Floating Brand Ambassador at Mukuru

Are you ready to take your career to new heights? We're looking for a dynamic, adaptable, and customer-focused Floating Brand Ambassador to join our team! In this exciting role, you'll be at the heart of operations, stepping into various key positions as needed. Reporting directly to the Regional Manager, you'll play a crucial part in ensuring smooth day-to-day functions, from acting as a teller when called upon to maintaining top-tier customer service and managing the flow of clients at branches. You'll also be a key liaison, both internally with colleagues and externally with host shops, customers, police, and CIT teams. If you thrive in a fast-paced, ever-changing environment, this is the opportunity you've been waiting for!

Duties and Responsibilities (include but not limited to):

Processing of Transactions

• Trading as a teller as instructed by the Regional Manager.
• Performs KYC for all transactions for collection and sending in the absence of the teller.
• Verifies notes received for outbound transactions.
• Cancels outbound orders that do not meet KYC requirements using the Mukuru App.
• Reports any suspicious transactions to the AML Reporting.
• Receives and transfers cash to CIT personnel.
• Safeguards cash (float in the safe), including passwords and PINs to the designated compartment in the safe.
• Ensures that the cameras are working.
• Secures the booth in the absence of the teller.

Customer Service

• Welcomes all customers into the banking hall.
• Establishes client needs and provides assistance or direction.
• Provides adequate information to customers on Mukuru products and services.
• Assists new customers by providing forms and helping them complete them, directing them to the correct counter.
• Assists the elderly, illiterate, and new clients by completing slips for them.
• Handles basic customer queries, such as name changes using customer devices or WhatsApp platforms.
• Signs up new customers on the Mukuru App by providing all necessary registration information.
• Captures customer information and personal details into the Mukuru app, ensuring the customer reads and agrees to the indemnity.
• Captures proof of address and proof of income, accurately recording the income amount.
• Ensures customers receive an OTP to complete the sign-up process.
• Completes the sign-up and submits it for verification and approval.
• Resolves any queries from the verification team if necessary.
• Explains the steps required to complete a money transfer, ensuring all regulatory requirements are met.
• Ensures compliance with the Consumer Protection Act 68 of 2008 and FICA regulations.

Housekeeping

• Cleans outside the booth and branch before starting the day’s trade.
• Keeps the banking hall and desk presentable and well-stocked.
• Ensures all required documents (i.e., sending and receiving) are available.
• Manages the queue at the booth and branch.
• Maintains awareness of any security issues in the banking hall.
• Ensures that there is adequate stationery for the day before commencing trade.
• Ensures the banking hall is properly cleaned and sanitized at the branch.
• Puts up the rate board before the start of trade.
• Conducts deep sanitization of the banking hall and outside the booth every 48 hours.
• Performs daily security inspections within the premises before trade starts.

Queue Monitoring

• Ensures adherence to WHO protocols concerning queue management, including sanitization, temperature checks, and social distancing.
• Ensures efficient movement of clients, particularly during busy periods.
• Manages conflict and customer complaints in the queue to maintain a harmonious environment.
• Records and posts daily statistics, and updates the Harare region WhatsApp group with end-of-day results.

Manage Own Professional and Self-Development

• Monitors and manages personal targets.
• Attends monthly performance meetings with the Branch Manager.
• Participates in all required training courses for new products.
• Completes all required compliance training and assignments.

Key Requirements

• Grade 12 or Equivalent
• 2 years' experience in a forex environment
• 6 months' security experience with knowledge of basic security principles
• In-depth knowledge of service principles and delivering exceptional customer service
• Knowledge of money laundering regulations
• Familiarity with Mukuru products
• Understanding of exchange control regulations
• Knowledge of Reserve Bank regulations
• Strong background in cash handling procedures and best practices

Additional Skills

• Attention to Detail
• Numeracy Skills
• High Level of Professionalism
• Selling
• Upholding Standards
• Communication
• Security Awareness
• Product Knowledge
• Interpersonal Relations
• Listening

I am sure you are reading this job description and meet majority of the criteria BUT you may also still not be 100% comfortable in applying. We believe that there is a place for everyone under the Mukuru sun and we want YOU to contribute to our diverse tapestry of talent. So come on, take a leap of faith, and send your application if you meet majority of our requirements. Remember to include a snippet of how you will bring value and help us build a future of success that will help us determine where and how you may best be suited” Maybe you are just the future Mukurian we need!!

Should you be appointed in a remote/work from home role at Mukuru, it is your responsibility to ensure that you have uninterrupted internet connectivity and a ‘work-like’ environment at your home location, in order to deliver your best in terms of performance, productivity and service to our customers.

If you do not receive any response after two weeks, please consider your application unsuccessful.

NB: ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY’S DIVERSITY AND INCLUSION PLANS