A new and exciting opportunity exists for an EPP Operations Consultant to join the team in Cape Town.
The main purpose of this role is to provide World Class Service by efficiently performing processes and resolving queries in a manner that builds equity with our customers, internal and external departments.
The EPP Operations Consultant reports directly to the EPP Team Lead. They are responsible for ensuring EPP Business clients receive World Class Service by efficiently and appropriately handling complex payment and non-payment queries. They assist the EPP team with payment, non-payment, service queries and are a point of contact for customers. The EPP Operations Consultant ensures all payment and service issues are resolved correctly within set KPI's. They are required to liaise with customers/business entities directly, Controllers, internal and external parties in a manner that represents our brand values and strengthens the customer's and Business's affinity towards the Mukuru Brand. In addition, they take ownership of the processes and systems used within the EPP Team and contribute ideas to increase service levels and reduce cost.
Duties and Responsibilities (Include but is not limited to):
Assist in the Business entity onboarding process, document requirements, following up with Legal and compliance.
Preparation of Data for order creation.
Creation/validation of data sets due for payment which will differ by client.
Invoicing, Order creation, creating bulk orders, generating order status and creation reports.
Product support - editing recipient details, follow up with collection issues, order/batch recalls.
Checking the EPP bank account and ensuring payment has been received from clients.
Customer complaints and swift investigation.
Report Creation - maintain periodic reports accessible to greater team.
Take ownership of the processes and systems used within the team.
Escalate system issues to relevant support/IT teams to investigate and resolve.
Identify tech & non-tech improvements to processes and systems that improve service levels, reduce cost and free up capacity within the team.
Process all complex payments, Bulk orders, high-value EFT and Cheque payments, payroll, supplier queries (wiCodes manual refunds) in line with KPIs. Refer to the KPI doc for latest KPIs.
Verify payments before allocation and authorising for the team.
Use discretion when processing payments that are out of the ordinary or unclear.
Process manual loads and deductions, Mukuru card orders, approved Debit claims with zero errors/mistakes.
Escalate all payment queries to Treasury or AST.
Receive and assist with solving general queries, payment or customer service escalations from all EPP team members.
Communicate with customers who have been escalated.
Assist with identifying training needs within the EPP team and inform the team leader.
Communicate with other departments to ensure all customer queries are resolved appropriately.
Escalate to the relevant external stakeholders to ensure client queries are resolved appropriately.
Attend to escalations from other departments and controllers with regards to customer queries and payment queries.
Gather and process all relevant information for queries requiring further escalations.
Take ownership of the escalated queries to ensure SLA's are met and update the team on any feedback provided by internal and external parties.
Correctly process as directed or relay information received to relevant stakeholders.
Engage with Business customers Delivering World Class Service and builds brand equity.
Manage own performance and self-development.
Key Requirements:
Grade 12 / or equivalent (Essential).
Degree/diploma (desirable).
Mukuru call center training course.
2 years' experience as a VAS Controller (Essential).
Knowledge of money transfer procedures.
Knowledge of African currencies.
Knowledge of card manager and Zendesk systems.
Additional Skills:
Computer skills.
Typing skills.
Telephone skills.
Verbal communication skills.
Organisational & administrative skills.
Attention to detail.
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