Customer Performance Field Officer - Mombasa

About the role

M-KOPA Solar is hiring a Customer Performance Field Officer for a full-time, middle-level position in Mombasa, Kenya. The role drives timely loan repayments and recovers overdue accounts and financed assets within an assigned territory. It is field-based, 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 repayment and the consequences of non-payment.
• Help customers with issues affecting repayment, such as accidents and insurance claims, and keep accurate records in M-KOPAnet, Freshdesk and other systems.
• Track and manage non-performing accounts, recommending and executing returns or repossessions in line with policy, with clean documentation.
• Plan and carry out field visits, prioritising high-value leads and coordinating with local authorities and community leaders where needed.
• Carry out all recoveries lawfully and peacefully, disengaging 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 on the same day.
• Ride the assigned motorbike safely and lawfully, wear PPE, maintain roadworthiness checks and report accidents or incidents immediately.
• Provide daily and weekly updates on collections and recovery efforts, monitoring portfolio performance and recommending improvements.

Required profile

• A valid NTSA Class A2 motorcycle licence (mandatory).
• Proven experience in collections, debt recovery, fleet management or a similar field-based customer role.
• Tertiary education (college, TVET or university) 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

• Motorbike riding experience and physical fitness to ride daily in varied terrain and weather.
• Strong communication skills, especially with difficult or sensitive customers.
• Ability to manage field operations independently.
• Data tracking and reporting tools such as Excel and Freshdesk.

The application is made through the recruiting partner, Corporate Staffing Services.