Customer Experience Advisor - Digital & Self-Service

FirstRand Bank Limited; Durban; On-site; ZAR 165,000 - 220,000; Part time

Job summary

FirstRand Bank Limited in Durban seeks a customer advisor for a 12-month hourly-rate contract in the FNB Alternative Channel. You will build relationships with clients, guide them to digital and self-service options, and ensure service standards are met.

The role requires strong communication, accuracy, and a willingness to work in shifts, with opportunities to contribute to portfolio growth while representing the brand promise of how we can help you.

Qualifications

• Minimum qualification: Grade 12 / NQF Level 4.
• Preferred qualification: NQF Level 5 Certificate in Banking, Business Administration, Customer Service, or related FAIS fields.
• 1–3 years of experience in customer-facing environments within financial services.
• Ability to guide customers toward digital and Self-Service solutions.

Responsibilities

• Build and maintain strong relationships with clients.
• Provide a positive customer experience by addressing transactional needs and expectations.
• Explain processes and requirements clearly to clients.
• Ensure compliance with rules and processes and maintain attention to detail.
• Educate customers on banking platforms aligned with their needs.
• Connect with customers by living up to the brand promise: how can we help you?
• Analyse customer data and recommend tailored solutions.
• Achieve sales results by offering contextual financial solutions.
• Demonstrate ethical conduct and accountability for performance.

Skills

Customer centric

Communication skills

Sales opportunity spotting

Regulatory awareness

Time management

Adaptability

Education

Grade 12 / NQF Level 4

Certificate in Banking or FAIS-related field

Job description

FirstRand Bank Limited in Durban seeks a customer advisor for a 12-month hourly-rate contract in the FNB Alternative Channel. You will build relationships with clients, guide them to digital and self-service options, and ensure service standards are met.

The role requires strong communication, accuracy, and a willingness to work in shifts, with opportunities to contribute to portfolio growth while representing the brand promise of how we can help you.