FNB Community Advisor Alternative Channels

Wesbank; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Job summary

FirstRand Group in Cape Town invites applications for a 12‑month fixed term customer advisor role in the FirstRand Alternative Channel. You will build relationships, guide customers to digital options, and offer tailored financial solutions while ensuring compliance and a high standard of service.

You will educate customers on banking platforms, work with empathy, and stay informed about product knowledge. A shift pattern is required and a strong customer‑centric approach is essential.

Qualifications

• Minimum qualification: Grade 12/NQF Level 4.
• Preferred qualification: NQF Level 5 Certificate in Banking, Business Administration, Customer Service, or related FAIS fields.

Responsibilities

• Build and maintain strong client relationships.
• Deliver a positive customer experience by being helpful and responsive.
• Explain processes and requirements clearly to customers.
• Ensure compliance with rules and processes; maintain attention to detail.
• Educate customers on the correct banking platform for their needs.
• Connect with customers in line with the brand promise: how can we help you?
• Analyse customer data to tailor solutions.
• Achieve sales by offering contextual and integrated financial solutions.
• Act ethically and take accountability for performance.
• Show empathy and stay updated on industry trends and product knowledge.
• Willingness to work on a shift structure.

Skills

Communication

Relationship-building

Self-service guidance

Sales opportunities

Attention to detail

Time management

Education

Grade 12 / NQF Level 4

NQF Level 5 Banking/Related FAIS

Job description

Job Description To deliver an exceptional and efficient customer experience by proactively understanding customer needs, providing tailored product solutions, and directing customers to the most suitable service channels (including eChannels and self-service). Ensure all interactions align with established policies, processes, and service standards.

Hello Future FNB Community Advisor Alternative Channel Welcome to FNB, the home of the #changeables. We strive to be a trusted partner helping to create a better world by providing an innovative, contextual, and integrated financial solutions.

As part of our team in FNB Points of Presence (POP), you will be surrounded by unique talents, and an inclusive environment which value our differences and that lives up to the promise of being deeply invested. Now’s the time to imagine your potential in a team where you can become the best version of yourself.

This is a 12 Month Fixed Term Contract based at FNB Alternative Channel (Pick ‘n Pay Initiative).

Are you someone who can:

• 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 have the ability to explain processes and requirements in a simple manner.
• Ensure compliance with rules and processes and has attention to detail.
• Educate customers to the correct Banking platform aligned with their needs.
• Connect with our customers by living up to our brand promise of “how can we help you?” at all times.
• Analyse customer data and recommend tailored solutions.
• Achieve sales results by providing contextual and integrated financial solutions to customers.
• Conduct yourself in an ethical manner.
• Takes accountability for own performance, personal and career development.
• Show empathy with customers.
• Stay updated on industry trends and product knowledge.
• Willing to work on a shift structure.

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.

You will be an ideal candidate if you possess the following:

• 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.

You will have access to:

• Opportunities to build relationships as part of a dynamic team.
• A challenging working environment.
• Personal and professional growth.
• Opportunities to have an impact in a local market as a brand ambassador.

You can be a match if you are:

• Customer Centric.
• Enjoy solving problems.
• Persuasive selling skills.
• Able to understand rules in a regulated environment.
• Agile and Flexible.
• Strong communication and interpersonal skills.
• Have a results‑driven attitude with a passion for exceeding targets.
• Have excellent Organisational skills and attention to detail.

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 fulfil 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.

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. 12/09/26

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.