Customer Performance Field Officer - Nairobi at M-KOPA Solar

In this role, you would be responsible for:

• 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.

Your application should demonstrate:

• 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