Customer Success Advisor - Digital & Self-Service Channels

FirstRand Limited; Durban; On-site; ZAR 83,000 - 165,000; Part time

Job summary

FirstRand Limited’s FNB Alternative Channel is seeking a community advisor for the 12-month hourly rate contract at Pick 'n Pay locations. You will deliver an exceptional customer experience, build relationships, and guide clients to suitable service channels, including eChannels and self-service platforms.

You will need strong communication, a customer-centric approach and the ability to sell contextual financial solutions while adhering to regulated processes.

Qualifications

• Grade 12 or NQF4 required.
• NQF5 FAIS-recognised certificate preferred.
• 1–3 years in customer‑facing environments within financial services.

Responsibilities

• Build and maintain strong client relationships.
• Deliver excellent customer experiences and address needs.
• Explain processes and requirements clearly to customers.
• Ensure compliance with rules and processes.
• Educate customers on the correct banking platforms.
• Promote digital and self-service solutions.
• Analyse customer data to tailor financial solutions.
• Aim to achieve sales targets with contextual financial solutions.
• Work with shift structures.
• Demonstrate ethical conduct and accountability.

Skills

Customer service

Communication skills

Relationship-building

Sales skills

Self-service guidance

Regulatory knowledge

Time management

Education

Grade 12 / NQF4

NQF5 FAIS certificate

Job description

FirstRand Limited’s FNB Alternative Channel is seeking a community advisor for the 12-month hourly rate contract at Pick 'n Pay locations. You will deliver an exceptional customer experience, build relationships, and guide clients to suitable service channels, including eChannels and self-service platforms.

You will need strong communication, a customer-centric approach and the ability to sell contextual financial solutions while adhering to regulated processes.