FNB Community Advisor

Wesbank; Springs; On-site; ZAR 83,000 - 138,000; Full time

Benefits offered by this job

Customer-facing role

Exposure to digital enablement

Learning and development

Collaborative branch environment

Job summary

FirstRand's FNB Points of Presence team is seeking a Community Advisor to deliver prompt, professional service, understand customer needs, and process requests efficiently on the frontline within a busy branch environment.

You will contribute to customer delight by guiding clients to digital and self‑service options, supporting portfolio growth, and maintaining accurate records to support management reporting.

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

• 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.
• Guide customers toward digital and Self-Service solutions.
• Grow the active customer account base and identify cross-sell opportunities.
• Provide accurate and timely administration and reporting.

Skills

Customer service

Communication

Relationship-building

Digital channels

Education

Grade 12 / NQF Level 4

NQF Level 5 Banking/Business/Customer Service certificate

Job description

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

Qualifications & Experience

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 Profile

• 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

Benefits

• 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

Match Criteria

• 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

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. 11/09/26

Equal Opportunity & Disability Disclosure

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.

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.