Community Advisor – Customer Service & Sales

About the role

The Community Advisor is the frontline representative of FNB, responsible for delivering prompt, professional service to customers while understanding their needs and processing requests efficiently. This role supports business growth by enhancing customer experiences, expanding the client base, and contributing to sales and service targets.

Key responsibilities

• Serve customers promptly and professionally, ensuring their needs are fully understood.
• Deliver an excellent customer experience aligned with Balanced Scorecard service standards.
• Drive net profit growth through effective sales and service support.
• Guide customers to migrate from traditional transactions to self‑service and digital channels.
• Grow the active customer account base and identify cross‑sell opportunities.
• Track, control, and influence sales and service activities to meet targets and improve efficiencies.
• Provide accurate administration, reporting, and timely information updates.
• Verify daily transactions to ensure new business applications are processed within required timelines and produce reliable sales and service statistics for management.

Required profile

• Minimum Grade 12/NQF Level 4; preferably NQF Level 5 Certificate in Banking, Business Administration, Customer Service or related field recognized by FAIS.
• 1–3 years experience in customer‑facing environments, service delivery or client support within financial services.
• Excellent communication and relationship‑building skills with 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 accuracy, discipline and adherence to processes.
• Strong organising, planning and time‑management abilities.

Required skills