Openings at Excellerate JHI

Main purpose / objective of the position:

• Maintains a positive image of the company through management of the information desk during mall trading hours.
• Liaise with customers at the info desk or via telephone in a welcoming, pleasant and courteous manner.
• Assumes overall responsibility for efficiently transferring daily knowledge of shopping centre activities to customers.
• Advises customers and tenants on the centre facilities lay-out and procedures.
• Sells gift cards according to standard accepted tender methods, i.e. cash, credit and debit cards.
• Management of cash according to standard procedures.
• Adheres to FICA and bank requirements when selling gift cards to the general public.
• Gathers information to support re-issue of lost/stolen gift  card/s according to standard procedures.
• Follows the standard gift card procedures both internally and externally to general public.
• Liaises with tenants.Assists in the collection of lost items handed in to the info desk by general public and/or mall staff.
• Follows the lost items standard procedure Assist with wheel chair facilities to the general public.
• Adhere to the standard wheel chair procedures.
• Completes and signs daily control sheets according to standard procedure.
• Works on a roster basis within the shopping centre trading procedure.
• Works on a roster basis within the shopping centre trading hours which includes Saturday, Sunday and Public Holidays.

Decision making authority:

• Required to choose from a limited array of routines or rules at his / her disposal.
• Works according to specific standard procedures.

Experience / Education:

• Grade 12.
• At least 2 years minimum sales/professional customer care experience

Skills required:

• Demonstrates a consistent, dependable work effort and a positive work attitude.
• Numerical competency. Exhibits enthusiasm, energy, drive, and tenacity in the peruse of job goals.
• Competitive actions with ability to meet challenging targets.
• Good communication skills and ability to interact at various levels (internal and external relationships).
• Innovative.
• Remain calm when dealing with irate customers.
• Adapts quickly to change.
• Completes tasks successfully under stressful conditions.
• Handles many tasks simultaneously without losing effectiveness.
• Takes ownership of his/her work.
• Displays flexibility when dealing with unique situations.

Knowledge required:

• The layout of the shopping mall and surrounds.
• The physical location of the tenants within and surrounding area of mall.
• Professional customer service to customers/tenants.
• Computer literate

Competencies required:

• Customer & Quality focused, Methodical, Teamwork and Co-operation, Problem solving, Following instructions and standard procedures. Strong verbal and Communication skills. Delivering and meeting customer expectations. Working in a team. Tolerance for Stress, Assertive, Drive and Productivity

Major drivers of work volume:

• Professional customer service and providing a unique customer experience.
• Clean and presentable desk. 
• Clear and accurate communication of information to customers.
• Promoting and assisting in meeting the monthly/annual gift card budget.

Interface / relationships with:

• Internal: Gift Card Supervisor, National Gift Card Account Manager, National Gift
• Card Manager, Marketing Manager, Marketing Assistant, Centre Management,
• Facilities Management, Finance, Receptionist.
• External: General Public, Landlord / client / asset managers, Tenants, G4S cash collections, Tutuka Software Company
• collections, Tutuka Software Company

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About the role

• We are seeking a diligent KYC (Know Your Customer) Officer to join our dynamic team. In this role, you will play an important part in executing established departmental policies and procedures, ensuring all operations adhere to stringent frameworks, policies, and methodologies. If you have a keen eye for detail and a commitment to maintaining regulatory compliance, we invite you to apply and contribute to our Risk Management Compliance Program.

What you will bring

• Minimum Grade 12
• At least 2 years’ relevant experience in a similar role
• Proficiency in MS Office – Excel (Advanced), Word, Outlook.
• Thorough understanding and application of Anti-Money Laundering (AML) procedures.
• Strong administrative skills
• Effective time management abilities
• Excellent communication skills, both verbal and written

What you will be doing

• In this role, you will play a pivotal role in ensuring adherence to regulatory standards through meticulous document verification, coordination with Lease Administrators, and maintenance of compliance frameworks such as RMCP and FICA. Your responsibilities will include conducting thorough due diligence on clients and tenants, performing screenings for PEPs, PIPs, and sanctions, and ensuring accurate risk assessments in DocFox.
• Obtain and verify all KYC documents as per RMCP and FICA requirements.
• Maintain and update DocFox profiles.
• Refer Sanctioned and PEP alerts to AML manager.
• Assist business units with KYC queries.
• Provide guidance to employees on KYC matters.
• Ensure compliance with authority levels and regulations.
• Complete risk rating tasks in DocFox accurately.
• Escalate risk rating issues to Compliance manager.
• Conduct ongoing due diligence on clients and tenants.
• Perform PEP, PIP, Sanctions, and Adverse Media screenings.
• Manage daily watchlist matches and updates.
• Conduct enhanced due diligence on high-risk clients/tenants.
• Report changes in client risk ratings to AML manager.
• Conduct thorough background investigations on tenants.
• Prepare investigation reports for business unit decisions.
• Identify high AML risk PEPs and tenants.
• Assess and communicate KYC document requests promptly.
• Adhere to additional frameworks, policies, and RMCP.
• Manage access folders and update documents per POPI policy.
• Maintain accurate statistics of KYC activities.
• Provide monthly management reports.