Universal Advisor

Job Description:

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) while adhering to policy and process.

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.

• Engage customers in a positive and professional manner by being helpful.
• Live 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.
• Conduct yourself in an ethical and professional manner at all times.
• 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.

• FAIS‑recognized qualification (preferred NQF Level 5 or higher).

• Minimum 1‑3 years’ experience in client experience and value management.
• 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.

• 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.

• 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.

Apply now if you are ready to take the next step in your career as an FNB Points of Presence:
Universal Advisor. We look forward to engaging with you!

All appointments will be made in line with First Rand 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.