Agency Plus Community Advisor

firstrand; Bloemfontein; On-site; ZAR 180,000 - 240,000; Full time

Job summary

FirstRand Group's FNB is inviting applications for a Hello Future Community Advisor within the POP network. The role focuses on delivering a superb customer experience, guiding clients to digital self-service channels, and ensuring timely, accurate transaction processing in line with service standards.

You will engage customers, identify sales opportunities, and support portfolio growth while maintaining governance and compliance.

Qualifications

• Minimum Qualification: Grade 12/ NQF Level 4.
• Preferred Qualification: NQF Level 5 Certificate in Banking, Business Administration, Customer Service, or related fields recognized by FAIS
• 1-3 years of experience in customer-facing environments, service delivery, or client support within financial services

Responsibilities

• Serve customers promptly and professionally, ensuring their needs are fully understood.
• Deliver an excellent customer experience aligned to Balanced Scorecard service standards.
• Achieve net profit growth through effective sales and service support.
• Guide customers toward digital and Self-Service solutions.
• Grow the active customer account base to expand overall client engagement.
• Identify and maximise cross-sell opportunities to strengthen customer relationships.
• Track, control, and influence sales activities to achieve predetermined sales targets.
• Track, control, and influence service activities to improve service efficiencies.
• Provide efficient administration through careful planning, accurate reporting, and timely information updates.
• Check and verify transactions daily to ensure new business applications are processed and closed within required timelines.
• Produce accurate and reliable sales and service statistics for management and decision‑making
• Comply with governance, legislative, and audit requirements
• Uphold FNB's Golden Rules processes and procedures consistently
• Take accountability for self‑development and continuously grow personal capability

Skills

Excellent communication

Relationship-building

Customer-centric

Digital guidance

Organised and detail-driven

Education

Grade 12 / NQF Level 4

NQF Level 5 Certificate in Banking / Business Administration / Customer Service

Job description

To deliver an exceptional and efficient customer experience by proactively understanding customer needs, providing tailored product solutions, and directing customers to the most suitable service channels (including eChannels and self-service). Ensure all interactions align with established policies, processes, and service standards.

Hello Future Community Advisor

Welcome to FNB , the home of the #changeables . We are a trusted partner, deeply invested in creating a better world by delivering innovative, contextual, and customer‑centric financial solutions.

As part of our FNB Points of Presence (POP) team, the Community Advisor plays a critical frontline role in delivering excellent service to customers ensuring they are served promptly, their needs are understood, and their requests are processed accurately and efficiently. This role contributes to business growth by driving exceptional customer experiences, growing the client base, and supporting sales and service delivery aligned to FNB's standards.

Now's the time to imagine your potential in a role where service excellence, customer understanding, and operational effectiveness come together.

Are you someone who can:

• Serve customers promptly and professionally, ensuring their needs are fully understood
• Deliver an excellent customer experience aligned to Balanced Scorecard service standards
• Achieve net profit growth through effective sales and service support
• Manage the migration of customers from traditional transactions to Self‑Service and digital channels
• Grow the active customer account base to expand overall client engagement
• Identify and maximise cross‑sell opportunities to strengthen customer relationships
• Track, control, and influence sales activities to achieve predetermined sales targets
• Track, control, and influence service activities to improve service efficiencies
• Provide efficient administration through careful planning, accurate reporting, and timely information updates
• Check and verify transactions daily to ensure new business applications are processed and closed within required timelines
• Produce accurate and reliable sales and service statistics for management and decision‑making
• Comply with governance, legislative, and audit requirements
• Uphold FNB's Golden Rules processes and procedures consistently
• Take accountability for self‑development and continuously grow personal capability

Qualification & Experience Requirement

• Minimum Qualification: Grade 12/ NQF Level 4
• Preferred Qualification: NQF Level 5 Certificate in Banking, Business Administration, Customer Service, or related fields recognized by FAIS
• 1-3 years of experience in customer‑facing environments, service delivery, or client support within financial services

You will be an ideal candidate if you possess the following:

• Excellent communication and relationship‑building skills and an ability to engage diverse customer needs
• Confidence in guiding customers toward digital and Self‑Service solutions
• Ability to identify sales opportunities and support portfolio growth
• High levels of accuracy, discipline, and adherence to process
• Strong organising, planning, and time‑management capability
• Commitment to delivering consistent, exceptional service

You will have access to:

• A customer‑facing role within the FNB Points of Presence network
• Exposure to digital enablement, customer engagement, and frontline service practices
• Ongoing learning and development aligned to service, sales, and operational excellence
• A collaborative, supportive branch environment focused on customer delight

You can be a match if you are:

• Customer‑centric with a passion for delivering exceptional experiences
• Motivated by achieving performance targets
• Organised and detail‑driven with strong follow‑through
• Ethical, compliant, and aligned to governance requirements
• A strong team player who builds positive working relationships
• Proactive in your learning and personal development

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. Candidates may disclose disability information voluntarily; this information will be kept confidential unless required by law.

Important Closing Date Note

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

22/09/26

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 fulfil this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information