Frontline Banking Associate: Customer Experience & Growth

FirstRand Bank India; Ga-Segonyana Local Municipality; On-site; ZAR 83,000 - 124,000; Part time

Job summary

FirstRand Bank is seeking a Community Advisor on a 12‑month hourly-rate contract in South Africa to provide excellent customer service and support branch sales through digital channels. You will guide customers toward Self‑Service options, manage cross-sell opportunities, and maintain accurate admin and reporting to support decision-making.

The role emphasizes service excellence, adherence to governance, and ongoing personal development within the FNB POP network, contributing to client

Qualifications

• Minimum Qualification: Grade 12 / NQF Level 4
• Preferred Qualification: NQF Level 5 Certificate in Banking, Business Admin, 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
• 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

Skills

Customer service

Sales support

Digital channels

Communication

Attention to detail

Education

Grade 12 / NQF Level 4

NQF Level 5 Certificate in Banking / related fields

Tools

MS Office

Job description

FirstRand Bank is seeking a Community Advisor on a 12‑month hourly-rate contract in South Africa to provide excellent customer service and support branch sales through digital channels. You will guide customers toward Self‑Service options, manage cross-sell opportunities, and maintain accurate admin and reporting to support decision-making.

The role emphasizes service excellence, adherence to governance, and ongoing personal development within the FNB POP network, contributing to client