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Deliver exceptional customer service through a variety of channels, such as in-person, over the phone, internal, and external, by resolving queries efficiently, processing customer requests accurately, and proactively managing customer expectations.- Drive significant growth and profitability in the context of cost management and revenue recovering
– Improve costs / expenses within approved budget to achieve cost efficiencies
– Deliver exceptional service that exceeds customers and stakeholder expectations through proactive, innovative and appropriate solutions
– Adhere to SLAs with internal and external partners
– Engage with the customers in a professional way as specified in the service standards
– Ensure customers needs and expectations are understood
– Process the customer’s request in an efficient and effective way
– Resolve all customer queries efficiently, and within agreed time lines
– Keeping abreast of the evolving banking environment in the Mortgage Lending space
– Cultivate, build and maintain relationships with internal and external parties to support the business strategy
– Drive significant growth and profitability in the context of cost management and revenue recovering
– Improve costs / expenses within approved budget to achieve cost efficiencies
– Maintenance of expert knowledge on product including pricing, application procedure, processing and time lines in order to drive and achieve relevant product and service targets
– Attend to queries of internal and external clients
– Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information and systems relevant to the customer query/request
– Process incoming requests in a timely manner, prioritizing requests to ensure that client expectations are met
– Work on requests with a sense of urgency and purpose while maintaining quality customer service and expectations
– Translate strategies into actionable goals and execute relevant projects / initiatives aligned to strategic objectives with specific performance measures and control systems to track progress
– Comply with governance in terms of legislative and audit requirements
– Responsible for verifying and ensuring that all operational tasks are fulfilled in alignment with SLA’s and documented processes
– Improve costs / expenses within approved budget to achieve cost efficiencies
– Deliver exceptional service that exceeds customers and stakeholder expectations through proactive, innovative and appropriate solutions
– Adhere to SLAs with internal and external partners
– Engage with the customers in a professional way as specified in the service standards
– Ensure customers needs and expectations are understood
– Process the customer’s request in an efficient and effective way
– Resolve all customer queries efficiently, and within agreed time lines
– Keeping abreast of the evolving banking environment in the Mortgage Lending space
– Cultivate, build and maintain relationships with internal and external parties to support the business strategy
– Drive significant growth and profitability in the context of cost management and revenue recovering
– Improve costs / expenses within approved budget to achieve cost efficiencies
– Maintenance of expert knowledge on product including pricing, application procedure, processing and time lines in order to drive and achieve relevant product and service targets
– Attend to queries of internal and external clients
– Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information and systems relevant to the customer query/request
– Process incoming requests in a timely manner, prioritizing requests to ensure that client expectations are met
– Work on requests with a sense of urgency and purpose while maintaining quality customer service and expectations
– Translate strategies into actionable goals and execute relevant projects / initiatives aligned to strategic objectives with specific performance measures and control systems to track progress
– Comply with governance in terms of legislative and audit requirements
– Responsible for verifying and ensuring that all operational tasks are fulfilled in alignment with SLA’s and documented processes
Job Summary
- Type: full-time
- Location: Gaborone
- Category: Customer Service
- Closing Date: 2026-08-20
Key Responsibilities
- Deliver exceptional customer service through a variety of channels, such as in-person, over the phone, internal, and external, by resolving queries efficiently, processing customer requests accurately, and proactively managing customer expectations.
- Drive significant growth and profitability in the context of cost management and revenue recovering
- Improve costs / expenses within approved budget to achieve cost efficiencies
- Deliver exceptional service that exceeds customers and stakeholder expectations through proactive, innovative and appropriate solutions
- Adhere to SLAs with internal and external partners
- Engage with the customers in a professional way as specified in the service standards
- Ensure customers needs and expectations are understood
- Process the customer’s request in an efficient and effective way
- Resolve all customer queries efficiently, and within agreed time lines
- Keeping abreast of the evolving banking environment in the Mortgage Lending space
- Cultivate, build and maintain relationships with internal and external parties to support the business strategy
- Drive significant growth and profitability in the context of cost management and revenue recovering
- Improve costs / expenses within approved budget to achieve cost efficiencies
- Maintenance of expert knowledge on product including pricing, application procedure, processing and time lines in order to drive and achieve relevant product and service targets
- Attend to queries of internal and external clients
- Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information and systems relevant to the customer query/request
- Process incoming requests in a timely manner, prioritizing requests to ensure that client expectations are met
- Work on requests with a sense of urgency and purpose while maintaining quality customer service and expectations
- Translate strategies into actionable goals and execute relevant projects / initiatives aligned to strategic objectives with specific performance measures and control systems to track progress
- Comply with governance in terms of legislative and audit requirements
- Responsible for verifying and ensuring that all operational tasks are fulfilled in alignment with SLA’s and documented processes
How to Apply
To apply, please visit: firstrand.wd3.myworkdayjobs.com
Job Code: R52709-1
About the Company
FNB Botswana is a licensed commercial bank operating in Botswana under the supervision of the Bank of Botswana. It provides retail, business, and corporate banking services across major urban centres including Gaborone, Francistown, and Maun. The bank launched operations in Botswana in 2011 after acquiring the former Botswana National Bank. FNB Botswana is a wholly owned subsidiary of FirstRand Limited, but it holds its own banking licence and operates independently within Botswana’s regulatory framework.
Banking and financial services in Botswana
Frequently Asked Questions
What qualifications or certifications are typically required for a Service Consultant role at FNB in Botswana?
A minimum of a Botswana General Certificate of Secondary Education (BGCSE) with good passes in English and Mathematics is usually required. Many candidates hold a National Diploma or degree in Business Administration, Finance, or related fields from institutions like BIUST or UB, and relevant banking short courses (e.g., BBA or BIDA-certified modules) are viewed favourably.
What does a typical day look like for a Service Consultant in Botswana’s retail banking environment?
You’ll assist walk-in and scheduled clients with account openings, loan applications, card services, and transactional queries — often using FNB’s core banking systems like eBanking and Core Banking Platform. You’ll also meet daily service targets, complete compliance documentation (e.g., KYC forms per Bank of Botswana guidelines), and escalate complex cases to branch managers or specialist units.
How does the work culture and client interaction style differ in Botswana compared to other countries?
Respect for hierarchy, patience in client engagement, and strong interpersonal warmth — including use of Setswana greetings where appropriate — are highly valued in Botswana branches. Punctuality is expected, but flexibility around community obligations (e.g., funeral attendance) is commonly accommodated within company leave policies and local HR practice.
What realistic career progression paths exist for Service Consultants within FNB or the broader FirstRand Group in Botswana?
High-performing consultants may progress to Senior Service Consultant, then Branch Operations Officer or Relationship Officer roles — often supported by internal training and FNB’s Leadership Development Programme. External mobility into FirstRand subsidiaries (e.g., RMB) is possible, though typically requires at least 2–3 years’ tenure and demonstrated compliance and service excellence aligned with Bank of Botswana standards.
What standard employee benefits does FNB offer to Service Consultants in Botswana?
FNB provides medical aid through a registered scheme compliant with Botswana’s Health Professions Council regulations, a pension fund registered under the Pension Funds Act, and 22 days’ annual leave plus public holidays as per the Employment Act. Additional benefits include staff banking discounts, access to FNB’s learning portal, and occasional wellness initiatives aligned with national health promotion frameworks.
How should I apply for this role, and what do FNB recruiters in Botswana specifically look for in candidates?
Applications must be submitted via FNB Botswana’s official careers portal — unsolicited CVs sent via email or WhatsApp are not considered. Recruiters prioritise candidates with verified customer service experience in regulated sectors (banking, telecoms, or government), clear communication in English and Setswana, and evidence of integrity, such as clean police clearance and adherence to Bank of Botswana’s Fit and Proper requirements.