Mukuru has an amazing opportunity for a Cross-Functional Consultant to join our team. This role will be supporting our BIP (Bangladesh, India and Pakistan) Corridor and is open to Cape Town, Johannesburg and Pretoria applicants.
The purpose of this role is to provide world class customer support to customers from the India corridor by assisting with order creation, verifications, number changes as well as providing support to the corridor Agents.
The Cross-functional Consultant reports directly to the Cross-functional Customer Support Lead. This position is responsible for providing support to the customers in the India corridor, by assisting with order creations, responding to queries, changing details as well as checking and verifying information gathered from new customers within the India corridor in order to open accounts. They are required to check the integrity of the documents provided and identify potential fraudulent documents. They must respond to inbound and make outbound calls to the customer as soon as the documents have been verified in order to conduct security checks and onboard customers timeously.
Internal Liaison takes place with the Agents, Verifications, PayOps, Customer Support and Compliance. External liaison takes place with external customers.
Duties and Responsibilities (Include but is not limited to):
Provide efficient support to the India corridor customers
Create accurate orders for India corridor customers
Assist with resolving customer queries within the India corridor
Verify documentation and information supplied by India Corridor customers when signing up for new accounts
Process Zendesk verification requests
Ensure that Proof of Income for non-South African citizens is completed in full with the job title, Identification number, salary, employers information and signature
Ensure that the Proof of Residence form is completed with the customer address, signature and agents signature
Complete the electronic verification process for India corridor customers
Flag suspicious transactions by selecting “bad” if any aspect looks suspicious and insert a comment/reason for the rejection
Make inbound and outbound calls to India Corridor customers in order to carry out security checks
Onboard customer within 5 minutes of sign up
Process requests for contact number changes and pin resets for India corridor customers
Ensure a clear photograph of the customer holding their Identity document is received before processing any number changes or pin resets
Verify that the Identity document/passport matches the one previously supplied and saved on the system profile
Contact the client telephonically to establish that it is the correct client making the request
Generate a statement form Mukuru card manager in order to ask security questions
Refer the customer to their nearest branch if any information appears suspicious
Update the required information or process the reset
Update Zendesk with all required notes and information
Respond to Whatsapp and Skype requests on allocated rotational days
Provide support to the agent consultants for the India corridor
Escalate unresolved issues to Team Leader or relevant department
Uphold the company brand
Manage own professional and self-development
Complete outstanding information on the verification form
Verify the information captured by the agent matches the information on supplied FICA documentation
Ad
Key Requirements:
Grade 12 or equivalent (Essential)
Degree/Diploma (Desirable)
Mukuru Customer Support training course
Understanding and speaking of English and Hindi, Bengali, Urdu or relevant corridor language (Essential)
1 years Customer Service Consultant experience (Essential)
Verifications experience (Desirable)
Knowledge of money transfer procedures
Knowledge of FICA regulations
Harare
Expires
Midlands State University
South Africa
Full Time
10 Dec 2023
27 Nov 2023