Branch Ambassador at Mukuru

Branch Ambassador

An exciting opportunity exists for a Branch Ambassador to join the Mukuru team in Pretoria.

The main purpose of this role is to act as a Mukuru brand salesperson.

The Mukuru Ambassador reports directly to the Branch Manager. This position is responsible for providing customers with company information and signing them up for the Mukuru services on the Mukuru app. They are responsible for accurately capturing customer details as well capturing FICA required documentation and photos. The Mukuru Ambassador is situated in the banking hall of the branch. Internal Liaison takes place with all Agent Support Consultants. External liaison takes place customers.

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

• Ensure the table is arranged in 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
• Welcome all customers into the banking hall
• Establish their need and provide assistance/direction
• 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 transfer work
• Provide potential customers with the various locations where money can be sent to
• 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 card if a customer has been blocked and send message to support to transfer funds to new card
• Assist customers to stop lost cards via USSD and issue a new card
• Resolve questions where possible, or refer customer to the Tellers or branch manager
• Provide customer with all the information regarding registration
• Capture customer information and personal details into the Mukuru app and ask 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 in order 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 customers are treated fairly in accordance with the Consumer Protection Act 68 of 2008 Ensue FICA regulations are met in terms of documentation and clear photographs
• Check the customers documentation to ensure it is valid
• Complete daily system tests on system, must achieve 100% or go back and try again
• Complete daily quiz and overall monthly quiz competition
• Submit monthly assignments timeously
• Attend quarterly training and test sessions
• Provide professional customer service at all times
• Give information based on the training received
• Maintain customer confidentiality
• Monitor and manage own targets
• Attend monthly performance meeting with Branch Manager
• Attend all required training courses for new products

Key Requirements:

• Grade 12 / or equivalent (Desirable)
• Understanding and speaking of a Zimbabwean/Malawian/ other relevant language (Essential)
• Knowledge of Mukuru products and services
• Knowledge of FICA and CPA regulations
• Mobile telephone (and app) skills
• Verbal communication skills
• Selling skills
• Interpersonal skills

Additional Skills:

• Customer service experience (Desirable)

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 EE TARGETS