We are on the lookout for a
Compliance Support Consultant to join our team in Cape Town or Pretoria. The purpose of this role is to provide world class customer support to all customers facing compliance issues on their orders that requires actioning. The Compliance Support Consultant reports directly to the Compliance Support Team Lead. This position is responsible for actioning all watchlist alerts (realtime, automated and escalated). They are responsible for releasing all watchlist hits after the necessary compliance regulated due diligence have been completed.
They are also responsible for providing world class communication according to our standard quality assurance documentation, cadence and SLA outlines. They are responsible for escalating and communicating all true watchlist hits to the forensic and AML team. Internal Liaison takes place with the with Customer Support Department and Compliance teams. External liaison takes place with external customers.
Duties and Responsibilities (Include but is not limited to):
- Process email alerts for Watchlist hits effectively
- Receive realtime, automated as well escalated alerts of Watchlist hits
- Determine if the hits were true or false positives by completing all the necessary compliance regulated due diligence
- In the case of a false positive, then release the individual
- Provide feedback to the relevant staff when their customer has been Whitelisted of if they were a true hit
- Maintain a worksheet record of all actioned hits
- Ensure all hits are captured accurately with all relevant information
- Provide world class customer service to Mukuru customers with compliance queries
- Respond to customers queries timeously and professionally
- Provide accurate and up-to-date information as needed
- Ensure correct documentation is received by customers
- Assist with outbound calls and live calls from customers regarding compliance issues
- Liaise with the Forensics and AML team to provide Watchlist information
- Escalate and communicate all true watchlist hits to the forensic and AML team
- Ensure all information is accurate in order to be reported to the Regulator
- Uphold the company brand
- Manage own professional and self-development
Key Requirements:
- Grade 12 or equivalent (Essential)
- Degree / Diploma (Desirable)
- Mukuru customer support training course
- 2 years customer support department experience (Essential) or 1 year compliance experience (Essential)
- Understanding and speaking of English and Ndabele (Essential)
- Knowledge of compliance regulations
- Knowledge of money transfer procedures
- Knowledge of FICA regulations
- Knowledge of African currencies
- Knowledge of customer service principles
Additional Skills:
- Multitasking skills
- Computer skills
- Telephone skills
- Written communication skills
- Organisational & administrative skills
- Attention to detail
- 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.
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
