Universal Advisor, Customer Experience (Full-time) at FNB

As a Universal Advisor at FNB, you will be at the forefront of delivering an exceptional and seamless customer experience within a dynamic branch environment. This role is crucial for proactively identifying customer needs, providing appropriate banking and financial solutions, and expertly directing clients to the most suitable service channels, including FNB's advanced eChannels and self-service platforms. You will be responsible for delivering compliant sales and service solutions to both walk-in and existing customers in a high-volume setting, ensuring every interaction is value-driven, ethical, and fully aligned with FAIS, FICA, Treating Customers Fairly (TCF) principles, and FNB's robust governance frameworks. This position also actively promotes digital and self-service channels, contributing to FNB's ongoing commitment to innovation and customer empowerment.

Joining FNB means becoming part of the #changeables, a team deeply invested in creating a better world through innovative, integrated, and customer-centric financial solutions. As a Universal Advisor within the FNB Points of Presence (POP) team, you will be surrounded by unique talent in an inclusive environment that values diversity and collaboration. This role offers a challenging yet rewarding career path where you can continuously learn, develop, and make a meaningful impact as a brand ambassador within local markets. You will hone your skills in customer engagement, sales, compliance, and digital advocacy, positioning yourself for significant professional growth within one of South Africa's leading financial institutions.

Key Responsibilities

• Engage customers in a consistently positive and professional manner, embodying FNB's brand promise of 'how can we help you?' at all times.
• Proactively understand customer needs to effectively identify, sell, and cross-sell banking products and services that are precisely aligned with their requirements, providing appropriate financial solutions.
• Educate customers on the correct banking platforms and digital tools best suited to their needs, actively migrating them to digital, e-Channels, and self-service platforms.
• Fulfil customer transactions efficiently and accurately, consistently performing above set benchmarks while delivering exceptional service quality.
• Manage leads, referrals, and customer follow-ups diligently within agreed turnaround times, ensuring no opportunity is missed.
• Maintain accurate and up-to-date customer records, ensuring strict compliance with FAIS, FICA, TCF, and all internal governance policies.
• Conduct all professional activities in an ethical and professional manner, upholding the highest standards of integrity and trust.
• Take full accountability for personal performance, continuous learning, and career development, actively seeking opportunities for growth.
• Stay continuously informed on FNB's product offerings, internal systems, and broader industry developments to provide expert advice.
• Contribute actively to overall team success, demonstrating adaptability to changing customer demands and business needs.

Why Join the Company

FNB offers a vibrant and supportive environment where you can build strong customer relationships within a dynamic Points of Presence (POP) setting. You will thrive in a challenging, fast-paced branch environment that encourages continuous learning and development, aligning directly with your career aspirations. FNB is committed to fostering an inclusive culture where diverse talents are valued, and every team member has the opportunity to make a meaningful impact as a brand ambassador within their local market. You will gain exposure to cutting-edge financial solutions and benefit from a clear career path within the FirstRand Group, empowering you to become the best version of yourself.

Application Strategy (Exclusive)

To excel in your application for the Universal Advisor role at FNB, focus on these specific areas:

1. Emphasise Sales & Service Target Achievement: Provide concrete examples of how you have met or exceeded sales, service, or customer experience targets in previous roles. Quantify your achievements where possible to demonstrate impact.
2. Showcase Regulatory Compliance Knowledge: Clearly articulate your understanding and experience with FAIS, FICA, and TCF principles. Highlight how you've ensured compliance in customer interactions and record-keeping.
3. Illustrate Digital Migration Success: Detail instances where you've successfully educated customers on digital banking platforms and encouraged their adoption of e-channels or self-service options.

Interview Preparation

Be ready to discuss your approach to customer service and sales in a regulated environment. Two likely interview questions for this role are:

• 'Describe a situation where you had to handle a challenging customer complaint or a difficult sales objection. How did you resolve it while adhering to compliance standards?'
• 'How do you balance the need to meet sales targets with ensuring customers are directed to the most appropriate and beneficial banking solutions for their needs?'

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

How to Apply

Select the direct application link below for each position.

• Universal Advisor
• Universal Advisor

• 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.
• 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.
• Client-focused with a strong ethical mindset.
• Passionate about service excellence and problem-solving.
• Confident in needs-based selling and solution delivery.
• Agile and adaptable.