Branch Ambassador

Mukuru; Johannesburg; On-site; ZAR 200 000 - 300 000; Full time

Job summary

An exciting opportunity awaits for a Branch Ambassador at a forward-thinking company. This role involves acting as a brand ambassador, assisting customers with their needs, and ensuring a smooth experience in the banking hall. You'll be responsible for providing information about services, capturing customer details, and ensuring compliance with regulations. This position offers the chance to engage with the community, enhance customer satisfaction, and contribute to a dynamic team. If you have strong communication skills and a passion for customer service, this role is perfect for you!

Qualifications

• Grade 12 or equivalent is desirable.
• Knowledge of Mukuru products and services is essential.

Responsibilities

• Provide customers with accurate information about Mukuru services.
• Assist customers in completing forms and direct them to the correct counter.
• Capture customer information and documentation into the Mukuru app.

Skills

Verbal communication skills

Selling skills

Interpersonal skills

Mobile telephone and app skills

Understanding and speaking a Zimbabwean/Malawian/other relevant language

Education

Grade 12 or equivalent

Job description

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 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 (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 needs and provide assistance/direction.
8. Provide new customers with forms, assist them in completing 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 (e.g., OTP).
14. Issue new card if a customer has been blocked and send 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 the customer 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 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. 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, aiming for 100% success.
28. Complete daily quizzes and participate in the overall monthly quiz competition.
29. Submit monthly assignments on time.
30. Attend quarterly training and testing sessions.
31. Provide professional customer service at all times.
32. Distribute information based on the training received.
33. Maintain customer confidentiality.
34. Monitor and manage own targets.
35. Attend monthly performance meetings with the Branch Manager.
36. Attend all required training courses for new products.

Key Requirements:

• Grade 12 or equivalent (Desirable).
• Understanding and speaking 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).

Note: If you meet the majority of the criteria but feel unsure about applying, we encourage you to still submit your application. We value diversity and believe everyone has a place at Mukuru. Include a brief note on how you can add value to our team.

Remote/Work-from-home role: Ensure you have a reliable internet connection and a suitable environment to perform your duties effectively.

Application note: If you do not receive a response within two weeks, consider your application unsuccessful.

NB: All staff appointments will consider the company's EE targets.