Client Liaison Officer at Mukuru

We have an exciting opportunity for a Client Liaison Officer to join our team and act as a brand ambassador for Mukuru. In this role, you will be responsible for accurately capturing customer details, as well as gathering the necessary documentation and photos to ensure smooth and efficient customer onboarding. Positioned in the banking hall of the branch, you will serve as the face of Mukuru, engaging directly with customers, promoting our services, and ensuring a seamless experience for all clients. If you have strong interpersonal skills and are passionate about delivering exceptional customer service, we’d love to hear from you!

Duties and Responsibilities (include but not limited to):

• Ensure the banking hall and desk is kept presentable and sufficiently stocked.
• Ensure the table is arranged in the 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.

To develop awareness of the Mukuru brand and services:

• Welcome all customers into the banking hall.
• 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 transfers work.
• Provide potential customers with the various locations where money can be sent to.

Help customers who have queries:

• 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 cards if a customer has been blocked and send a message to support to transfer funds to the new card.
• Assist customers to stop lost cards via USSD and issue a new card.
• Resolve questions where possible or refer customers to the Tellers or branch manager.

Sign up new customers on the Mukuru app:

• Provide customers with all the information regarding registration.
• Capture customer information and personal details into the Mukuru app and ask the 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 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 required regulations are adhered to:

• Ensure all customers are treated fairly in accordance with the Consumer Protection Act.
• Ensure FICA regulations are met in terms of documentation and clear photographs.
• Check the customer’s documentation to ensure it is valid.

Maintain current knowledge of foreign exchange and ICFX system:

• Respond to customers when issues have been escalated.
• Investigate and respond to customer complaints.
• Ensure customer service principles are in place.

Uphold the company brand:

• Always provide professional customer service.
• Give information based on the training received.
• Maintain customer confidentiality.

Manage own professional and self-development:

• Monitor and manage own targets.
• Attend all required training courses for new products.

Key Requirements

• Grade 12 or equivalent.
• 2 years experience in a forex environment.
• Must be able to read, write and speak Ndebele
• Knowledge of foreign exchange.
• Knowledge of exchange control regulations.
• Knowledge of money laundering.
• Knowledge of Reserve Bank regulations.
• Knowledge of branch management.
• Knowledge of Mukuru products and services
• Knowledge of Reserve Bank regulations.

Additional Skills

• Knowledge of (and appreciation for) marketing.
• High level of professionalism.
• Passion for building and growing relationships.
• Ability to gather feedback and provide innovative insight.

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