Description

Responsibilities

• Ensure the table is arranged in hall in a tidy manner
• Ensure all required documents (i.e. sending and receiving, self-employed forms, employer form, claiming for fraud form) are available
• Ensure phone is charged overnight for use every morning
• Manage the queue in the banking hall
• Maintain awareness of any security issues in the banking hall
• Welcome all customers into the banking hall
• Establish their need and provide assistance/direction
• Provide new customers with forms/assist them to complete the forms and direct them to the correct counter
• Provide accurate information regarding Mukuru services
• Explain to potential customers what Mukuru does and how transfer work
• Provide potential customers with the various locations where money can be sent to
• Assist customers by providing information / demonstration on how to create a money transfer on their phones
• Contact the Call Centre to assist customers who have issues (i.e. OTP)
• Issue new card if a customer has been blocked and send message to support to transfer funds to new card
• Assist customers to stop lost cards via USSD and issue a new card
• Resolve questions where possible, or refer customer to the Tellers or branch manager
• Provide customer with all the information regarding registration
• Capture customer information and personal details into the Mukuru app and ask customer to read the indemnity
• Take a clear photo of the customer and save it
• Capture a photo of the proof of address and proof of income, and capture the income amount accurately
• Ensure customer gets an OTP in order to proceed with sign-up
• Complete sign-up and submit for verifications to approval
• Resolve any queries from the verifications team if required
• Explain to customers the steps required to complete a money transfer
• Ensure all customers are treated fairly in accordance with the Consumer Protection Act 68 of 2008 Ensue FICA regulations are met in terms of documentation and clear photographs
• Check the customers documentation to ensure it is valid
• Complete daily system tests on system, must achieve 100% or go back and try again
• Complete daily quiz and overall monthly quiz competition
• Submit monthly assignments timeously
• Attend quarterly training and test sessions
• Provide professional customer service at all times
• Give information based on the training received
• Maintain customer confidentiality
• Monitor and manage own targets
• Attend monthly performance meeting with Branch Manager
• Attend all required training courses for new products

Requirements

• Grade 12 / or equivalent (Desirable)

Skills & Competencies

• Understanding and speaking of a Zimbabwean/Malawian/ other relevant language (Essential)
• Knowledge of Mukuru products and services
• Knowledge of FICA and CPA regulations
• Mobile telephone (and app) skills
• Verbal communication skills
• Selling skills
• Interpersonal skills
• Customer service experience (Desirable)