Customer Performance Field Officer

About the role

M-KOPA Solar is hiring a Customer Performance Field Officer for a full-time, middle-level position based in Nairobi. The role drives timely loan repayments and recovers overdue accounts and financed assets within an assigned territory, with up to 80% of the time spent in the field, combining in-person customer visits with telephone follow-up. The officer reports to the Customer Performance Field Team Lead.

Key responsibilities

• Monitor assigned accounts and keep the collection portfolio within accepted limits, applying sound credit judgment in line with policy.
• Contact and locate customers to set repayment schedules, educate them on the importance of timely payment and the consequences of non-payment, and assist customers affected by accidents, insurance claims or other issues.
• Track and manage non-performing accounts, recommending and executing returns or repossessions in line with policy, and keeping clean documentation of all returns, repossessions and cancellations.
• Plan and execute field visits to recover payments or assets, prioritising high-value leads and coordinating with local authorities and community leaders where needed.
• Carry out all recoveries lawfully and peacefully, never using force, and disengage immediately if a situation becomes hostile or unsafe.
• Repossess financed assets only where properly authorised in the system and in line with the loan agreement and M-KOPA policy, confirming the correct customer, account and asset before acting.
• Hand over recovered assets and funds to the designated custodian within the same working day and never store recovered assets at a personal residence.
• Ride the assigned motorbike safely and lawfully, complying with Kenyan road-traffic requirements and M-KOPA policy, including wearing PPE and maintaining roadworthiness checks.
• Provide daily and weekly updates on collections and recovery efforts, using data and tracking systems to monitor portfolio performance and recommend improvements.

Required profile

• A valid NTSA driving licence with motorcycle entitlement (Class A2); applications without it will not be considered.
• Proven, competent motorbike riding experience and physical fitness to ride daily in varied terrain and weather.
• Proven experience in collections, debt recovery, fleet management or a similar field-based customer role.
• Tertiary education (college, TVET, university etc.) in a relevant field.
• Clean driving and conduct record, able to pass background, integrity and police-clearance checks.
• Familiarity with motorbike financing, e-mobility or ride-hailing fleet operations is an added advantage.

Required skills

• Strong communication skills, especially with difficult or sensitive customers.
• 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.

The role is open to Nairobi and/or Mombasa, with travel required up to 80% of the time. Applications are made through the recruiting partner, Corporate Staffing Services.