Team Leader: Number Change

An exciting opportunity exists for a Team Leader: Number Change to join the Mukuru Team in Cape Town.

The main purpose of this role is to oversee the number and verification (NAV) team and to process verification and number change requests timeously.

The NAV Team Leader reports directly to the Lead KYC Supervisor. This position is responsible for monitoring and managing the NAV teams activities and assist with the checking and verifying information gathered from new customers in order to open accounts. They are required to check the integrity of the documents provided and identify potential fraudulent documents. The position is also required to update customer contact information (telephone number changes).

Duties And Responsibilities (Include But Is Not Limited To)

• Ensure the NAV teams functions are carried out effectively.
• Monitor individual team members performance and targets.
• Address non-performance of team members
• Prepare for and hold weekly team meetings to discuss call quality.
• Provide advice to team when required.
• Periodically listen in on calls to assess the quality of the service.
• Create and submit reports to Lead KYC Supervisor
• Merge accounts when required.
• Process Zendesk verification requests
• Check the Indemnity Form is completed with the correct name, date as well as signature.
• Check the Proof of Income for non-South African citizens is completed in full with the job title, Identification number, salary, employers information and signature
• If the salary is over R25k per month, ensure bank statement/payslip is attached.
• Check the Identity document/passport supplied is valid and correct.
• Check the Proof of Residence form is completed with the customer address, signature and agents signature.
• Complete outstanding information on the verification form
• Verify the information captured by the agent matches the information on supplied FICA documentation.
• Once all information has been checked and is correct, select the Verify option.
• Select bad if any aspect looks suspicious and insert a comment/reason for the rejection.
• 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.
• Call the client 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 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 Lead KYC Supervisor
• Complete performance management activities and reviews with direct reports
• Coach and mentor direct reports
• Complete required HR administrative processes for the NAV team, including annual and sick leave approval.
• Attend all required training courses for new products.

Key Requirements

• Grade 12 or equivalent (Essential)
• 2 years KYC verification experience (Essential)
• Call Centre experience (Essential)
• Supervisory experience (Desirable)
• Knowledge of Mukuru products and services
• Knowledge of FICA regulations
• Knowledge of Android Army functions and activities
• Knowledge of verification and number change processes
• Knowledge of HR processes

Additional Skills

• Verbal and written communication skills
• Time management skills
• Organisational & administrative skills
• Interpersonal skills

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.

Only shortlisted candidates will be contacted. If you do not receive any response after two weeks of the closing date, please consider your application unsuccessful.

NB: ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANYS EE TARGETS