First National Bank (FNB) Location: Johannesburg, Gauteng Job Type: Internship (2026/2027 Intake) Posted Via: InternNerd.com Application: Apply directly on InternNerd.com (verify and cross-check on official FNB careers portal)

Job Overview The FNB Call Centre Agent Internship provides hands-on training in delivering exceptional customer service through voice calls, queries, and secure chat. This role is part of a dynamic team focused on curiosity, continuous learning, and mastery in banking customer interactions. Interns will gain skills in query resolution, product knowledge (including eBucks rewards), complaint management, and maintaining high service levels in a collaborative, innovative environment.

Key Responsibilities

• Engage with customers via phone, queries, and secure chat
• Manage complex queries requiring investigation (when First Call Resolution is not possible)
• Set and manage client expectations on resolution timelines
• Ensure timely responses and adherence to scheduled availability
• Achieve 9+ On-Site Technical Yield (OSTY) rating for service delivery
• Stay informed on eBucks rewards programme and FNB product offerings
• Handle query management (vetting, assigning, out-of-office in-trays)
• Escalate unresolved items and share best practices for complaints
• Maintain high service levels and professionalism

Minimum Requirements

• Substantial customer service experience (preferred, but entry-level friendly with strong potential)

What You Will Gain

• Training in FNB products, protocols, and customer service standards
• Opportunity to work in a collaborative, innovative team
• Professional growth and development support
• Potential pathway to permanent roles upon successful completion

Application Process & Notes

• Apply via InternNerd.com (follow the “Apply” link in the listing)
• Recommended: Cross-check and apply officially through FNB Careers portal: https://www.fnb.co.za/careers/ (search “Call Centre Internship” or “Contact Centre Learnership 2026/2027”)
• Upload CV, Matric certificate, and ID
• Highlight any customer-facing experience (retail, hospitality, etc.), communication skills, and eagerness to learn
• FNB emphasizes diversity, inclusion, and equal opportunity