Universal Advisor

Job Description

To provide a positive customer experience by being helpful and sensitive to customer needs, expectation and providing product solutions including directing customers to the correct channel (eChannels and Self Service) whilst adhering to policy and process.

Hello Future Universal Advisor

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.

As a Universal Advisor, you will be responsible for delivering compliant sales and service solutions to walk-in and existing customers in a high-volume service environment. You will ensure every interaction is value-driven, ethical, and aligned to FAIS, FICA, Treating Customers Fairly (TCF) principles, and FNB governance while actively promoting digital and self-service channels.

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

Qualification & Experience Requirement

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

You will be an ideal candidate if you possess the following

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

You can be a match if you are

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 FirstRand 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.

Engage customers in a positive and professional manner by being helpful

by living 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

Always conduct yourself in an ethical and professional manner

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