EPP Operations Consultant at Mukuru

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