Community Advisor, Alternative Channels (Contract) at FNB

As a Community Advisor for Alternative Channels at FNB, you will play a pivotal role in delivering an exceptional and efficient customer experience. This position focuses on proactively understanding customer needs, providing tailored product solutions, and expertly directing clients to the most suitable service channels, including FNB's innovative eChannels and self-service platforms. Your daily activities will ensure that all customer interactions strictly adhere to established policies, processes, and FNB's high service standards, contributing significantly to the bank's commitment to customer satisfaction and digital migration. This 12-month hourly rate contract position, based within FNB's Points of Presence (POP) and specifically supporting the Boxer Initiative, offers a dynamic environment where you can make a tangible impact.

You will be an integral part of a team that embodies FNB's #changeables ethos, striving to be a trusted partner in creating a better world through innovative, contextual, and integrated financial solutions. This role is ideal for individuals who are passionate about connecting with people, possess a strong ethical compass, and are eager to contribute to a leading financial institution's mission. You will develop crucial skills in customer relationship management, digital advocacy, and financial product knowledge, all while operating within a supportive and inclusive environment that values diversity and personal growth.

Key Responsibilities

• Build and maintain robust, trust-based relationships with a diverse client base, ensuring a positive and lasting impression.
• Provide an exceptional customer experience by being consistently helpful, empathetic, and highly sensitive to customer transactional needs and expectations.
• Communicate complex financial processes and requirements clearly and simply, ensuring full customer understanding and confidence.
• Ensure strict compliance with all internal rules, regulatory processes, and FNB's governance frameworks, demonstrating meticulous attention to detail.
• Educate and guide customers towards the most appropriate banking platforms and digital solutions aligned with their individual needs, facilitating seamless transitions to eChannels and self-service.
• Actively connect with customers by consistently living up to FNB's brand promise of 'how can we help you?' in every interaction.
• Analyse customer data and insights to recommend personalised and integrated financial solutions that genuinely meet their evolving requirements.
• Achieve defined sales results by effectively presenting contextual and integrated financial solutions to customers, contributing to portfolio growth.
• Conduct all professional activities in an ethical, transparent, and compliant manner, upholding FNB's values.
• Take full accountability for personal performance, continuous learning, and career development within the organisation.
• Demonstrate empathy and understanding towards customer concerns, resolving issues efficiently and courteously.
• Stay continuously updated on industry trends, new product knowledge, and technological advancements within the financial services sector.
• Be willing and able to work effectively within a flexible shift structure to meet operational demands.

Why Join the Company

Joining FNB means becoming part of a forward-thinking organisation that is deeply invested in its people and its purpose. As a Community Advisor, you will be welcomed into an inclusive environment where unique talents are celebrated, and diversity is valued. FNB offers unparalleled opportunities to build meaningful relationships within a dynamic team, fostering both personal and professional growth. You will thrive in a challenging yet rewarding work environment, gaining exposure to innovative financial solutions and making a significant impact as a brand ambassador in local markets. FNB is committed to providing continuous learning and development pathways, ensuring you have the resources and support to become the best version of yourself and advance your career within the FirstRand Group.

Application Strategy (Exclusive)

To stand out for this Community Advisor role at FNB, consider these specific tips:

1. Highlight Digital Advocacy & Customer Education: Emphasise any experience you have in guiding customers towards digital platforms, explaining technology, or promoting self-service solutions. Provide examples of how you've successfully transitioned users to new systems.
2. Showcase Empathy & Problem-Solving in Financial Context: Detail instances where you've demonstrated strong empathy while resolving customer financial queries or issues. Focus on how you've simplified complex information and provided clear, actionable solutions.
3. Demonstrate Compliance & Attention to Detail: Given the regulated financial environment, explicitly mention your commitment to adherence to policies and processes. Provide examples of your meticulous approach to tasks and your understanding of the importance of compliance.

Interview Preparation

Prepare for questions that assess your customer service and problem-solving skills. Two likely interview questions for this role are:

• 'Describe a time you had to explain a complex financial product or process to a customer who was struggling to understand. How did you ensure they fully grasped the information?'
• 'How do you approach a customer who is resistant to using digital banking channels, and what steps would you take to encourage their adoption?'

You can practice answering these and other questions using the Xhosadev Interview Simulator.

How to Apply

Please apply using the Quick Apply button on this page.

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