Community Advisor at FNB (Mthatha Eastern Cape)

FNB is seeking a dedicated and customer-centric Community Advisor to join their Points of Presence (POP) team. This frontline role is crucial in delivering excellent service, understanding customer needs, and processing requests accurately and efficiently. The Community Advisor will contribute to business growth by fostering exceptional customer experiences, expanding the client base, and supporting sales and service delivery in alignment with FNB’s high standards. This is a 12-Month Hourly Rate Contract position within an FNB Branch, focusing on serving customers promptly and professionally, aligned with the Balanced Scorecard service standards. The role involves managing customer migration to self-service and digital channels, identifying cross-sell opportunities, and achieving sales and service targets. Accurate reporting, compliance with governance and legislative requirements, and upholding FNB’s Golden Rules are essential. The position also requires a commitment to self-development and continuous personal capability growth. This vacancy is part of building a talent pool for geographical areas including East London, Matatiele, Aliwal North, and Sterkspruit.

Key Responsibilities

• Serve customers promptly and professionally, ensuring their needs are fully understood.

• Deliver an excellent customer experience aligned to Balanced Scorecard service standards.

• Achieve net profit growth through effective sales and service support.

• Manage the migration of customers from traditional transactions to Self-Service and digital channels.

• Grow the active customer account base to expand overall client engagement.

• Identify and maximise cross-sell opportunities to strengthen customer relationships.

• Track, control, and influence sales activities to achieve predetermined sales targets.

• Track, control, and influence service activities to improve service efficiencies.

• Provide efficient administration through careful planning, accurate reporting, and timely information updates.

• Check and verify transactions daily to ensure new business applications are processed and closed within required timelines.

• Produce accurate and reliable sales and service statistics for management and decision-making.

• Comply with governance, legislative, and audit requirements.

• Uphold FNB’s Golden Rules processes and procedures consistently.

• Take accountability for self-development and continuously grow personal capability.

Why Join the Company

FNB, a trusted partner and the home of the #changeables, is deeply invested in creating a better world through innovative financial solutions. As a leading bank with a market-leading app and a globally recognised rewards system (eBucks), FNB offers multiple opportunities for career growth and development. You will gain exposure to digital enablement, customer engagement, and frontline service practices within a collaborative and supportive branch environment focused on customer delight. FNB is committed to the recruitment and advancement of individuals with disabilities and supports the development of its employees.

How to Apply

Please apply using the Quick Apply button on this page.

Reference: R52389

• 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

• Excellent communication and relationship-building skills and an ability to engage diverse customer needs

• Confidence in guiding customers toward digital and Self-Service solutions

• Ability to identify sales opportunities and support portfolio growth

• High levels of accuracy, discipline, and adherence to process

• Strong organising, planning, and time-management capability

• Commitment to delivering consistent, exceptional service

• Customer-centric with a passion for delivering exceptional experiences

• Motivated by achieving performance targets

• Organised and detail-driven with strong follow-through

• Ethical, compliant, and aligned to governance requirements

• A strong team player who builds positive working relationships

• Proactive in your learning and personal development