Active Jobs at Mukuru

Branch Manager

• The Branch Manager reports directly to the Regional Manager.
• This dynamic leadership role is responsible for ensuring the smooth and professional execution of foreign exchange transactions, while inspiring and empowering a team of Forex Consultants and Mukuru Ambassadors.
• The Branch Manager is the heartbeat of the branch, managing both the financial integrity of the safes and delivering an exceptional customer experience.
• This role is pivotal in maintaining operational excellence and team cohesion, as well as being the first point of contact for resolving both customer and staff-related issues.
• Internal liaison takes place with the branch staff; external liaison involves engaging with our valued customers and key service providers.

Minimum Requirements

• To succeed in this role, you will need a solid understanding of foreign exchange processes, exchange control regulations, FICA and AML compliance, as well as Reserve Bank policies.
• Knowledge of branch operations, cash handling, and HR principles is essential.
• You should possess strong multitasking and administrative skills, be computer literate, and communicate effectively both verbally and in writing. Attention to detail, conflict management, and excellent interpersonal skills are key in leading a high-performing team.
• A minimum of 3 years’ experience as a Forex Consultant is essential, along with a Grade 12 qualification or equivalent.
• Proficiency in a relevant local language such as Shona, Chewa, or another is also required for engaging effectively with our customer base.

Key Responsibilities

Branch Operations Management:

• You’ll ensure that the branch opens and closes securely, with all systems, alarms, and equipment functioning correctly. You'll also ensure the branch remains professional in appearance and fully stocked with the necessary supplies.

Safe Management:

• Managing the safe and the secure handling of money is a critical part of the role. You'll ensure the safes are opened and closed according to protocol, all cash is correctly counted and reconciled, and any discrepancies are investigated and reported.

Cash Issuance & Control:

• You’ll handle additional stock or float requests during the day, issuing funds accurately and ensuring everything is correctly captured in the system with the proper documentation.

Stock & Logistics Coordination:

• This involves liaising with security services such as Fidelity Guards, receiving stock and deposits, processing them on the system, and storing everything safely with accurate records and notifications.

Customer Service & Issue Resolution:

• You’ll act as the go-to person for customer complaints and ensure that issues are resolved professionally, calmly, and in a timely manner.
• When needed, unresolved concerns will be escalated to the Regional Manager.

Team Leadership:

• You’ll lead and support Forex Consultants and Mukuru Ambassadors, offer on-the-job training, conduct spot checks, guide transactions, and resolve minor HR issues. Major staff matters will be escalated accordingly.

Client Support Duties:

• At times, you may assist with transactions, provide remittance support, issue bank statements or confirmation letters, and help walk-in customers with any service-related concerns.

Knowledge Mastery & Training Compliance:

• You’ll need to keep up with the ICFX system and complete all daily, monthly, and quarterly training quizzes and assignments to maintain system proficiency and compliance knowledge.

Performance Management:

• You will conduct regular check-ins with your team, coach and mentor them, monitor key performance indicators, manage leave approvals, and ensure compliance with company policies.

Self-Development:

• As a Branch Manager, you’re expected to monitor your own targets, attend monthly performance meetings, and actively engage in professional development initiatives.

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Branch Ambassador

• An exciting opportunity exists for a Branch Ambassador to join the Mukuru team in Pretoria.
• The main purpose of this role is to act as a Mukuru brand salesperson.
• The Mukuru Ambassador reports directly to the Branch Manager.
• This position is responsible for providing customers with company information and signing them up for the Mukuru services on the Mukuru app.
• They are responsible for accurately capturing customer details as well capturing FICA required documentation and photos.
• The Mukuru Ambassador is situated in the banking hall of the branch.
• Internal Liaison takes place with all Agent Support Consultants. External liaison takes place customers.

Duties and Responsibilities (Include but is not limited to):

• 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
• Ensure 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

Key Requirements:

• Grade 12 / or equivalent (Desirable)
• 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

Additional Skills:

• Customer service experience (Desirable)

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Job Purpose

• The purpose of this role is to provide World Class customer support to customers from the China corridor by assisting with order creation, verifications, number changes as well as providing support to the corridor Agents.
• The Cross-functional Consultant reports directly to the Cross-functional CS Lead.
• This position is responsible for providing support to the customers in the China corridor, by assisting with order creations, responding to queries, changing details as well as checking and verifying information gathered from new customers within the China corridor in order to open accounts.
• They are required to check the integrity of the documents provided and identify potential fraudulent documents.
• They must respond to inbound and make outbound calls to the customer as soon as the documents have been verified in order to conduct security checks and onboard customers timeously.
• Internal Liaison takes place with the Agents, Verification, PayOps, Customer Support and Compliance.
• External liaison takes place with external customers.

Duties and Responsibilities (Include but is not limited to):

• To provide efficient support to Corridor customers
• Create accurate orders for Corridor customers
• Assist with resolving customer queries within the Corridors
• Verify documentation and information supplied by Corridor customers when signing up for new accounts
• Process Zendesk verification requests
• Check the Proof of Income for non-South African citizens is completed in full with the job title, Identification number, salary, employers information and signature
• Check the Proof of Residence form is completed with the customer address, signature and agents signature
• To complete the electronic verification process for Corridor customers
• Complete outstanding information on the verification form
• Select “bad” if any aspect looks suspicious and insert a comment/reason for the rejection
• Make inbound and outbound calls to Corridor customers in order to carry out security checks
• Onboard customer within 5 minutes of sign up
• Process requests for contact number changes and pin resets for Corridor customers
• Ensure a clear photograph of the customer holding their Identity document is received before processing any number changes or pin resets
• Verify that the Identity document/passport matches the one previously supplied and saved on the system profile
• Call the client to establish that it is the correct client making the request
• Generate a statement form Mukuru card manager in order to ask security questions
• Refer the customer to their nearest branch if any information appears suspicious
• Update the required information or process the reset
• Update Zendesk with all required notes and information
• Respond to whatsapp and skype requests on allocated rotational days
• Provide support to the agent consultants for the Corridor
• Escalate unresolved issues to Team Leader or relevant department
• Uphold the company brand
• Manage own professional and self-development
• Verify the information captured by the agent matches the information on supplied FICA documentation

Key Requirements:

• Grade 12 or equivalent (Essential)
• Degree/Diploma (desirable)
• Mukuru customer support training course
• Understanding and speaking of English and Mandarin (Essential)
• 1 years Customer Service Consultant experience (Essential)
• Verifications experience (Desirable)
• Knowledge of money transfer procedures
• Knowledge of FICA regulations

Additional Skills:

• Computer skills
• Typing skills
• Telephone skills
• Verbal and written communication skills
• Telephone skills
• Organisational & administrative skills
• Attention to detail

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Job Description

• Are you passionate about bridging the gap between cutting-edge technology and client success?
• We’re on the lookout for a dynamic and driven Cross-Functional Support Consultant (Mandarin) to join our vibrant team!
• In this exciting role, you'll be the vital link that ensures seamless communication and support across multiple departments while delivering exceptional service to our Mandarin-speaking clients.
• You’ll work at the forefront of innovation, collaborating with diverse teams to solve complex problems, optimize customer experiences, and contribute to the growth of our global operations.
• If you're a proactive problem-solver with a strong command of Mandarin and a flair for delivering results, this is the opportunity to make a real impact in an ever-evolving industry!
• An exciting opportunity exists for a Mandarin Speaking Cross-Functional Consultant to join our team.
• The purpose of this role is to provide World Class customer support to customers from the China corridor by assisting with order creation, verifications, number changes as well as providing support to the corridor Agents.
• The Cross-functional Consultant reports directly to the Cross-functional CS Lead.
• This position is responsible for providing support to the customers in the China corridor, by assisting with order creations, responding to queries, changing details as well as checking and verifying information gathered from new customers within the China corridor in order to open accounts.
• They are required to check the integrity of the documents provided and identify potential fraudulent documents.
• They must respond to inbound and make outbound calls to the customer as soon as the documents have been verified in order to conduct security checks and onboard customers timeously.
• Internal Liaison takes place with the Agents, Verification, PayOps, Customer Support and Compliance. External liaison takes place with external customers.

Duties and Responsibilities (Include but is not limited to):

• To provide efficient support to the China Corridor customers
• Create accurate orders for China Corridor customers
• Assist with resolving customer queries within the China Corridor
• Verify documentation and information supplied by China Corridor customers when signing up for new accounts
• Process Zendesk verification requests
• Check the Proof of Income for non-South African citizens is completed in full of the job title, Identification number, salary, employers' information and signature
• Check the Proof of Residence form is completed with the customer address, signature and agent's signature
• To complete the electronic verification process for China Corridor customers
• Complete outstanding information on the verification form
• Select “bad” if any aspect looks suspicious and insert a comment/reason for the rejection
• Make inbound and outbound calls to China Corridor customers in order to carry out security checks
• Onboard customer within 5 minutes of sign up
• Process requests for contact number changes and pin resets for China Corridor customers
• Ensure a clear photograph of the customer holding their Identity document is received before processing any number changes or pin resets
• Verify that the Identity document/passport matches the one previously supplied and saved on the system profile
• Call the client to establish that it is the correct client making the request
• Generate a statement form Mukuru card manager in order to ask security questions
• Refer the customer to their nearest branch if any information appears suspicious
• Update the required information or process the reset
• Update Zendesk with all required notes and information
• Respond to whatsapp and skype requests on allocated rotational days
• Provide support to the agent consultants for the China Corridor
• Escalate unresolved issues to Team Leader or relevant department
• Uphold the company brand
• Manage own professional and self-development
• Verify the information captured by the agent matches the information on supplied FICA documentation

Key Requirements:

• Grade 12 or equivalent (Essential)
• Degree/Diploma (desirable)
• Mukuru customer support training course
• Understanding and speaking of English and Mandarin (Essential)
• 1 years Customer Service Consultant experience (Essential)
• Verifications experience (Desirable)
• Knowledge of money transfer procedures
• Knowledge of FICA regulations

Additional Skills:

• Computer skills
• Typing skills
• Telephone skills
• Verbal and written communication skills
• Telephone skills
• Organisational & administrative skills
• Attention to detail

go to method of application »

Purpose of the Role

• The Customer Service Representative is responsible for delivering efficient foreign exchange services to Mukuru customers while ensuring full compliance with financial and regulatory standards.
• You will process transactions accurately, verify customer documentation, and maintain high service levels as a proud ambassador of the Mukuru brand.

Your Key Responsibilities

• Accurately process foreign exchange transactions in accordance with compliance regulations
• Validate and verify the legitimacy of customer documentation for each transaction
• Identify potential fraudulent documents and escalate appropriately
• Maintain and balance your own stock and cash holdings
• Stay up to date with the latest procedures, forex systems (ICFX), and exchange control regulations
• Uphold the Mukuru brand by delivering professional customer service
• Take ownership of your own learning, training, and development journey

What You’ll Need to Succeed

Minimum Requirements

• Grade 12 / Matric or equivalent qualification (Essential)
• Completion of Mukuru Forex Consultant training course (Advantageous)
• 1 year of customer service experience (Essential)
• Knowledge of foreign currencies and exchange control regulations (Desirable)
• Must be able to pass internal tests and assignments to remain compliant and certified

Knowledge & Experience

• Knowledge of FICA regulations
• Familiarity with ICFX system (Desirable)
• Understanding of forex processes and related compliance standards

Skills & Attributes

• Strong computer literacy
• Excellent verbal and written communication skills
• Telephone etiquette and customer engagement
• Attention to detail and high accuracy
• Strong organisational and administrative skills
• A positive attitude and professional work ethic

go to method of application »

Branch Ambassador

• An exciting opportunity exists for a Branch Ambassador to join the Mukuru team in Cape town.
• The main purpose of this role is to act as a Mukuru brand salesperson.
• The Mukuru Ambassador reports directly to the Branch Manager.
• This position is responsible for providing customers with company information and signing them up for the Mukuru services on the Mukuru app.
• They are responsible for accurately capturing customer details as well capturing FICA required documentation and photos.
• The Mukuru Ambassador is situated in the banking hall of the branch. Internal Liaison takes place with all Agent Support Consultants.
• External liaison takes place customers.

Duties and Responsibilities (Include but is not limited to):

• 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

Key Requirements:

• Grade 12 / or equivalent (Desirable)
• 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

Additional Skills:

• Customer service experience (Desirable)