Universal Advisor

FirstRand Bank Limited; Jacobsdal; On-site; ZAR 300,000 - 420,000; Full time

Job summary

FirstRand Bank Limited in South Africa invites applications for a Universal Advisor role in a high-volume branch environment. You will deliver compliant sales and service solutions to walk-in and existing customers, guiding them to digital and self-service channels while maintaining FAIS, FICA, TCF and governance standards.

The position focuses on customer experience, ethical standards and ongoing development, with opportunities to impact local markets and be a brand ambassador within the POP

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

• Engage customers in a positive and professional manner by living up to our brand promise of “How can we help you?” at all times.
• Understand customer needs to identify, sell, and cross-sell products aligned to customer needs and provide appropriate banking and financial solutions.
• Educate customers on the correct banking platforms suited to their needs to migrate customers to digital, e-Channels, and self-service platforms.
• Fulfil transactions above set benchmarks while delivering exceptional service.
• Manage leads, referrals, and customer follow-ups within agreed turnaround times.
• Maintain accurate customer records and ensure compliance with FAIS, FICA, TCF, and internal governance.
• Always conduct yourself in an ethical and professional manner.
• Take accountability for personal performance, learning, and career development.
• Stay informed on product offerings, systems, and industry developments.
• Contribute to team success and adapt to changing customer and business needs.

Skills

Customer service orientation

Needs-based selling

Communication skills

Ethical mindset

Team collaboration

Education

Grade 12 / NQF Level 4

NQF Level 5 Certificate in Banking, Business Administration, Customer Service, or related fields recognized by FAIS

Job description

Job Description

To provide a positive customer experience by being helpful and sensitive to customer needs, expectation and providing product solutions including directing customers to the correct channel (eChannels and Self Service) whilst adhering to policy and process. Hello Future Universal Advisor, Welcome to FNB, the home of the #changeables. We are a trusted partner, deeply invested in creating a better world by delivering innovative, integrated, and customer‑centric financial solutions. As part of our FNB Points of Presence (POP) team, you will be surrounded by unique talent in an inclusive environment that values diversity and collaboration. This role focuses on delivering a seamless, exceptional customer experience within a branch environment while proactively identifying customer needs and providing appropriate banking solutions. As a Universal Advisor, you will be responsible for delivering compliant sales and service solutions to walk‑in and existing customers in a high‑volume service environment. You will ensure every interaction is value‑driven, ethical and aligned to FAIS, FICA, Treating Customers Fairly (TCF) principles, and FNB governance while actively promoting digital and self‑service channels. Now’s the time to imagine your potential in a team where you can become the best version of yourself.

Responsibilities

• Engage customers in a positive and professional manner by being helpful by living up to our brand promise of “How can we help you?” at all times
• Understand customer needs to identify, sell, and cross‑sell products aligned to customer needs and provide appropriate banking and financial solutions
• Educate customers on the correct banking platforms suited to their needs to proactively migrate customers to digital, e‑Channels, and self‑service platforms
• Fulfil transactions above set benchmarks while delivering exceptional service
• Manage leads, referrals, and customer follow‑ups within agreed turnaround times
• Maintain accurate customer records and ensure compliance with FAIS, FICA, TCF, and internal governance
• Always conduct yourself in an ethical and professional manner
• Take accountability for personal performance, learning, and career development
• Stay informed on product offerings, systems, and industry developments
• Contribute to team success and adapt to changing customer and business needs

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

• Client‑focused with a strong ethical mindset
• Passionate about service excellence and problem‑solving
• Confident in needs‑based selling and solution delivery
• Agile, adaptable, and comfortable in a high‑volume environment
• A strong communicator with excellent interpersonal skills
• Results‑driven with strong planning and organisational skills
• Detail‑oriented with high compliance awareness
• Able to work independently and collaboratively within a team

Access to

• Opportunities to build strong customer relationships within a dynamic POP environment
• A challenging, fast‑paced branch setting
• Continuous learning and development aligned to your career path
• Opportunities to make a meaningful impact as a brand ambassador within a local market

Employment Equity

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 on a voluntary basis. This information will be kept confidential unless required by law.

Important Closing Date

Take note that applications will not be accepted on the below date and onwards: 09/11/26.

Company Information

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. 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. 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 partnership 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.