Universal Advisor Pipeline

FirstRand Bank India; eMalahleni; On-site; ZAR 250,000 - 420,000; Full time

Job summary

FNB invites applications for a Universal Advisor to deliver compliant sales and service solutions in a busy branch. You will identify customer needs, promote banking products, and migrate customers to digital channels while upholding FAIS, FICA, TCF, and governance standards.

In this role you’ll handle high-volume transactions, maintain accurate records, and strive for exceptional customer experience. The successful candidate will have 1–3 years in customer-facing financial services and a Grade

Qualifications

• Experience in customer-facing environments and financial services.
• Understanding of FAIS, FICA and TCF principles and governance.
• Ability to meet sales and customer experience targets.

Responsibilities

• Engage customers professionally, identify needs and present banking solutions.
• Educate customers on digital channels and self-service platforms.
• Fulfil transactions while maintaining high service standards.
• Maintain accurate customer records and ensure compliance.
• Contribute to team success in a high-volume branch environment.

Skills

Customer service

Needs-based selling

Regulatory compliance

Communication skills

Education

Grade 12 / NQF Level 4

NQF Level 5 Certificate in Banking

Job description

Job Description

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

________________________________________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.

• 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 to customer needs.
• Maximise channel optimisation opportunities identified aligned to customer needs.
• Ensure activities support cost containment and reduction.
• Optimise every customer interaction to migrate or convert customer 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 risk 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 training specific for role 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

Application Closing Date

30/11/26

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. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.