Fnb Community Advisor Alternative Channels-2

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

Job summary

Firstrand Limited is seeking a FNB Community Advisor for an Alternative Channels role in Cape Town. The position focuses on delivering a seamless customer experience by understanding needs and directing clients to appropriate service channels, including eChannels and self-service options.

The role requires strong communication, relationship-building, and the ability to educate customers on digital banking platforms while adhering to policy and process standards.

Qualifications

• Minimum Grade 12 or NQF Level 4.
• Preferred FAIS certificated qualification (NQF Level 5).
• 1–3 years in customer-facing roles within financial services is preferred.

Responsibilities

• Build and maintain strong client relationships.
• Deliver exceptional customer experience with tailored product solutions.
• Guide customers to digital/self-service channels.
• Educate customers on banking platform options to meet needs.
• Adhere to policies, processes, and service standards.

Skills

Communication

Relationship-building

Sales opportunities

Attention to detail

Organisational skills

Customer-centric

Education

Grade 12/ NQF Level 4

FAIS-recognised NQF Level 5 certificate in Banking/Business Admin/Customer Service

Job description

FNB Community Advisor Alternative Channels-2

RMB

Posted today

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.

Please note that 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.

Qualification & Experience Requirement 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