Job Description

Reporting directly to the Retail Supervisor, your role encompasses a diverse array of responsibilities essential for the smooth sailing of operations. From maintaining the tidiness of the space to ensuring top-notch customer service, you'll be the beacon guiding patrons through their banking journey. Your keen eye will monitor queues, uphold security protocols, and serve as the bridge between internal stakeholders like tellers, farmers, and management.

Duties and Responsibilities

Housekeeping

Ensure that there is adequate stationery for the day before the commencement of trade.
At the branch ensures that the banking hall is properly cleaned and sanitized
Ensures that the rate board is up before commencement of trade.
Deep sanitization of banking hall and outside the booth every 48 hours.
Daily inspection within the premises for security before trade starts
Daily cleaning outside the booth before commencing of trade
Customer Service

Ensures that all WHO protocols are followed where it concerns queue monitoring, all customers are sanitized and temperatures checked, enforcing social distancing
Assists in completing slips for the elderly, illiterate and new clients
Ensures timeous and effective movement of clients especially during busy periods
Maintains a harmonious environment by managing conflict and complaints amongst customers in the queue
Handles basic customer queries such as name changes using customer’s devices/ WhatsApp platforms
Assesses the gravity of complaints and queries and directs to the correct office for resolution
Assists clients who have lost messages with order numbers and vouchers numbers by directing to the Schedulers/ Branch Manager
Record, post and manage end of day statistics and daily post on the Harare region WhatsApp group
Recording of statistics in relation to the number of people in the queues and the number of times customers have spent in the queue (at main branch). Daily recording at the booth. These statistics are submitted on the google form
Security

Identifies threats before those elements can attack SMH at the booth or at the branch.
Escort tellers to the safe as they do their top-ups.
Ensures that clients are safe from being duped by the public e.g. money changers who give customers fake currency to make sure that the booth is always locked.
Makes sure that the cameras are working
Ensure that the teller is always safe
Ensures that the booth is secure in the absence of the teller.
To manage own professional and self-development

Attend monthly KPI discussion with the Regional Manager.
Attend bi-annual monthly performance meeting with the Regional Manager
Participate and complete all required compliance training and assignments

Qualifications and Experience

Key Requirements

2 years’ experience in Sales within Mukuru or Financial sector environment (Essential)
6months to 1 year security experience
Grade 12 or equivalent (Essential)
Knowledge of customer
service principles
Knowledge of money laundering
Knowledge of CFT
Knowledge of basic security
Knowledge of Mukuru products
Additional Skills

Computer skills
Verbal communication skills
Time management skills
Organisational & administrative skills
Attention to detail
Interpersonal skills