Job Vacancies at Mukuru

• The KYC Verification Officer reports directly to the Verification Team Leader. This position is responsible for checking and verifying information gathered from new customers in order to open accounts. They are required to check the integrity of the documents provided and identify potential fraudulent documents.
• Internal Liaison takes place with the Agent Consultants and the Customer Support Team. External liaison takes place with external customers.

Duties And Responsibilities (Include But Is Not Limited To)

• Process verification requests
• Provide professional customer service at all times
• Give information based on the training received
• Maintain customer confidentiality
• Monitor and manage own targets
• Attend weekly KPI meeting with Manager
• Attend monthly performance meeting
• Attend all required training courses for new products and compliance

Key Requirements

• Grade 12 or equivalent (Essential)
• Degree/diploma (desirable)
• Mukuru call center training course
• 6 months Customer Service Consultant experience (Essential)
• Understanding and Speaking of English and one of the following languages : Hausa, Yoruba, Igbo, Fulfulde, Ibibio, Kanuri, and Tiv native to Nigeria (Essential)
• Knowledge of money transfer procedures
• Knowledge of FICA regulations

Additional Skills

• Computer skills
• Typing skills
• Telephone skills
• Verbal and written communication skills
• Organisational & administrative skills
• Attention to detail
• Only applicants who meet the requirements and speak the critical languages as indicated will be considered for these roles.

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• The main purpose of this position is to provide exceptional customer service and assistance with money transfer orders and related queries, to promote and support customer loyalty to the Mukuru brand.
• The Customer Support Consultants reports directly to the Team Leader.
• As a Customer Support Consultant, you will be responsible for taking incoming calls from current and prospective customers, as well as making call-backs and assisting customers with order creation. The Virtual Sales and Support Consultant is also responsible for promoting new products to new and existing customers.
• Internal Liaison takes place with the Digital Support Team, Payment Relations and VAS Teams. External liaison takes place with all external customers contacting the Customer Support Department.

Duties And Responsibilities (include But Are Not Limited To)

• Assist customers who call the Mukuru Customer Support Department
• Manage own system by prioritizing calls
• Accurately create tickets on the Zendesk for queries that must be escalated
• Call back customers who have requested call-backs
• Identify the customer’s needs and either create an order or capture a ticket on the Zendesk
• Ensure all information is accurately captured onto the system
• Create orders on the system on behalf of the customers
• Coordinate meetings for new account creation
• Provide the new customer with all relevant information about the card and what is required to open an account
• Assist new customers from the UK in creating accounts
• Promote new and additional products to customers
• Uphold the company brand
• Manage own professional and self-development

Key Requirements

• Grade 12 or equivalent
• Degree/Diploma (Desirable)
• Mukuru Customer Support training course completed
• Understanding and speaking of English and one of the following languages : Luganda / Swahili / Portuguese / Chewa / Shona / Bemba / Ndebele
• 6 months Customer Service experience
• 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
• Only applicants who meet the requirements and speak the critical languages as indicated will be considered for these roles.

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• The Reconciliations Administrator reports directly to the Senior Reconciliations Administrator with an indirect reporting to the Group Treasury Manager.
• The main purpose of this role is to reconcile partner accounts and ensure that variances are cleared timeously. The Reconciliations Administrator will also liaise with various external clients from time to time and ensure that month-end reports (sign-offs) are obtained.

Duties And Responsibilities (Include But Is Not Limited To)

• Perform daily reconciliations as directed
• Liaise with partners on any reconciliation related issues and ensure that all variances are cleared timeously.
• Create a monthly report (sign-off summary) for each partner and ensure both parties reconcile and agree.
• Prepare a monthly summary / branch analysis report for partners where required
• Obtain bank statements from partners for reconciliation purposes and file these electronically.
• Liaise with other internal departments for any recon related issues and provide aid when required.
• Communicate any system malfunction to the IT support and ensure a minimum to zero impact on recons is achieved.
• Any other adhoc projects as assigned
• To manage own professional and self-development

Key Requirements

• Grade 12 or equivalent (Essential)
• Accounting Degree / Diploma or Equivalent (Desirable)
• 2 – 3 years’ experience in the accounting field with an extensive experience on debtors and creditors reconciliations
• Proven record of working on spreadsheets and knowledge of Excel formulae
• Knowledge of accounting principles
• Knowledge of Mukuru products and Mukuru system (Advantageous)
• Knowledge of AML practices
• Knowledge of regulatory reporting

Additional Skills

• Computer skills
• Verbal and Written communication skills
• Organisational & administrative skills
• Attention to detail
• Time management skills
• Advanced Microsoft Excel skills
• Problem solving skills