FNB Community Advisor Alternative Channels

Job Description

To deliver an exceptional and efficient customer experience by proactively understanding customer needs, providing tailored product solutions, and directing customers to the most suitable service channels (including eChannels and self-service). Ensure all interactions align with established policies, processes, and service standards.

Welcome to FNB, the home of the #changeables. We strive to be a trusted partner helping to create a better world by providing an innovative, contextual, and integrated financial solutions. As part of our team in FNB Points of Presence (POP), you will be surrounded by unique talents, and an inclusive environment which value our differences and that lives up to the promise of being deeply invested.

Now’s the time to imagine your potential in a team where you can become the best version of yourself.

This is a 12-Month Hourly Rate Contract based at FNB Alternative Channel (Pick ‘n Pay Initiative).

• Build and maintain strong relationships with clients.
• Provide a positive customer experience by being helpful and sensitive to customer transactional needs and expectations.
• Effectively communicate with clients and have the ability to explain processes and requirements in a simple manner.
• Ensure compliance with rules and processes and has attention to detail.
• Educate customers to the correct Banking platform aligned with their needs.
• Connect with our customers by living up to our brand promise of “how can we help you?” at all times.
• Analyse customer data and recommend tailored solutions.
• Achieve sales results by providing contextual and integrated financial solutions to customers.
• Conduct yourself in an ethical manner.
• Takes accountability for own performance, personal and career development.
• Show empathy with customers.
• Stay updated on industry trends and product knowledge.
• Willing to work on a shift structure.

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.

• Opportunities to build relationships as part of a dynamic team.
• A challenging working environment.
• Personal and professional growth.
• Opportunities to have an impact in a local market as a brand ambassador.

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. In order for us to fulfil 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.

The first Rand 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), First Rand 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, Wes Bank, Ashburton Investments, Aldermore, Moto Novo and Direct Axis. Many are leaders in their respective segments and markets, offering transactional, lending, investment and insurance products and services. The First Rand 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.