Universal Advisor

FirstRand Bank Limited; Wes-Kaap; On-site; ZAR 260,000 - 360,000; Full time

Job summary

FirstRand Bank Limited is seeking a Universal Advisor to deliver compliant banking and sales solutions in a busy POP branch. You will help walk-in and existing customers with a focus on digital and self-service channels while upholding FAIS, FICA and TCF principles.

You will be required to identify customer needs, cross-sell products, maintain records, and stay updated on offerings in a high-volume environment with strong ethical standards.

Qualifications

• Minimum qualification: Grade 12 or NQF Level 4.
• Preferred qualification: NQF Level 5 certificate in Banking or related FAIS fields.
• 1–3 years in customer-facing environments within financial services.

Responsibilities

• Engage customers professionally and helpfully, living up to our brand promise.
• Understand needs to identify, sell and cross-sell banking products.
• Educate customers on correct channels and migrate to digital/self-service.
• Fulfil transactions meeting or exceeding benchmarks with service excellence.
• Manage leads, referrals and follow-ups within agreed timelines.
• Maintain accurate records and ensure FAIS, FICA and TCF compliance.
• Maintain ethical, professional conduct at all times.
• Own personal performance, learning and career development.
• Stay informed on product offerings, systems and industry developments.
• Contribute to team success and adapt to changing needs.

Skills

Customer focus

Sales in banking

Compliance awareness

Strong communication

Ethical conduct

Adaptability

Education

Grade 12 / NQF Level 4

NQF Level 5 Certificate in Banking, Business Administration, Customer Service, or related 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 and 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

• 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

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 Note

09/10/26

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. Listed on the Johannesburg Stock Exchange (JSE) and the Namibian Stock Exchange (NSX), FirstRand Limited is the largest financial institution by market capitalisation in Africa.

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.

The 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 combination 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.