Community Advisor: Elevate Service & Digital Growth

FirstRand Bank Limited; Mitchells Plain; On-site; ZAR 180,000 - 240,000; Full time

Job summary

FirstRand Bank Limited in South Africa invites applications for a Community Advisor to join the FNB Points of Presence network. You will serve customers promptly, understand their needs, and process requests with accuracy while promoting self-service channels and digital solutions to drive growth and client engagement.

Ideal candidates have Grade 12 or NQF4, with 1–3 years in customer-facing roles in financial services, strong communication, and a disciplined, governance‑mocused attitude.

Qualifications

• 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

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

Customer focus

Communication

Relationship-building

Digital Self-Service guidance

Sales support

Time management

Education

Grade 12 / NQF Level 4

NQF Level 5 Banking/Business Admin/Customer Service

Job description

FirstRand Bank Limited in South Africa invites applications for a Community Advisor to join the FNB Points of Presence network. You will serve customers promptly, understand their needs, and process requests with accuracy while promoting self-service channels and digital solutions to drive growth and client engagement.

Ideal candidates have Grade 12 or NQF4, with 1–3 years in customer-facing roles in financial services, strong communication, and a disciplined, governance‑mocused attitude.