A new opportunity has become available for a Payment Operations Support Consultant to join our Operations team based in Cape Town.
The purpose of this role is to assist with and resolve all Pay-In and Pay-Out Payment related queries and technical issues on all integrations /products that affect remittance transaction completion.
The Payment Operations Specialists reports directly to the Payment Operations Supervisor.
This position is responsible for liaising with Pay-In, Pay-Out partners and Mukuru departments in resolving any payment related queries.
Duties and Responsibilities (include but is not limited to):
- Resolve Pay-In queries to ensure timeously release of the order
- Resolve Pay-out partner queries
- Ensure all tickets are actioned (resolved or noted) within the SLA given by Supervisor
- Ensure due diligence/investigations are completed in accordance with SOP specifications
- To ensure business continuity at all times
- Own the communication with customer and stakeholder within the SLA of the business continuity process
- Manage, control and assign user access to the pay-out system
- To uphold the company brand
- Always provide professional customer service and give information based on the training received
- Maintain knowledge of all company products
- To manage own professional and self-development
Minimum Requirements:
- Grade 12 / or equivalent (Essential)
- Degree/diploma (Desirable)
- 1-2 years Customer Service Consultant experience (Essential)
- Understanding and speaking of Shona/Chewa/Ndebele
- 6 months experience with Valtari Software (Desirable)
- Knowledge of money transfer procedures
- Knowledge of online banking
- Knowledge of Mukuru products
- Knowledge of AML practices
Additional Skills:
- Computer skills
- Typing skills
- Telephone skills
- Verbal and Written communication skills
- Time management skills
- Organizational & administrative skills
- Attention to detail
- Sales/Converting skills
- Attention to detail
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 DIVERSITY AND INCLUSION PLANS
Top Skills
What We Do
Mukuru is one of the largest money transfer providers in Africa and a leading Next Gen Financial Services Platform that offers affordable and reliable financial services to the emerging consumer. The foundation of our business was built by providing the continent’s migrant diaspora with safe, convenient international money transfers. From this base we have grown a wide range of products and services that take their cue from our customers’ needs and aspirations for greater financial security and a better life. To this end, we continue to build a highly robust and resilient physical and digital financial payments infrastructure across Africa that unlocks new value-added services for our loyal customers. This includes cash transfers, Mukuru Funeral Cover, and the Mukuru Card. As a fintech provider, Mukuru has underpinned its successful customer engagement strategy with the ability to ‘speak the language’ of its users and gain a grassroots understanding of the unique pain points that customers face in each market. Our engagement platforms include WhatsApp, free USSD, the Mukuru App, and the website. Customers are always able to speak to Mukuru about any challenges or difficulties with the platform, whether it’s a Mukuru agent in a physical booth, at a branch, over the telephone, or via a virtual live chat function in a language of the customer’s choosing, and often in their mother tongue. Take a walk through our Contact Centre at any time, and you’ll hear conversations in 15 languages – our very own united nations of Africa and Asia.
