Customer Experience Advisor - Digital & Self-Service

FirstRand Bank Limited; Johannesburg; On-site; ZAR 83,000 - 124,000; Part time

Job summary

FirstRand Bank Limited in South Africa seeks a Customer Service Advisor for the Alternative Channel on a 12‑month hourly rate contract. You will build relationships, guide customers to digital/self‑service options, and provide tailored financial solutions while adhering to bank policies and service standards.

The role requires 1–3 years in client-facing settings, Grade 12/NQF4, with FAIS-recognised banking knowledge preferred. Shift work and a customer-centric mindset are essential for success.

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

• Build and maintain strong relationships with clients.
• Provide a positive customer experience by being helpful and sensitive to customer transactional needs and expectations.
• Effectively communicate with clients and explain processes and requirements clearly.
• Ensure compliance with rules and processes and maintain attention to detail.
• Educate customers on the correct Banking platform aligned with their needs.
• Connect with customers by living up to the brand promise of how can we help you?
• Analyse customer data and recommend tailored solutions.
• Achieve sales results by providing contextual and integrated financial solutions to customers.
• Take accountability for own performance, personal and career development.
• Stay updated on industry trends and product knowledge.

Skills

Customer service

Communication

Relationship building

Sales orientation

Digital self-service

Time management

Education

Grade 12/NQF 4

NQF Level 5 Banking Certificate

Tools

CRM systems

Job description

FirstRand Bank Limited in South Africa seeks a Customer Service Advisor for the Alternative Channel on a 12‑month hourly rate contract. You will build relationships, guide customers to digital/self‑service options, and provide tailored financial solutions while adhering to bank policies and service standards.

The role requires 1–3 years in client-facing settings, Grade 12/NQF4, with FAIS-recognised banking knowledge preferred. Shift work and a customer-centric mindset are essential for success.