Call Center team Leader

To lead the call centre team of agents by monitoring and driving the delivery of targets and ensuring customer satisfaction

Responsible for a combination of sales and customer service including cross-selling to clients as well as nurturing the client relationship

Must be knowledgeable on all aspects of the company products, processes and systems

Expected to manage and coach the team with constant real-time support in terms of query resolution

Hello Future Call Centre Team Leader

Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen.

As part of our talent team in FNB COO, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious. Now’s the time to imagine your potential in a team where experts come together and ignite effective change.

Are you someone who can:

Drive significant growth and profitability in the context of cost management.

Manage costs / expenses within approved budget to achieve cost efficiencies.

Deliver exceptional service that exceeds customers' expectations through proactive, innovative and appropriate solutions.

Resolve all customer queries efficiently, and within agreed timelines.

Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant product and service targets.

Ensure all communications with clients are professional, resulting in compliments.

Ensure client investigation deadlines are met and consultant keeps the client continually in the loop.

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.

Ensure efficiency of service productivity and performance in Call Centre.

Ensure that all issues or feedback arising out of client contact be accurately recorded on the CRM system.

Report on required Call Centre activities and deliveries to improve business results.

You will be an ideal candidate if you:

Experience & Qualifications

2–3 years in fraud prevention, detection, or investigation.

Experience in a call centre environment, preferably in financial services.

Leadership experience (team development, coaching, mentoring).

Relevant certifications or training in Fraud Risk Management or Financial Crime.

Technical & Industry Knowledge

Understanding of payment systems, digital banking, and eCommerce fraud.

Familiarity with fraud detection tools and case management systems.

Knowledge of regulatory frameworks (e.g., SABRIC guidelines, FAIS, NCA).

Skills

Strong analytical and problem-solving abilities.

Excellent communication and interpersonal skills.

Customer-centric mindset with a focus on service quality.

We can be a match if you are:

Adaptable and curious

Analyse complex data sets

Thrive in a collaborative environment

Apply now if you are interested in taking the next step. We look forward to engaging with you!

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Job Details

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.

27/10/25

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. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.

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