Branch Advisor FAIS

FirstRand Bank India; Melmoth; On-site; ZAR 180,000 - 240,000; Full time

Job summary

FirstRand Bank India in Melmoth, KwaZulu-Natal, is seeking a customer service associate to enhance the customer experience by being helpful and educating customers on eChannels and Self Service, while adhering to policy.

You will convert identified leads into sales, support cost containment, and promote digital channels to align with customer needs and brand promises. The role requires ethical conduct and adaptability to changing customer requirements.

Responsibilities

• Provides a positive customer experience by being helpful and addressing transactional needs.
• Leads identified converted into successful sales.
• Educates customers on correct eChannels to maximize digital self-service.
• Promotes the brand promise of “how can we help you?” in every interaction.
• Converse with customers to provide helpful solutions and products based on their needs.
• Adheres to the TCF (Treating Customer Fairly) principles in all that you do.
• Optimizes every customer interaction to migrate cash transactions to eChannels and encourage digital channels.
• Resolves all customer queries efficiently, and within agreed timelines.
• Supports Sales and Service client retention by managing breakdown activities as needed.
• Maintains compliance with procedures and understands risk associated with decisions.

Job description

Job Description

Provide a positive customer experience by being helpful and sensitive to customer transactional needs and expectations as well as educating customers to the correct channel (eChannels and Self Service) whilst adhering to policy and process.

• Leads identified converted into successful sales.
• Ensure activities support cost containment and reduction.
• Educate customers on correct eChannels to maximize channel optimisation opportunities identified aligned to customer needs.
• Connect with our customers by living up to our brand promise of “how can we help you?” at all times.
• Converse with our customers in a way that they fully understand and provide helpful solutions and products based on their needs.
• Always conduct yourselves in an ethical manner.
• Adhere to the TCF (Treating Customer fairly) principles in all that you do.
• Optimize every customer interaction to migrate cash transactions and/or convert customer to eChannels and encourage use of digital and self-service channels.
• Resolve all customer queries efficiently, and within agreed timelines.
• Achievement of Sales and Service client retention by managing the breakdown activities as listed in the Sales and Service Operation requirements.
• Always comply with procedures and processes contained in the relevant business guidelines and understand the risk associated with decisions.
• Fulfilling transactions above the benchmark set and providing an exceptional customer experience.
• Demonstrates behaviour in support of the organizational values.
• Takes accountability for own performance, personal and career development.
• Maintain an ability to adapt to ever changing business and customer needs.
• Contribute to the overall effectiveness and success of the team.
• Improve knowledge and competencies by completing role specific training as per eCareers.

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.

28/10/26

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 fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.