Compliance Operations Consultant at Mukuru

Duties and Responsibilities (Include but is not limited to):

• Process email alerts for watchlist hits effectively
• Receive realtime, automated as well asesclated 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
• 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