We are seeking a dynamic and experienced 2IC - Senior Verification Officer to join our Verification Department, responsible processing verification requests from customers and agent, monitoring UK consultants and external verifiers. The ideal candidate will have a strong background in verification processes and a keen eye for detail. This role will involve overseeing the verification activities, ensuring compliance with regulations and standards, and providing support to the Manager in all departmental operations. This role reports directly to Verification Team leads and the HOD of the verifications team. A key part of the role is to lead the team and make sure that their performance is up to the company's standard. Internal Liaison takes place with the Customer Support Group Team Leads, Marketing, Customer Experience Team, Agent land department, Learning, and Development. External liaison is with Agents, Onfido support and customers. Duties and Responsibilities (include but is not limited to): Process verification requests from customers and Agents daily, as per country requirements. Monitor and evaluate the performance of UK consultants and external/internal verifiers. Ensure that verification processes are conducted accurately and efficiently for both internal and external teams. Onboarding of new consultants( liaise with procurement and making sure all verifiers equipment is working plus conduct publishers training and systems training) Collaborate with the Manager to develop and implement verification strategies. Resolve tier 2 escalations and making sure that tier 2 escalations are escalated to the TL for resolution if need be. Maintain accurate records of verification activities and outcomes. Identify areas for improvement in the verification process and implement necessary changes. Ensuring we have enough staff working on all verifications function/systems and communicating changes/updates to staff Multifunctionality, understand and be an expert in all Verifications related programs, example Verifications system, ICFX, Chats, emails and Voice calling systems, Reporting Provide TL and HOD with weekly/monthly reports based on the errors made and discuss improvements Provide and highlight trend analysis which will identify growing trends Provide a monthly report for trends within low performing corridors and the frequent errors. Self-Development Ensure that Product knowledge is continuously developed in the Verification space and that the required standard for product knowledge is maintained. Look for opportunities to develop and improve competencies. Ability to apply logic and methods to solve difficult problems with effective solutions. Ability to work with minimum supervision, adapt to a changing environment quickly, and think independently Strong interpersonal skills and ability to work effectively at all levels in a collaborative team environment. Demonstrate attention to detail and accuracy in work, especially in composing, typing, establishing priorities and meeting deadlines. Results driven, bottom-line oriented, strive to exceed goals, and motivate self and others to achieve positive outcomes. Communicate effectively both verbally and in writing with managers, colleagues, and individuals inside and outside the organization. Additional Skill: Ability to handle multiple tasks in a production-driven environment Ability to adapt well to new situations and shifting priorities Conflict and stress management skills Coaching and give constructive criticism Analytical skills to be able to assimilate data from different systems and create actionable insights Key Requirements: Grade 12 or equivalent Mukuru GDPR and Popia training (Essential) 3 – 5 years customer service experience (Essential) Knowledge of money transfer procedures Knowledge of identifying legitimacy of documents Knowledge of FICA regulations Knowledge of Verification of accounts Knowledge of customer service principles Knowledge of communication techniques and practices Additional Skills: Ability to handle multiple tasks in a production-driven environment Ability to adapt well to new situations and shifting priorities Conflict and stress management skills Coaching and give constructive criticism Analytical skills to be able to assimilate data from different systems and create actionable insights 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 #J-18808-Ljbffr