Welcome to the frontline of compliance support, where every action ensures trust and integrity! As a Compliance Operations Consultant, you're the guardian of our standards, entrusted to provide world-class assistance to customers facing compliance issues on their orders.
Reporting directly to the Compliance Support Team Lead, you'll be at the helm of actioning all watchlist alerts within our Contact Centre, ensuring meticulous due diligence is carried out before releasing any hits. Your role extends beyond resolution – it's about delivering communication excellence, adhering to our quality assurance guidelines, and meeting SLAs with precision. With internal collaboration between Contact Centre and Compliance teams, and external engagement with our valued customers, you'll be instrumental in upholding our commitment to compliance and customer satisfaction.
Welcome to a role where each interaction is a testament to our dedication to excellence!
Duties and Responsibilities (Include but is not limited to):
Process email alerts for watchlist hits effectively
Receive realtime, automated as well as 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 or 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
Ensure world-class communication according to the standard quality assurance documentation, cadence and SLA outlines
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 team to provide Watchlist information:
Effectively liaise with the Forensic and AML team
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:
Provide professional customer service at all times
Give information based on the training received
Maintain customer confidentiality
Manage own professional and self-development:
Monitor and manage own targets
Attend monthly KPI meetings with Team Leader
Prepare for and attend bi-annual performance reviews
Complete all required compliance training and assignments
Attend all refresher training on any updates on existing products, service, and processes
Key Requirements:
Grade 12 or equivalent (Essential)
Degree/diploma (Desirable)
Mukuru call centre training course
Understanding and speaking of English and Shona OR Chichewa
2 years call centre experience (Essential) or 1 years compliance experience (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
Note: If you are 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.
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