Universal Advisor

FirstRand Bank Limited; Saldanha; On-site; ZAR 50,000 - 200,000; Full time

Job summary

A leading financial institution in Saldanha is seeking individuals to enhance customer experience by providing personalized solutions and guiding customers through service channels. Candidates must demonstrate strong customer service skills and the ability to adapt to evolving needs. The role involves ethical conduct, compliance with policies and processes, and contributing to team success.

Qualifications

• Experience in customer service roles.
• Ability to provide product solutions based on customer needs.
• Familiarity with eChannels and self-service processes.

Responsibilities

• Provide a positive customer experience.
• Identify and sell/cross-sell products aligned with customer needs.
• Ensure compliance with all procedures and processes.

Job description

Description

To provide a positive customer experience by being helpful and sensitive to customer needs, expectations, and providing product solutions, including directing customers to the correct channel (eChannels and Self Service) whilst adhering to policy and process.

• Connect with our customers by living up to our brand promise of "how we can help you" at all times.
• Converse with our customers in a way they fully understand and provide helpful solutions and products based on their needs.
• Always conduct themselves in an ethical manner.
• Adhere to the TCF (Treating Customer Fairly) principles in all that you do.
• Identify and sell/cross-sell products aligned with customer needs.
• Maximise channel optimisation opportunities aligned with customer needs.
• Ensure activities support cost containment and reduction.
• Optimise every customer interaction to migrate or convert customers to eChannels and/or encourage use of digital and self-service channels.
• Always comply with procedures and processes contained in the relevant business guidelines and understand the risks associated with decisions.
• Fulfilling transactions above the benchmark set and providing an exceptional customer experience.
• Demonstrate behaviour in support of the organisational values.
• Takes accountability for own performance, personal, and career development.
• Improve knowledge and competencies by completing role-specific training as per eCareers.
• Contribute to the overall effectiveness and success of the team.
• Maintain an ability to adapt to ever-changing business and customer needs.

Job Details

Take note that applications will not be accepted on the dates below; kindly submit applications ahead of the indicated closing date.

02 / 08 / 25

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 can disclose their disability information voluntarily. The Bank will keep this information confidential unless required by law to disclose it.