Community Advisor Contract at FNB / FirstRand

The FNB Community Advisor for Alternative Channels plays a crucial role in delivering an exceptional and efficient customer experience within FNB's Points of Presence (POP), specifically through initiatives like the Pick 'n Pay partnership. This 12-month hourly rate contract position is designed for individuals who are passionate about proactively understanding customer needs, providing tailored product solutions, and expertly directing customers to the most suitable service channels, including eChannels and self-service platforms. The Community Advisor ensures that all customer interactions align strictly with established FNB policies, processes, and service standards, upholding the bank's commitment to excellence. This role is integral to FNB's mission to be a trusted partner, helping to create a better world by offering innovative, contextual, and integrated financial solutions to a diverse customer base. The successful candidate will be a brand ambassador, embodying the "how can we help you?" ethos and contributing to the bank's presence in local communities.

Key Responsibilities

• Build and maintain strong, trust-based relationships with clients, fostering loyalty and satisfaction.
• Provide a consistently positive customer experience by being helpful, empathetic, and sensitive to customer transactional needs and expectations.
• Effectively communicate with clients, possessing the ability to explain complex banking processes and requirements in a simple, understandable manner.
• Ensure strict compliance with all FNB rules and processes, demonstrating meticulous attention to detail in every interaction.
• Educate customers on the correct banking platforms and digital solutions aligned with their specific needs, promoting self-service options.
• Connect with customers by consistently living up to FNB's brand promise of "how can we help you?" at all times.
• Analyse customer data and recommend tailored financial solutions that meet individual customer requirements and contribute to their financial well-being.
• Achieve sales results by providing contextual and integrated financial solutions to customers, contributing to portfolio growth.
• Conduct oneself in an ethical manner, upholding the highest standards of integrity and professionalism.
• Take full accountability for own performance, personal development, and career growth within the FNB environment.
• Show empathy and understanding towards customers, especially during challenging situations.
• Stay updated on industry trends, FNB product knowledge, and evolving customer service best practices.
• Be willing to work on a flexible shift structure to meet operational demands and customer needs.

Why Join FNB / FirstRand

How to Apply

* Salary is estimated based on market research and may not be accurate.

• 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, with 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 approach and enjoyment in solving problems.
• Persuasive selling skills.
• Ability to understand and apply rules in a regulated environment.
• Agile and Flexible mindset.
• Strong communication and interpersonal skills.
• Results-driven attitude with a passion for exceeding targets.
• Excellent Organisational skills and attention to detail.