FNB Community Advisor

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

Job summary

FirstRand Bank Limited in Durban invites applications for a 12-month hourly rate Community Advisor. You will deliver prompt, customer-centric service, understand needs, and process requests efficiently at the frontline of our POP network.

You will promote digital and self-service adoption, support sales and service delivery, and maintain accurate records while meeting governance requirements. The role emphasises customer delight and continuous personal development.

Qualifications

• Minimum qualification: Grade 12 / NQF Level 4.
• Preferred: NQF Level 5 certificate in Banking, Business Admin, or Customer Service.
• 1–3 years of experience in customer-facing environments within financial services.

Responsibilities

• Serve customers promptly and professionally, understanding their needs.
• Deliver service aligned to Balanced Scorecard standards.
• Support sales and service delivery to grow the client base.
• Assist customers to migrate to Self-Service and digital channels.
• Provide accurate administration and timely reporting.
• Ensure transactions are processed and closed within timelines.
• Produce sales and service statistics for management.

Skills

Excellent communication

Relationship-building

Digital channels guidance

Sales opportunity identification

Accuracy & attention to detail

Organised & time management

Team player

Education

Grade 12 / NQF Level 4

NQF Level 5 Certificate in Banking/Business Admin/Customer Service

Job description

About the Role

Job Description To provide the customers with excellent service by ensuring that they are served promptly, understanding their needs and processing their requests Hello Future Community Advisor Welcome to FNB, the home of the #changeables. We are a trusted partner, deeply invested in creating a better world by delivering innovative, contextual, and customer‑centric financial solutions. As part of our FNB Points of Presence (POP) team, the Community Advisor plays a critical frontline role in delivering excellent service to customers ensuring they are served promptly, their needs are understood, and their requests are processed accurately and efficiently. This role contributes to business growth by driving exceptional customer experiences, growing the client base, and supporting sales and service delivery aligned to FNB’s standards. Now’s the time to imagine your potential in a role where service excellence, customer understanding, and operational effectiveness come together. Please note that this is a 12-Month Hourly Rate Contract (FNB Branch)

Key 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

Qualification & Experience Requirements

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

Ideal Candidate

• 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

What We Offer

• A customer‑facing role within the FNB Points of Presence network
• Exposure to digital enablement, customer engagement, and frontline service practices
• Ongoing learning and development aligned to service, sales, and operational excellence
• A collaborative, supportive branch environment focused on customer delight

Expected Qualities

• Customer‑centric with a passion for delivering exceptional experiences
• Motivated by achieving performance targets
• Organised and detail‑driven with strong follow‑through
• Ethical, compliant, and aligned to governance requirements
• A strong team player who builds positive working relationships
• Proactive in your learning and personal development

Employment Equity

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. Candidates may disclose disability information voluntarily; this information will be kept confidential unless required by law. 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. 10/11/26 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.

Company Overview

FirstRand provides a comprehensive range of financial services in South Africa and certain markets in broader Africa. The group also offers certain niche products and services in the UK and India. Listed on the Johannesburg Stock Exchange (JSE) and the Namibian Stock Exchange (NSX), FirstRand Limited is the largest financial institution by market capitalisation in Africa. The group follows a multi‑branding approach. Its portfolio of financial services businesses includes FNB, RMB, WesBank, Ashburton Investments, Aldermore, MotoNovo and DirectAxis. Many are leaders in their respective segments and markets, offering transactional, lending, investment and insurance products and services The FirstRand Corporate Centre houses many of the critical functions required by a large and complex financial services group. The group’s track record of delivering superior returns to shareholders has been achieved through a combination of organic growth, acquisitions, innovation and the creation of completely new businesses. The group’s purpose of delivering Shared Prosperity provides many opportunities for employees to innovate to address social and environmental challenges in our markets. All of our businesses have successful Volunteering programmes which also allow employees to adopt and support causes close to their hearts.