ground with our innovative thinking and challenging our employees to think differently and develop into the thought leaders of the future.

    The foundation of our success is in our entrepreneurial culture and the belief that our people are our single most important resource.

    If you share our values of being : Helpful Effective Ethical Innovative Accountable and you have one simple goal : to improve the lives of customers through simple, effective solutions that meet their needs, contact us today and join a winning team.

    All appointments will be made in line with the Bank’s EE Strategy.


    To support segment sales teams by enabling e-solutions across dealing and payments to meet the needs of external clients and migrate clients from manual payments to e-

    solutions payments to drive ongoing efficiencies within the product house(s).

    experience and qualifications

    Relevant degree and / or ACI qualifications. 5+ years’ experience within a Forex environment with exposure to client-facing activities.

  • Additional information and responsibilities
  • additional requirements

    There are no additional requirements associated with this vacancy.


    Remain abreast of new legislation and the potential impacts thereof. Comply with regulatory requirements and internal control frameworks.

    Assist with ensuring the unit is audit-ready at all times. Analyse settlement data to identify migratable clients. Liaise with segment sales teams to agree target list of clients Liaise with clients to co-

    ordinate their seamless migration to existing and / or new esolution channels. Demonstrate pride in FXPH’s brand and values.

    Handle stress in ways that do not negatively impact others. Plan and manage own workflow, anticipating obstacles, juggling priorities and following through on objectives within agreed time-

    frames and according to quality standards. Act in an ethical, transparent and morally defensible manner, including highlighting unethical practices.

    Continually share, debate and communicate learnings. Flag and debate issues constructively. Promote a friendly, co-operative climate in working with others to achieve collective goals.

    Display skill at mentoring / coaching others and resolving conflict. Analyse measurements of migration patterns and identify and address areas where clients have not successfully migrated.

    Build professional working relationships with key stakeholders, displaying sound abilities to communicate at all levels.

    Provide feedback to relevant stakeholders on client activity (e.g. provide feedback on new developments and understand sales strategies to be able to support these).

    Work with segment sales teams to ensure eSolutions specialist strategies align with and facilitate sales requirements. Understand information flows and know who to contact to access specific information or fulfill specific requirements.

    Visit clients to demonstrate applicable systems and / or provide presentations. Understand client’s behaviour within dealing and payments to understand which system to deploy.

    Identify relevant legal and regulatory documentary requirements required for a client to be given access to relevant systems.

    Apply understanding of internal processes relating to client onboarding and migration Ensure all documentation is accurate and complete.

    Refer documentation to Client Service Specialist team for further processing. Once a client has been successfully on-boarded onto a system, ensure client is equipped and trained to navigate and use the system.

    Provide relevant systems training to clients. Provide ongoing training to new users on existing systems and system enhancements.

    Work with Client Service Specialists to collate and understand client training gaps and ongoing queries to be able to proactively address these going forward.

    Stay abreast of payment and dealing system enhancements and processes to be able to train and update clients.

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