Customer Performance Field Officer - Mombasa

About the role

M-KOPA's Mobility division is looking for a Customer Performance Field Officer to drive timely loan repayments and recover overdue accounts and financed assets within an assigned territory in Kenya. The role is field-based, with up to 80% of the time spent in the field, combining in-person customer visits with telephone follow-up. It 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 repayment 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 keep 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 required.
• 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 repossession policy, handing over recovered assets and funds to the custodian within the same working day.
• Ride the assigned motorbike safely and lawfully, complying with Kenyan road-traffic requirements and M-KOPA policy, including wearing PPE and reporting accidents or incidents.
• Provide daily and weekly updates on collections and recovery efforts, using data and tracking systems to monitor portfolio performance.

Required profile

• Valid NTSA Class A2 motorcycle licence (mandatory).
• 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.
• Experience in collections, debt recovery, fleet management or a similar field-based customer role.

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.
• Familiarity with motorbike financing, e-mobility or ride-hailing fleet operations is an added advantage.

The role involves extensive daily motorbike riding, lone working in occasionally unfamiliar locations, handling of customer cash and financed assets, and direct engagement with law enforcement. M-KOPA provides safety equipment, training, insurance cover and operating procedures. Applications are reviewed on a rolling basis, and pre-employment background checks are carried out.