Case Investigation Agent at One Acre Fund

Case Investigation Agent Job Responsibilities

Case Management

• Familiarize with all cases of farmer complaints through phone calls to OAF, working with the Customer Service Call team
• Meet with the Customer Service Call Team each week to review open cases and ensure investigation database is up to date
• Prioritize weekly cases to follow up and prepare a travel schedule
• Forward all investigation reports to the relevant parties to ensure resolution and case closure
• Provide recommendations for documentation and process improvement on an ongoing basis
• Any other duty assigned by supervisor

Field Visit Activities

• Schedule visits to investigate cases with Field Directors, Field Leaders and GLs as appropriate Meet with impacted and affected parties and obtain written statements and evidence such as default acknowledgement forms and reports from relevant parties for recovery of cash lost by OAF staff Arrange any follow up appointments to help with the investigation

Departmental Liaison Activities

• Work closely with the regional teams on any requirements for the cases and advise on appropriate resolution and recommendations
• Liaise closely with HR and District Office Administrators on all pending disciplinary actions from cases investigated
• Work with the Investigation Management to examine processes and policies to prevent future occurrences

Requirements for the Case Investigation Agent Job

• Demonstrated computer skills in email, internet usage, Microsoft Office.
• Deep understanding of the OAF core program model
• Excellent interpersonal and communication skills
• Proactive in identifying and solving problems
• Demonstrates integrity and a positive attitude
• Language: Fluent in English, Swahili and any local dialect
• Passionate about serving smallholder farmers
• Relevant work experiences including demanding professional work experience in business, bank or NGO
• Proven organizational, analytical, communication (oral and written) skills
• Ability to work with minimum supervision to meet strict deadlines
• Attention to detail and strong organizational skills
• Must be willing to travel frequently to the field using motorbike taxis in all weathers
• Able to multitask