Number Change Team Lead

An awesome opportunity exists for a Number Change Team Lead to join our amazing team in Cape Town.The main purpose of this role is to oversee the number team and to process number change requests timeously.This position is responsible for monitoring and managing the Number Change teams and is also required to update customer contact information (telephone number changes).Internal Liaison takes place with the Agent Consultants and the Call Centre. External liaison takes place with external customers.Duties and Responsibilities (Include but is not limited to):Ensure the Number teams functions are carried out effectivelyMonitor individual team members performance and targetsAddress non-performance of team membersPrepare for and hold weekly team meetings to discuss call qualityProvide advice to team when requiredPeriodically listen in on calls to assess the quality of the serviceCreate and submit reports to Lead KYC SupervisorMerge accounts when requiredProcess Zendesk verification requestsCheck the Indemnity Form is completed with the correct name, date as well as signatureCheck the Proof of Income for non-South African citizens is completed in full with the job title, Identification number, salary, employers information and signatureIf the salary is over R25k per month, ensure bank statement/payslip is attachedCheck the Identity document/passport supplied is valid and correctCheck the Proof of Residence form is completed with the customer address, signature and agents signatureComplete outstanding information on the verification formVerify the information captured by the agent matches the information on supplied FICA documentationOnce all information has been checked and is correct, select the Verify optionSelect bad if any aspect looks suspicious and insert a comment/reason for the rejectionEnsure a clear photograph of the customer holding their Identity document is received before processing any number changes or pin resetsVerify that the Identity document/passport matches the one previously supplied and saved on the system profileCall the client to establish that it is the correct client making the requestGenerate a statement form Mukuru card manager in order to ask security questionsRefer the customer to their nearest branch if any information appears suspiciousUpdate the required information or process the resetUpdate Zendesk with all required notes and informationRespond to whatsapp and skype requests on allocated rotational daysUphold the company brandManage own professional and self-developmentConduct general people management functions to ensure the effective running of the number change teamKey Requirements:Grade 12 or equivalent (Essential)2 years KYC verification experience (Essential)Call Centre experience (Essential)Supervisory experience (Desirable)Knowledge of Mukuru products and servicesKnowledge of FICA regulationsKnowledge of Android Army functions and activitiesKnowledge of verification and number change processesKnowledge of HR processesAdditional Skills:Verbal and written communication skillsTime management skillsOrganisational & administrative skillsInterpersonal skillsShould 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 COMPANYS EE TARGETS
Cape Town, WC, ZA