Universal Advisor

FirstRand Bank Limited; Pinetown; On-site; ZAR 180,000 - 280,000; Full time

Job summary

FirstRand Bank Limited is seeking a Universal Advisor to deliver a positive customer experience in a high-volume branch environment. You will provide compliant sales and service solutions, guiding walk-in and existing customers to appropriate banking channels while promoting digital and self-service options.

You will be expected to stay informed on product offerings, systems, and regulatory requirements, ensuring ethical interactions and accurate record-keeping.

Qualifications

• Minimum qualification: Grade 12 / NQF Level 4.
• Preferred qualification: NQF Level 5 Certificate in Banking, Business Administration, Customer Service, or FAIS-related field.
• 1–3 years of experience in customer-facing environments, service delivery, or client support within financial services.

Responsibilities

• Deliver compliant sales and service solutions to walk-in and existing customers in a high-volume branch setting.
• Educate customers on the correct banking platforms and migrate to digital, e-Channels, and self-service options.
• Manage leads, referrals, and follow-ups within agreed turnaround times while maintaining accurate customer records.
• Ensure adherence to FAIS, FICA, TCF, and internal governance in every interaction.

Skills

FAIS knowledge

TCF compliance

Sales targets

Customer service

Regulatory compliance

Communication skills

Attention to detail

Teamwork

Education

Grade 12 / NQF Level 4

NQF Level 5 Certificate in Banking/Business Admin/Customer Service (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.

Are you someone who can: 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.

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

• Strong understanding of FAIS, TCF principles, and regulatory compliance
• Proven ability to meet sales, service, and customer experience targets
• Must not be an unrehabilitated insolvent

You will have 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

You can be a match if you are

• 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

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. 23/09/26

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.