Customer Service Representative - Banking
Overview
Banking Customer Service Representatives assist customers with account inquiries, transactions, and financial products through various channels, providing knowledgeable support while ensuring regulatory compliance and identifying opportunities to enhance customer relationships.
- 1Assist customers with account inquiries, balances, and transaction history
- 2Process service requests including card replacements, profile updates, and disputes
- 3Resolve complaints and escalate complex issues to specialized teams
- 4Educate customers on digital banking channels (app, online banking, USSD)
- 5Identify sales opportunities and refer customers to appropriate products
- 6Maintain compliance with FICA, POPIA, and banking regulations
- 7Authenticate customers and protect against fraud through verification processes
- 8Meet service level agreements (SLA) and quality assurance standards
- 9Document interactions accurately in CRM systems
- 10Handle inbound and outbound calls, emails, and chat support
- 11Stay updated on banking products, fees, and policy changes
- 12Achieve customer satisfaction targets and first-call resolution metrics
Education
Matric/Grade 12; tertiary qualification in Business or Finance advantageous
Experience
0-2 years customer service; banking or financial services experience preferred
Skills
- ✓Financial products and services knowledge
- ✓Regulatory compliance understanding (FICA, POPIA)
- ✓Multi-channel customer support (phone, email, chat)
- ✓Problem-solving and analytical thinking
- ✓Banking systems and CRM proficiency
- ✓Fraud detection awareness
- ✓Sales and cross-selling abilities
- ✓Excellent communication and empathy
Setting
Call center or contact center environment; some remote work options
Hours
Shift-based including evenings, weekends, and public holidays (7am-10pm coverage)
Travel
None - office or home-based
Physical Demands
Low - sedentary desk work with headset
Salary Range
R7,000 - R14,000 per month
Structure
Monthly salary plus shift allowances and performance bonuses
Benefits
Medical aid, pension, banking benefits (fee waivers, preferential rates), incentives
Challenges
- •Handling high call volumes with time constraints
- •Managing frustrated customers with financial concerns
- •Keeping current with frequent product and system changes
- •Balancing customer service with sales expectations
Opportunities
- •Career progression to team leader, quality analyst, or trainer
- •Transition to specialized banking roles (fraud, wealth, business banking)
- •Skills development through banking qualifications
- •Stable employment in regulated financial sector
Industry Trends
- •AI chatbots handling routine inquiries
- •Omnichannel customer experience integration
- •Focus on vulnerable customer support and financial wellness
- •Remote work and digital-first contact centers
Ready to Apply?
Start your career as a Customer Service Representative in the Banking industry
Get Started