Customer Performance Field Officer handles field collections and recovery, requires field debt recovery experience, daily riding physical fitness, and a valid NTSA motorcycle license (Class A2). Full-time role in Mombasa.
Job Summary
We are looking for a Customer
Performance Field Officer to drive timely loan repayments and recover overdue
accounts and financed assets within an assigned territory across Kenya.
”This is a field-based role
where up to 80% of your time will be spent in the field; combining in-person
customer visits with telephone follow-up to locate customers, negotiate
repayment, and where necessary, lawfully recover financed assets. If you’re a
self-driven, compliance-minded field professional with collections or debt
recovery experience and a valid motorcycle licence, this role is for you.”
Responsibilities
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.
Requirements
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.
