Job Description

At Mukuru, every transaction represents trust -- trust from customers supporting families and businesses across borders.
As a Customer Service Representative - Foreign Exchange, you will be the face of Mukuru at branch level, delivering accurate, compliant, and professional foreign exchange services. This role is ideal for someone who thrives on precision, customer interaction, and working in a regulated financial environment.
You will play a critical role in safeguarding the business, protecting customers, and ensuring every transaction meets regulatory and brand standards.
Your Mission
To deliver world-class foreign exchange services by processing transactions accurately, ensuring legal compliance, and providing a professional customer experience that reflects Mukuru's values.
What You'll Be Doing
Foreign Exchange & Transactions

• Process foreign exchange transactions accurately, efficiently, and professionally.
• Maintain a high level of attention to detail when capturing transactions and handling cash.
• Ensure daily balancing of personal stock and resolve variances promptly.

Compliance, Risk & Documentation

• Verify customer documentation to ensure compliance with FICA and exchange control regulations.
• Identify and escalate suspicious or potentially fraudulent documentation.
• Ensure all transactions are processed in line with legal, regulatory, and internal policies.

Customer Service Excellence

• Deliver a friendly, respectful, and professional service to all customers.
• Clearly explain foreign exchange processes and requirements to customers.
• Uphold the Mukuru brand through professional conduct and service standards.

Systems, Knowledge & Accuracy

• Maintain current knowledge of foreign exchange processes and currencies.
• Use the ICFX system accurately and efficiently.
• Stay updated on process changes, regulatory updates, and system enhancements.

Professional Development & Accountability

• Take ownership of personal development by completing required training, tests, and assessments.
• Remain competent and compliant by meeting all performance and certification requirements.
• Manage time effectively and maintain strong administrative discipline.

What You Bring
Qualifications

• Grade 12 or equivalent (Essential)
• Mukuru Forex Consultant training course (Advantageous)

Experience

• Minimum 1 year Customer Service Consultant experience (Essential)
• Foreign exchange experience (Desirable)

Knowledge & Technical Skills

• Knowledge of foreign currencies
• Understanding of FICA regulations
• Understanding of exchange control regulations
• Experience using the ICFX system (Advantageous)
• Strong computer literacy

Core Skills & Attributes

• Excellent verbal and written communication skills
• Strong attention to detail and accuracy
• Good organisational and administrative skills
• Professional, customer-focused attitude
• Ability to work under pressure in a regulated environment

I am sure you are reading this job description and meet majority of the criteria BUT you may also still not be 100% comfortable in applying. We believe that there is a place for everyone under the Mukuru sun and we want YOU to contribute to our diverse tapestry of talent. So come on, take a leap of faith, and send your application if you meet majority of our requirements. Remember to include a snippet of how you will bring value and help us build a future of success that will help us determine where and how you may best be suited" Maybe you are just the future Mukurian we need!!
Should 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 COMPANY'S DIVERSITY AND INCLUSION PLANS

Skills Required