Job Description

To handle inbound and outbound customer interactions—calls, electronic communications, and queries—in alignment with established standard operating procedures, ensuring customer satisfaction and the achievement of business objectives

Hello, future Service and Sales Advisor - Fixed Term Contract

FNB is recruiting Service and Sales Advisors (JITS) Call Centre Agents within the FNB Personal Loans environment in Cape Town. This role operates within a dynamic, high-volume contact centre focused on delivering exceptional customer service while identifying opportunities to provide relevant and value-adding financial solutions.

As a Service and Sales Advisor (JITS), you will be responsible for handling inbound and outbound customer interactions across multiple channels, including phone, email. Your core objective is to resolve customer queries efficiently, enhance the overall customer experience, and contribute to sales through appropriate product recommendations.

You will work in a structured, performance-driven environment where service excellence, compliance, and customer centricity are key. The role requires individuals who can effectively balance service delivery with sales performance, while upholding governance standards and organisational values.

Are you someone who can:

• Act responsibly with work-related resources to contribute to cost containment.
• Address customer needs in order to meet or exceed customer expectations.
• Build and maintain stakeholder relationships.
• Contribute to a culture of service excellence that builds positive relationships, encourages feedback, and delivers exceptional service.
• Innovate to improve customer experience by continuously identifying better and more efficient ways of working.
• Be flexible and adapt to changing circumstances.
• Deliberately seek diverse opinions, build on ideas, and avoid duplication of effort.
• Participate in the innovation process within the business and contribute towards achieving innovation objectives.
• Plan and complete activities within the area of work to meet set timeframes and quality standards.
• Adhere to schedules when performing assigned work.
• Attend and facilitate meetings as and when required.
• Maintain documentation and share information with the team where applicable.
• Execute work in accordance with organisational values and the code of ethics.
• Comply with and adhere to identified governance and compliance standards and escalate problems for investigation and resolution.
• Identify and escalate risks as a normal part of work.
• Contribute to a client service delivery culture through adherence to approved organisational service delivery principles.
• Resolve customer dissatisfaction and complaints by taking ownership of the problem.
• Deliver exceptional service by adhering to relevant SLA agreements and offering appropriate solutions.
• Plan and schedule activities to improve service delivery.
• Respond to customer queries via phone, email, to ensure full resolution.
• Follow up with customers to ensure resolution of queries handled by other stakeholders where relevant.
• Assess own performance by seeking timely and clear feedback and request training where appropriate.
• Demonstrate teamwork as a valued team player.

You will be an ideal candidate if you:

• Minimum qualification – Matric (Grade 12)
• No prior experience required – comprehensive training and support will be provided
• 1 to 3 years of experience in Client Services Support and Delivery would be advantageous but is not essential
• Relevant NQF Level 5 qualification or Diploma would be advantageous
• Demonstrated ability to take initiative and work independently (self-starter)

You will have access to:

• Opportunities to network and collaborate
• A challenging working environment
• Opportunities to innovate

We can be a match if you are:

• Adaptable and curious
• Analyse complex data sets
• Thrive in a collaborative environment

Apply now if you are interested in taking the next step. We look forward to engaging with you!

FNB respects your privacy and will process the information you have provided to us in accordance with our privacy notice This notice highlights what information we collect, why we collect it, how we use it, who we may disclose it to and your rights regarding personal information. Please visit our website to view this notice.

Important Closing Date Note

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.

30/11/26

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. In order for us to fulfill 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.