Banking Customer Experience Advisor

FirstRand Bank Limited; Vanderbijlpark; On-site; ZAR 83,000 - 152,000; Full time

Job summary

FirstRand Group’s FNB POP team invites a Community Advisor to provide excellent frontline service to customers in Vanderbijlpark. You will serve promptly, understand needs, and process requests while promoting digital self-service channels to improve efficiency.

This 12-month hourly rate contract focuses on delivering outstanding customer experiences, driving sales support, and ensuring governance and accuracy in daily operations within a branch network.

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
• 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

Skills

Excellent communication

Relationship building

Digital self-service guidance

Customer-centric

Education

Grade 12 / NQF 4

NQF Level 5 Banking/FAIS related

Job description

FirstRand Group’s FNB POP team invites a Community Advisor to provide excellent frontline service to customers in Vanderbijlpark. You will serve promptly, understand needs, and process requests while promoting digital self-service channels to improve efficiency.

This 12-month hourly rate contract focuses on delivering outstanding customer experiences, driving sales support, and ensuring governance and accuracy in daily operations within a branch network.