Service and Sales Advisor JITS - 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.

• 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.

• 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)

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

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

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