Company: FNB (First National Bank), part of FirstRand Group
Location: Gaborone, Botswana
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.
Job Summary
- Type: contract
- Location: Gaborone
- Category: Banking
- Closing Date: 2026-08-04
Key Responsibilities
- 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
Job Code: R52248
About the Company
FNB Botswana stands as a prominent financial services provider dedicated to serving individuals, businesses, and corporate entities across Botswana. Embracing its identity as 'one digital bank, one unified look,' the institution prioritizes delivering a superior online banking experience. It leverages cutting-edge technology to ensure secure, user-friendly, and high-quality financial solutions for its clientele in Botswana. The bank offers a comprehensive suite of products, ranging from personal accounts and loans to business financing and investment services. Committed to fostering economic development, FNB Botswana continuously enhances its offerings to meet the evolving needs of the Motswana populace.
FNB Botswana: One digital bank, one unified look.
Website: https://www.fnbbotswana.co.bw/
Frequently Asked Questions
What are the typical educational requirements for a Service Consultant role in student banking in Botswana?
A Diploma or Degree in Banking, Business Administration, or a related field is typically preferred for this role. Strong secondary school results, especially in Mathematics and English, are also a foundational requirement for entry-level positions in Botswana's competitive banking sector.
What would be the common daily tasks for a Service Consultant focused on student banking?
Your daily responsibilities would include assisting students with opening accounts, resolving banking queries, and processing various transactions relevant to student finances. You would also educate students on suitable banking products and services, ensuring exceptional customer service and support.
What is the work culture like for a Service Consultant in a Botswana bank, especially with a fixed-term contract?
The banking sector in Botswana places a high value on professionalism, punctuality, and excellent customer service delivery. As a fixed-term consultant, you would be expected to quickly adapt to bank procedures and demonstrate reliability, which are crucial attributes for success.
Given it's a 6-month FTC, what are the realistic career prospects after this role?
This 6-month fixed-term contract offers valuable hands-on experience within Botswana's banking sector, particularly in customer service and student financial relations. Strong performance during this period can lead to consideration for permanent positions within the bank or enhance your prospects for similar roles at other financial institutions.
What benefits are typically offered for a 6-month fixed-term contract position like this in Botswana?
For fixed-term contracts in Botswana, benefits often include mandatory contributions such as social security. While comprehensive medical aid and pension schemes may not be standard for short-term roles, some employers might offer limited benefits or allowances.
What do employers in Botswana look for when hiring for a Service Consultant role, especially for student banking?
Employers in Botswana seek candidates with strong communication, problem-solving, and interpersonal skills, alongside a customer-centric approach. A genuine interest in assisting student clients, demonstrating reliability, and a willingness to learn are crucial attributes they look for.