Branch Ambassador

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

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 as 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 with customers.

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

1. Ensure the table is arranged in the hall in a tidy manner
2. Ensure all required documents (i.e., sending and receiving, self-employed forms, employer form, claiming for fraud form) are available
3. Ensure phone is charged overnight for use every morning
4. Manage the queue in the banking hall
5. Maintain awareness of any security issues in the banking hall
6. Welcome all customers into the banking hall
7. Establish their need and provide assistance/direction
8. Provide new customers with forms/assist them to complete the forms and direct them to the correct counter
9. Provide accurate information regarding Mukuru services
10. Explain to potential customers what Mukuru does and how transfers work
11. Provide potential customers with the various locations where money can be sent to
12. Assist customers by providing information/demonstration on how to create a money transfer on their phones
13. Contact the Call Centre to assist customers who have issues (i.e., OTP)
14. Issue new card if a customer has been blocked and send a message to support to transfer funds to the new card
15. Assist customers to stop lost cards via USSD and issue a new card
16. Resolve questions where possible, or refer customers to the Tellers or branch manager
17. Provide customers with all the information regarding registration
18. Capture customer information and personal details into the Mukuru app and ask customers to read the indemnity
19. Take a clear photo of the customer and save it
20. Capture a photo of the proof of address and proof of income, and capture the income amount accurately
21. Ensure customer gets an OTP in order to proceed with sign-up
22. Complete sign-up and submit for verifications to approval
23. Resolve any queries from the verifications team if required
24. Explain to customers the steps required to complete a money transfer
25. Ensure all customers are treated fairly in accordance with the Consumer Protection Act 68 of 2008 and ensure FICA regulations are met in terms of documentation and clear photographs
26. Check the customers' documentation to ensure it is valid
27. Complete daily system tests on the system, must achieve 100% or go back and try again
28. Complete daily quiz and overall monthly quiz competition
29. Submit monthly assignments timeously
30. Attend quarterly training and test sessions
31. Provide professional customer service at all times
32. Give information based on the training received
33. Maintain customer confidentiality
34. Monitor and manage own targets
35. Attend monthly performance meeting with Branch Manager
36. Attend all required training courses for new products

Key Requirements:

1. Grade 12 / or equivalent (Desirable)
2. Understanding and speaking of a Zimbabwean/Malawian/other relevant language (Essential)
3. Knowledge of Mukuru products and services
4. Knowledge of FICA and CPA regulations
5. Mobile telephone (and app) skills
6. Verbal communication skills
7. Selling skills
8. Interpersonal skills

Additional Skills:

• Customer service experience (Desirable)

I am sure you are reading this job description and meet the 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 the 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.