Banking Universal Advisor: Elevate Service & Digital

Firstrand Limited; South Africa; On-site; ZAR 180,000 - 300,000; Full time

Job summary

FirstRand Bank Limited is hiring a Universal Banking Advisor to deliver compliant sales and service solutions in a busy branch, guiding customers to digital channels and self-service options. You will promote product solutions while upholding FAIS, FICA, TCF and governance standards in a high-volume environment.

Join a team focused on customer-centric service, needs-based selling and continuous development, with access to opportunities for growth within the FirstRand Group.

Qualifications

• Grade 12 minimum requirement.
• Preferred: NQF Level 5 certificate in Banking, Business Administration, Customer Service, or related FAIS-recognised fields.
• 1–3 years of experience in customer-facing environments within financial services.
• Strong understanding of FAIS, TCF principles and regulatory compliance.
• Proven ability to meet sales, service and customer experience targets.

Responsibilities

• Provide compliant sales and service solutions to walk-in and existing customers in a high-volume branch environment.
• Educate customers and migrate them to digital/e-Channels and self-service platforms.
• Manage leads, referrals and follow-ups within agreed turnaround times.
• Maintain accurate customer records and ensure FAIS, FICA, TCF and internal governance compliance.
• Contribute ethically and professionally to team success and customer satisfaction.

Skills

Customer service

Sales

Digital channels

Education

Grade 12

NQF Level 5 Banking/Business Admin/Customer Service

Job description

Universal Banking Advisor: Customer Solutions & Digital Guidance

FirstRand Bank Limited

Job Description

Job Description To provide a positive customer experience by being helpful and sensitive to customer needs, expectation and providing product solutions including directing customers to the correct channel (eChannels and Self Service) whilst adhering to policy and process. Hello Future Universal Advisor Welcome to FNB, the home of the #changeables. We are a trusted partner, deeply invested in creating a better world by delivering innovative, integrated, and customer-centric financial solutions. As part of our FNB Points of Presence (POP) team, you will be surrounded by unique talent in an inclusive environment that values diversity and collaboration. This role focuses on delivering a seamless, exceptional customer experience within a branch environment while proactively identifying customer needs and providing appropriate banking solutions. As a Universal Advisor, you will be responsible for delivering compliant sales and service solutions to walk-in and existing customers in a high-volume service environment. You will ensure every interaction is value-driven, ethical, and aligned to FAIS, FICA, Treating Customers Fairly (TCF) principles, and FNB governance while actively promoting digital and self-service channels. Now’s the time to imagine your potential in a team where you can become the best version of yourself.

Engage customers in a positive and professional manner by being helpful by living up to our brand promise of "How can we help you?" at all times Understand customer needs to identify, sell, and cross-sell products aligned to customer needs and provide appropriate banking and financial solutions Educate customers on the correct banking platforms suited to their needs to proactively migrate customers to digital, e-Channels, and self-service platforms Fulfil transactions above set benchmarks while delivering exceptional service Manage leads, referrals, and customer follow-ups within agreed turnaround times Maintain accurate customer records and ensure compliance with FAIS, FICA, TCF, and internal governance Always conduct yourself in an ethical and professional manner Take accountability for personal performance, learning and career development Stay informed on product offerings, systems, and industry developments Contribute to team success and adapt to changing customer and business needs

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 Strong understanding of FAIS, TCF principles, and regulatory compliance Proven ability to meet sales, service, and customer experience targets Must not be an unrehabilitated insolvent

You will have access to: Opportunities to build strong customer relationships within a dynamic POP environment A challenging, fast-paced branch setting Continuous learning and development aligned to your career path Opportunities to make a meaningful impact as a brand ambassador within a local market

You can be a match if you are: Client-focused with a strong ethical mindset Passionate about service excellence and problem-solving Confident in needs-based selling and solution delivery Agile, adaptable, and comfortable in a high-volume environment A strong communicator with excellent interpersonal skills Results-driven with strong planning and organisational skills Detail-oriented with high compliance awareness Able to work independently and collaboratively within a team All appointments will be made in line with FirstRand Group's Employment Equity Plan. The

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