Frontline Banking Advisor: Customer Experience & Digital Sales

FirstRand Bank India; Pretoria; On-site; ZAR 103,000 - 131,000; Full time

Job summary

FNB is seeking a Community Advisor for a 12-month hourly contract at a branch in Pretoria. The role focuses on delivering prompt, accurate service and understanding customer needs while driving digital adoption and self-service options.

It aims to grow the client base and support sales with disciplined governance and process adherence. You will work in a frontline, customer-facing environment, contributing to service excellence, volume handling, and daily reporting.

Qualifications

• Minimum qualification: Grade 12/NQF Level 4
• Preferred qualification: NQF Level 5 Certificate in Banking, Business Administration, Customer Service, or related FAIS recognised fields
• 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
• 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 targets
• Track, control, and influence service activities to improve service efficiencies
• Provide accurate reporting and timely information updates
• Check and verify transactions daily to ensure new business applications are processed and closed on time
• Produce accurate sales and service statistics for management decisions
• Comply with governance, legislative, and audit requirements
• Uphold Golden Rules processes and procedures consistently
• Take accountability for self-development and personal growth

Skills

Customer service

Sales skills

Digital channels

Communication

Teamwork

Attention to detail

Education

Grade 12 / NQF 4

NQF Level 5 Certificate

Job description

FNB is seeking a Community Advisor for a 12-month hourly contract at a branch in Pretoria. The role focuses on delivering prompt, accurate service and understanding customer needs while driving digital adoption and self-service options.

It aims to grow the client base and support sales with disciplined governance and process adherence. You will work in a frontline, customer-facing environment, contributing to service excellence, volume handling, and daily reporting.