Fica Specialist - Umhlanga at iKhokha

Job Description

The iKhokha talent team is hiring for a FICA Specialist. 

We are looking for a professional individual with strong attention to detail and excellent communication skills to take on the role. 

So, what will you do?  

You will be responsible for onboarding iKhokha merchants and facilitate a seamless and efficient FICA verification process. 

 In addition to the above, you will:  

• Increase onboarding conversion/activation through efficient handling time across CRM platform 
• Identify outstanding FICA requirements and proactively request these documents from onboarding agents 
• Keep onboarding agents informed of all changes and processes. Follow up on outstanding requirements from onboarding specialist 
• Provide unsurpassed service excellence to promote efficient turnaround times to achieve merchant retention and loyalty 
• Ensure that call and ticket SLA’s are met as defined with the Team Leader and Line Manager 
• Interact with escalations of onboarding agents daily, responding to their questions or concerns and guiding them to the appropriate requirements 
• Verify all documents and information captured on a merchants profile, including identity information to ensure seamless onboarding and trading experience 
• Interpret all FICA checks to establish if the merchant meets iKhokha’s requirements in order to be a legit business trader 
• Understand the various different business entities and conduct the necessary FICA checks for those entities to ensure compliance and prevent money laundering 
• Ensure attention to detail when capturing merchant information efficiently and accurately 
• Request outstanding documents from onboarding specialist to ensure profile completion from merchants 
• Escalate urgent queries that require input from senior management 
• Ensure proper escalations when any systems or tools are down and that proper communication is rendered to the Team Leader and Line Manager

Qualifications

• Minimum of a matric qualification. 

Deal Breakers:  

• 1 – 2 years FICA experience with exposure to FAIS. 
• Must have experience in MS office 
• Exposure to CRM platforms 
• Excellent written and verbal communication skills with a specific focus on customer service 
• Data capturing and detail orientation with a good understanding of FICA requirements 
• Effective communication skills with good telephone and email etiquette 
• Ability to handle pressure and large volumes of work with speed and accuracy  
• Problem Solving 
• FICA 
• Fraud & Risk Compliance 
• Onboarding 
• Support 
• Sales