Job Opportunities at Mukuru

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

• To assist Field Agents who contact the Mukuru call centre, the Agent Support Line, Whatsapp channels, Zendesk, Xcally, Snapengage, email, or any other accepted method of communication from the Mukuru or Remitix group of companies:

Identify the Sales Consultant and obtain the relevant information

• Establish the query and provide assistance in answering
• Verify client details when required
• Verify registrations when required
• Resend OPT (One Time Pin) SMSs when requested
• Resolve the Sales Consultant’s query where possible or escalate to the Agent Support Team Lead
• To provide support and guidance to the Sales Consultants/Agents:
• Provide guidance to the Sales Consultants/Agents when they are not sure of a procedure
• Assist with general information
• Assist with App Queries and Device Set Up
• Assist with Payroll Issues
• Keep the Sales Force updated with any new information communicated internally that may be applicable to them
• To uphold the company brand:
• Provide professional customer service at all times
• Give information based on the training received
• Maintain client confidentiality and adherence to the POPI Act
• To manage own professional and self-development:
• Monitor and manage own targets
• Attend KPI meetings with Agent Support Team Leader
• Attend monthly performance meetings
• Attend all required training courses for new products
• Participate in all required compliance training and assessments

Key Requirements

• Grade 12 or equivalent (Essential)
• Degree/diploma (Desirable)
• Mukuru call centre training course (Essential)
• Communicating in Mandarin (Essential)
• 6 months Sales and Support Consultant experience (Essential)
• Contact centre experience (Desirable)
• Knowledge of money transfer procedures
• Knowledge of FICA regulations
• Knowledge of African currencies

Additional Skills

• Multitasking skills
• Computer skills
• Typing skills
• Telephone skills
• Verbal communication skills
• Selling skills
• Time management skills
• Organisational & administrative skills
• Conflict management skills
• Attention to detail
   

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

• Compliance Management
• Ensure the company’s operations comply with all relevant exchange control regulations, including those related to foreign currency transactions, cross-border payments, and other related financial activities.
• Policy Development
• Develop, implement, and maintain exchange control policies and procedures that align with regulatory requirements and industry best practices.
• Monitoring and Reporting
• Monitor all relevant transactions and activities for compliance with exchange control regulations. Prepare and submit required reports to regulatory authorities in a timely and accurate manner.
• Risk Management
• Identify potential exchange control risks and develop strategies to mitigate them. Provide guidance and support to other departments to ensure understanding and compliance.
• Stakeholder Engagement
• Act as the primary point of contact for regulatory bodies and auditors concerning exchange control matters. Liaise with internal teams, including Legal, Finance, and Operations, to ensure cohesive compliance efforts.
• Training and Development
• Develop and deliver training programs to educate staff on exchange control regulations and the importance of compliance.
• Continuous Improvement
• Stay updated on changes in exchange control regulations and adapt company policies and procedures accordingly. Drive continuous improvement initiatives within the compliance framework.
• Stakeholder Engagement
• Liaise with regulatory authorities and industry bodies to represent the company’s interests, as required.
• Collaborate with cross-functional teams, including Legal, Risk, Commercial and Operations, to address compliance-related issues.
• Key Requirements
• Grade 12 or equivalent
• Bachelor’s degree in finance, Law, Business Administration, or a related field. A master’s degree or professional certification is preferred.
• Minimum of 5 years of experience in compliance within the financial services sector, with a focus on exchange control as it pertains remittance and payments.
• Demonstrated expertise in regulatory requirements and industry best practices.
• Additional Skills
• Strong understanding of financial regulations, amongst various jurisdictions across Africa.
• Excellent analytical and problem-solving skills with a keen attention to detail.
• Effective communication and interpersonal skills with the ability to influence stakeholders at all levels.
• Proficient in using compliance management tools and technology.
• Ability to work independently and manage multiple projects simultaneously.

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

• To assist Field Agents who contact the Mukuru call centre, the Agent Support Line, Whatsapp channels, Zendesk, Xcally, Snapengage, email, or any other accepted method of communication from the Mukuru or Remitix group of companies:

Identify the Sales Consultant and obtain the relevant information

• Establish the query and provide assistance in answering
• Verify client details when required
• Verify registrations when required
• Resend OPT (One Time Pin) SMSs when requested
• Resolve the Sales Consultant’s query where possible or escalate to the Agent Support Team Lead
• To provide support and guidance to the Sales Consultants/Agents:
• Provide guidance to the Sales Consultants/Agents when they are not sure of a procedure
• Assist with general information
• Assist with App Queries and Device Set Up
• Assist with Payroll Issues
• Keep the Sales Force updated with any new information communicated internally that may be applicable to them
• To uphold the company brand:
• Provide professional customer service at all times
• Give information based on the training received
• Maintain client confidentiality and adherence to the POPI Act
• To manage own professional and self-development:
• Monitor and manage own targets
• Attend KPI meetings with Agent Support Team Leader
• Attend monthly performance meetings
• Attend all required training courses for new products
• Participate in all required compliance training and assessments

Key Requirements

• Grade 12 or equivalent (Essential)
• Degree/diploma (Desirable)
• Mukuru call centre training course (Essential)
• Communicating in Mandarin (Essential)
• 6 months Sales and Support Consultant experience (Essential)
• Contact centre experience (Desirable)
• Knowledge of money transfer procedures
• Knowledge of FICA regulations
• Knowledge of African currencies

Additional Skills

• Multitasking skills
• Computer skills
• Typing skills
• Telephone skills
• Verbal communication skills
• Selling skills
• Time management skills
• Organisational & administrative skills
• Conflict management skills
• Attention to detail
   

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

• Work closely with stakeholders across all levels and business areas to elicit requirements
• Assist stakeholders, Product Owners and Scrum teams in the prioritisation of work in order to maximise return on investment (ROI)
• Facilitate requirements gathering through interviews, requirements workshops, etc.
• Analyse business needs and opportunities, document requirements and translate these into user stories
• Communicate these needs clearly and effectively to both business and technical stakeholders
• Maintain a steady backlog of requirements that are ready to go into sprints for a Scrum team
• Support the day-to-day needs of Scrum teams in understanding customer and business requirements
• Liaise with the development team for estimation on work
• Work with the QA department to ensure functionality matches business requirements
• Assist in drafting user and training documentation
• Liaise with various industry partners around service integration and product offerings
• Manage own professional and self development

Key Requirements:

• Experience in a Contact Centre or background in Contact Centre environment is essential for this role
• Degree / Diploma preferably with an Information Systems focus (Essential)
• Recognised business analysis/agile/information systems/UX qualification (Desirable)
• Minimum 3 years’ experience in a Business Analysis or similar role (Essential)
• Previous experience working in an Agile environment (preferably Scrum)
• Experience in customer onboarding and customer service, specifically in a contact centre environement (Essential)
• Experience in the financial industry (Desirable)
• Experience working with REST APIs (Desirable)
• Experience dealing with compliance regulations – KYC and Foreign Exchange Control (Desirable)
• Knowledge and ability to translate requirements into user stories, process diagrams and data flows
• Knowledge and understanding of project scoping, planning & prioritisation
• Knowledge of agile and UX methodology
• Strong interpersonal skills and ability to manage stakeholder expectations
• Strong verbal and written communication skills
• Ability to obtain descriptive and exhaustive requirements from stakeholders

Additional Skills:

• Enthusiastic
• Self-motivated
• Team player
• Multitasking skills
• Able to work independently with minimal supervision
   

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Duties and Responsibilities (Includes but are not limited to):

• Responsible for customer journey mapping of direct marketing campaigns across all direct channels
• Sound knowledge of customers segmentation and how to apply this to a customer growth strategy
• Assigning customer target files to deals and creative together for personalised customer experience
• Design and implement quality assurance on all work
• Manage the customer direct marketing calendar to ensure good customer engagement and avoid opt outs
• Liaise with business stakeholders on upcoming brand campaigns and ensure that customer communication is plotted in the marketing calendar
• Responsible for the set up and reporting of customer surveys
• Report on campaign objectives laid out in the brief
• Guide business stakeholders on processes and best practices to understand customers behaviour and engagement through communication
• Define documentation and road maps for Direct business processes, A/B tests and promotions that succeed through direct communications.
• Managing trigger campaigns throughout the customer lifecycle to maximise sales.
• A/B Testing on various campaigns to establish the most effective way to drive customer conversion against the objective
• Ensuring campaigns comply with current best practice and legal compliance
• Identify target audience and opportunities to grow our direct marketing lists

Key Requirements:

• Degree or relevant marketing qualification
• Minimum of 4 years' experience in a CRM role
• Must have worked for an online transactional business, with a strong digital presence
• Experience working on or developing customer lifecycle programmes
• Experience with triggered communication and complex segmentation
• Experience with CRM tools and content management systems
• Advanced experience with MS Office tools and G-suite Google Docs
• Strong understanding of data management and governance
• Strong interpersonal skills and ability to work within cross-functional teams
• Extremely detail orientated, whilst being able to see the big picture and how pieces across the organisation fit together
• Must be agile and able to change direction quickly
   

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

Plan and execute integrated marketing campaigns

• Document comprehensive campaign briefs outlining objectives, target audience, messaging, channels, and KPIs.
• Collaborate with the team to create compelling campaign assets including ad creatives, email templates, landing pages, and social media content.
• Coordinate with internal teams and external agencies to ensure seamless execution of campaign elements across all channels.
• Monitor campaign progress and make real-time adjustments to optimise performance and maximize results.
• Produce post-campaign reports with detailed analysis of key metrics, insights gained, and recommendations for future improvements.
• Manage the campaign calendar for assigned products.
• Liaise with the relevant Country Manager as required.
• Take responsibility for all communication across various channels and platforms.
• Work with the digital team to identify monthly themes to promote each corridor products as discussed with Product or Country Managers based on strategy.
• Carry out weekly sales review and when necessary, create plans to mitigate losses.
• Weekly review of the website and other platforms to ensure all information is up-to-date and brief changed to Digital Marketing Manager.

Collaborate with cross-functional teams

• Facilitate cross-functional brainstorming sessions to generate innovative campaign ideas and execution plans.
• Work closely with product development teams to align campaign messaging with product features and benefits.
• Collaborate with sales teams to ensure marketing materials and initiatives support their efforts and drive sales objectives.
• Engage with creative teams to develop visually appealing and on-brand campaign assets that resonate with the target audience.
• Communicate regularly with key stakeholders to provide updates on campaign progress, solicit feedback, and address any concerns or challenges.
• Liaising with suppliers for production of artwork or final products.
• Ensure all suppliers are listed and details updated on the supplier database.

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

• Process email alerts for watchlist hits effectively
• Receive realtime, automated as well asesclated alerts of Watchlist hits
• Determine if the hits were true or false positives by completing all the necessary compliance regulated due diligence
• In the case of a false positive, then release the individual
• Provide feedback to the relevant staff when their customer has been Whitelisted of if they were a true hit
• Maintain a worksheet record of all actioned hits
• Ensure all hits are captured accurately with all relevant information
• Provide world class customer service to Mukuru customers with compliance queries
• Respond to customers queries timeously and professionally
• Ensure world class communication according to the standard quality assurance documentation, cadence and SLA outlines
• Provide accurate and up-to-date information as needed
• Ensure correct documentation is received by customers
• Assist with outbound calls and live calls from customers regarding compliance issues
• Liaise with the Forensics team to provide Watchlist information
• Effectively liaise with the Forensic and AML team
• Escalate and communicate all true watchlist hits to the forensic and AML team
• Ensure all information is accurate in order to be reported to the Regulator
• Uphold the company brand
• Provide professional customer service at all times
• Give information based on the training received
• Maintain customer confidentiality
• Manage own professional and self-development
• Monitor and manage own targets
• Attend monthly KPI meetings with Team Leader
• Prepare for and attend bi-annual performance reviews
• Complete all required compliance training and assignments
• Attend all refresher training on any updates on existing products, service, and processes

Key Requirements:

• Grade 12 or equivalent (Essential)
• Degree/diploma (Desirable)
• Mukuru call centre training course
• Understanding and speaking of English and Shona OR Chichewa
• 2 years call centre experience (Essential) or 1 years compliance experience (Essential)
• Knowledge of compliance regulations
• Knowledge of money transfer procedures
• Knowledge of FICA regulations
• Knowledge of African currencies
• Knowledge of customer service principles

Additional Skills

• Multitasking skills
• Computer skills
• Telephone skills
• Written communication skills
• Organisational &administrative skills
• Attention to detail
• Interpersonal skills

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

• Review organisation business processes
• Conduct risk analysis and audit planning relevant to the business processes
• Carry out audits in terms of the IIA Standards and IA Methodology
• Identify shortcomings, inefficiencies, inadequacies in controls
• Propose value-added recommendations for improvements to current business processes
• Engage with relevant management on findings and obtain their management actions
• Conduct follow-up reviews and ensure that management actions have been addressed.
• Evaluate the efficiency of risk management procedures that are in place
• Identify areas of risk to the business and advise on ways to mitigate all identified risks.
• Protect against fraud and theft of the organisations assets
• Ensure fraud checks and safeguarding of assets are top of mind and included in all audit procedures.
• Guide and advise management on internal controls that need to be in place to mitigate against fraud and theft of assets
• Ensure that the organisation adheres to the relevant Compliance legislation
• Make recommendations on how to improve internal controls and governance processes
• Ensure governance procedures are adhered to and escalate all non-compliance
• Compile high quality and value adding audit reports in line with IIA Standards and IA Methodology
• Assist the IA HOD in compiling the annual risk-based audit plan
• Prepare information for the Audit Committee reporting and other IA reporting
• Manage own audit plan and complete audits within the required timelines.
• Manage own professional and self-development

Key Requirements:

• Grade 12 / or equivalent (Essential)
• B Com degree /BTech- Internal Auditing or equivalent qualification (Essential)
• Certified Internal Auditor (CIA) or equivalent qualification (Desirable)
• 5 years’ experience as a Corporate Internal Auditor (Essential) with 2 at a senior level
• Completion of IA training/articles (Desirable)
• Proven experience of recommending new systems and controls (Essential)
• Previous experience in a Fintech Internal Audit department (Desirable)
• Knowledge of internal audit principles and standards
• Knowledge of business processes
• Knowledge of control systems
• Knowledge of risk management
• Knowledge of corporate governance and King Code IV
• Knowledge of combined assurance and internal financial controls
• Knowledge of Financial Crime and Compliance legislation, compliance procedures and standards

Additional skills:

• Strong verbal & written communication
• Attention to detail and high quality work
• Organised
• Assertive
• Analytical and interpretation skills
• Business acumen
• Research and data mining/analytics skills
• Proposing systems and controls to improve processes
• Computer literate (MS Office)

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

Dialler Management and Performance

• Manage the dialler in real time to ensure optimal agent productivity and data penetration, monitoring key metrics including connect rates and failed calls.
• Collaborate with external dialler providers to acquire best practices and upskill the team.
• Partner with business stakeholders to enhance data penetration and agent productivity while minimizing data utilization.
• Adhere to business-set requirements for abandonment rates, answer machine detection, and customer messaging.
• Prevent lost opportunities through proactive management.
• Monitor voice lines actively to detect performance degradation.
• Day-to-Day Dialler Performance
• Continuously assess agent skills in real time, offering recommendations based on call types.
• Monitor efficiency metrics such as penetration and agent productivity.
• Implement and oversee dialling strategies.
• Perform routine dialler maintenance tasks, including user management, campaign configuration, agent connectivity, system backups, and upgrades.
• Maximize data and dialler performance at the campaign level, ensuring compliance with legislation.
• Analyze business processes to meet campaign data and dialler requirements.
• Develop and update dialling campaign filters, list strategies, and reports.
• Adjust dialler systems performance as needed.
• Oversee all aspects of the call centre technology platform, including conversational IVR, cloud-based solutions, workforce management, and outbound dialling/campaign management.
• Analyze data to establish optimal recycling rules based on campaign setups.
• Ensure an effective lead loading process into the dialler.
• Report on lead usage and run daily, weekly, and monthly reports.
• Evaluate and refine dialler and campaign parameters to achieve desired business outcomes.
• Analyze dialler and data outcomes to implement necessary improvements.
• Data Analysis and Reporting
• Create both standardized and custom reports, analyze data, and report findings to the business department.
• Provide daily, weekly, and monthly Customer Service reports, as well as ad hoc data requests.
• Develop standardized tools, methodologies, and business processes to enhance operational efficiency and identify improvement areas across KPIs.
• Manage all project stages, from requirements gathering to deployment.
• Deliver quality work on assigned projects and collaborate with stakeholders to determine data collection and presentation needs.
• Assist with data collection, processing, and interpretation to address business questions accurately.
• Develop written reports and data visualizations for business stakeholders.
• Drive continuous improvement in performance reporting to better manage the business.
• Offer insights into patterns, trends, and market analysis to inform business decisions.
• Customer Service Data Management and Analysis
• Collect and manage data from various customer service channels and performance, ensuring accuracy and completeness.
• Configure and analyze the Customer Support Chatbot service performance.
• Identify trends and insights in customer service data to improve service quality and efficiency.
• Create comprehensive reports and dashboards for senior management and stakeholders.
• Develop and monitor KPIs for customer service operations.
• Provide actionable insights into customer behavior, preferences, and pain points.
• Recommend process improvements to enhance customer support efficiency.
• Use predictive analytics to forecast customer needs and support demand.
• Create visual data representations for effective communication of insights.
• Work with the Customer Service team to understand data needs and provide support.
• Ensure the integrity and security of customer service data.
• Conduct regular trend analysis to detect shifts in customer behavior and service performance.
• Perform ad-hoc data analysis for specific business needs or projects.
• Recommend tools and technologies to improve data analysis and reporting capabilities.
• Analyze customer feedback and surveys to identify improvement areas.
• Provide training on data-related tools and best practices.
• Benchmark customer service performance against industry standards.
• Conduct root cause analysis for service issues and suggest corrective actions.
• Support projects related to customer service improvement and new service channel implementation.
• Maintain documentation of data analysis processes and findings.
• Ensure compliance with data protection regulations and company policies.

Key Requirements

• Grade 12 or equivalent
• Relevant certificate or diploma
• Dialler Administrator in a Contact Centre: 2 to 4 years of experience.
• Experience in an Omni Customer Support Environment: 2 to 3 years of experience.
• Experience with Automated Call Distributors (ACDs), Interactive Voice Response (IVR), skills routing, scheduling, and intra-day management: 2 to 4 years of experience.
• Experience with Microsoft BI Tools (SQL/SSIS/SSRS/SSAS/PowerBI): 1 to 3 years of experience.
• Microsoft Excel: 3 to 5 years of experience.
• Experience in all stages of project work (requirements, design, implementation, testing, and deployment): 3 years or more.
• Experience in estimating solution development and delivering solutions against those estimates: 3 years or more.
• Experience in Customer Service/Support, marketing, and other operational departments: 3 to 5 years of experience.

Additional Skills

• Communication (Written and Verbal)
• Problem Solving
• Analytical
• Planning and Organising
• Interpersonal
• Relationship Building
• Managing Multiple Priorities/Deadlines
• Flexible and Adaptable
   

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

• Assist in the Business entity onboarding process, document requirements, following up with Legal and compliance
• Preparation of Data for order creation:
• Creation/validation of data sets due for payment which will differ by client,
• Invoicing, Order creation, creating bulk orders, generating order status and creation reports
• Product support- editing recipient details, follow up with collection issues, order/batch recalls,
• Checking the EPP bank account and ensuring payment has been received from clients.
• Customer complaints and swift investigation
• Report Creation- maintain periodic reports accessible to greater team
• Take ownership of the processes and systems used within the team
• Escalate system issues to relevant support/IT teams to investigate and resolve
• Identify tech & non-tech improvements to processes and systems that improve service levels, reduce cost and free up capacity within the team
• Process all complex payments, Bulk orders, high-value EFT and Cheque payments, payroll, supplier queries (wiCodes manual refunds) in line with KPIs. Refer to the KPI doc for latest KPIs
• Verify payments before allocation and authorising for the team.
• Use discretion when processing payments that are out of the ordinary or unclear
• Process manual loads and deductions, Mukuru card orders, approved Debit claims with zero errors/mistakes
• Escalate all payment queries to Treasury or AST
• Receive and assist with solving general queries, payment or customer service escalations from all EPP team members,
• Communicate with customers who have been escalated
• Assist with identifying training needs within the EPP team and inform the team leader
• Communicate with other departments to ensure all customer queries are resolved appropriately
• Escalate to the relevant external stakeholders to ensure client queries are resolved appropriately
• Attend to escalations from other departments and controllers with regards to customer queries and payment queries
• Gather and process all relevant information for queries requiring further escalations
• Take ownership of the escalated queries to ensure SLA's are met and update the team on any feedback provided by internal and external parties
• Correctly process as directed or relay information received to relevant stakeholders
• Engage with Business customers Delivering World Class Service and builds brand equity
• Manage own performance and self- development

Key Requirements:

• Grade 12 / or equivalent (Essential)
• Degree/diploma (desirable)
• Mukuru call center training course
• 2 years’ experience as a VAS Controller (Essential)
• Knowledge of money transfer procedures
• Knowledge of African currencies
• Knowledge of card manager and Zendesk systems

Additional Skills:

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