Customer Performance Field Officer - Nairobi

In this role, you would be responsible for: Monitoring assigned accounts and taking appropriate action to keep the collection portfolio within accepted limits, applying sound credit judgment in line with policy guidelines Contacting and locating customers to implement repayment schedules, educating them on the importance of timely repayment and the consequences of non-payment Assisting customers with issues that may be affecting their ability to repay, including accidents, insurance claims, and other matters... and maintaining accurate records of all conversations and repayment status in M-KOPAnet, Freshdesk, and other relevant systems Tracking and managing non-performing accounts, recommending and executing returns or repossessions in line with policy guidelines, and maintaining clean documentation of all returns, repossessions, and cancellations Planning and executing field visits to recover payments or assets within the assigned territory, prioritising high-value collections leads and coordinating with local authorities and community leaders where required Conducting all recoveries lawfully and peacefully — never using, threatening, or implying force, and immediately disengaging if a situation becomes hostile or unsafe Repossessing financed assets only where properly authorised in the system and in line with the loan agreement and M-KOPA repossession policy, confirming the correct customer, account, and asset before taking any action Handing over recovered assets and funds to the designated custodian within the same working day, and never storing recovered assets at a personal residence Riding the assigned motorbike safely, lawfully, and in full compliance with Kenyan road-traffic requirements and M-KOPA policy at all times — including wearing PPE, maintaining roadworthiness checks, and reporting any accidents or incidents immediately Providing daily and weekly updates on collections and recovery efforts, using data and tracking systems to monitor portfolio performance and recommend improvements This is a field-based role operating within Nairobi and/or Mombasa in Kenya, with travel required up to 80% of the time. You will be reporting to the Customer Performance Field Team Lead. Your application should demonstrate: A valid NTSA driving license with motorcycle entitlement (Class A2): this is a mandatory requirement; applications without it will not be considered Proven, competent motorbike riding experience and physical fitness to ride daily in varied terrain and weather conditions Proven experience in collections, debt recovery, fleet management, or a similar field-based customer role Strong communication skills; especially in handling difficult or sensitive customer interactions Ability to manage field operations independently, including lawful asset recovery and professional interaction with customers, community leaders, and law enforcement Proficiency with data tracking and reporting tools such as Excel and Freshdesk A clean driving and conduct record, with the ability to pass background, integrity, and police-clearance checks Tertiary education (College, TVET, University etc) in a relevant field is required Familiarity with motorbike financing, e-mobility, or ride-hailing fleet operations is an added advantage