Career Opportunities at Mogo Finance

What you will do:

• Selling the full range of MOGO Kenya financial products to customers
• Sales of new & used cars, motorcycles and threewheelers for potential customers
• Execution of loan issuance process to potential customers
• Facilitation of proper documentation per sale.
• Assistance with administrative tasks (inspections, price updates etc) when needed
•  Manage incoming potential customers & follow-up until sale is completed.
• Ensuring that the sales process is followed as per MOGO standards
• Reaching the sales target of the branch through avenues provided.
• Any other duty that may be assigned.

Requirements

WHAT YOU NEED

• Diploma/Degree in a business course or related field
• One year relevant sales experience
• Excellent communication and interpersonal skills
• Proficiency in Microsoft Office Suite (Excel, Word and Powerpoint is a must)
• Strong analytical & problem-solving skills
• Ability to adapt quickly and work independently
• Ability to be resourceful and proactive when issues arise
• Excellent organizational skills
• Ability to adapt quickly and work independently.
• Fluent in English and Swahili.
• Good leadership skills
• Loyalty and Integrity

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Responsibilities

What you will do:

• Sell and promote MOGO Kenya Logbook Loan products to new and existing customers.
• Source new business through approved marketing channels and branch initiatives.
• Support the loan issuance process by guiding customers through application requirements and documentation.
• Ensure accurate and complete customer documentation in line with MOGO standards.
• Attend scheduled branch trainings, meetings, and marketing activities as required.
• Achieve assigned branch sales targets and contribute to overall branch performance.
• Provide professional customer service and maintain strong client relationships to drive referrals and repeat business.
• Act as a brand ambassador of MOGO Kenya, upholding company values and maintaining a professional image at all times.
• Perform any other duties assigned by management in support of branch objectives.

Requirements

WHAT YOU NEED

• High school certificate, Diploma, Degree in business administration, Sales & Marketing, Finance, or related field. 
• No previous experience is needed to start. .
• Proven sales or field marketing experience, preferably in financial services will be an added advantage.
• Strong communication, negotiation, and interpersonal skills.
• Self-driven, target-oriented, and able to work with minimal supervision.
• Knowledge of Logbook Loan processes is an added advantage.
• Ability to use Microsoft Office and CRM software.
• Passionate sales Agent and a fast learner.

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Role Overview

The Head of Telesales & Retention owns revenue from new leads and existing customers across the Mogo Kenya portfolio: motorcycles, cars, logbook loans, smartphones and new products, including cash loans. The role is accountable for conversion, retention and reactivation, and for building the machine that delivers them.

Strong day-to-day call center execution is already in place through the managers and leads. This role sets direction, builds new teams, channels and offers, and pushes the function to grow as the portfolio scales.
We are looking for a commercial builder: someone who has opened new sales teams, channels and campaigns, got them hitting numbers fast, and kept pushing for the sky.

Key Responsibilities

Commercial Ownership

• Own conversion, 90-day retention, sleeping client reactivation and revenue targets
• Manage cost efficiency and cost per sale across the function
• Design and run agent commission and incentive schemes within the CXE framework, subject to approval by the Head of CXE

Build & Launch

• Stand up new teams and channels from zero (e.g. a conversion team, scaling WhatsApp and other non-voice sales, launching retention on new product)
• Design and launch offers and campaigns for existing customers together with Product, Marketing and partners
• Bring the retention model to new and fast-growing products, especially smartphones and cash loans
• Push sales and retention growth by digital and self-serve channels: app, push, in-app offers and WhatsApp, so agents focus where a human adds value
• Run fast test cycles on scripts, offers, timing and channels, and scale what works

Operating Model & Playbooks

• Own how telesales works: team split, lead routing and ownership, handoffs to Customer Care and branches, ERP rules
• Own multi-channel playbooks (calls, SMS, WhatsApp, mobile app) triggered by the customer lifecycle
• Own channel mix and customer journeys in our engagement platform (MoEngage), and drive requirements and adoption of sales tech: dialers (Webitel), CRM, offer automation
• Protect lead integrity and design processes that close fraud risks

Team Leadership

• Lead 40+ agents through managers and leads across voice, non-voice and retention teams
• Hire, coach and build a bench of future leaders
• Raise sales skill on the floor (scripts, objection handling) together with L&D and QA

Data & KPIs

• Own the KPI framework, dashboards and reporting cadence for the function
• Make sure KPIs drive the right agent behaviour and link to revenue, not just activity
• Run regular performance reviews and root-cause analysis; align QA scoring with outcomes (dotted line to QA)

Requirements

What you need

• 6+ years in commercial roles: sales, growth, retention, or telesales / call centre leadership
• Proven record of launching something new (a team, channel, product or campaign) and scaling it, with numbers to show for it
• Experience leading 30+ people, directly or through managers
• Strong with data: builds own analysis in Excel or Sheets; comfortable with funnels, cohorts and A/B tests
• Background in lending, fintech, telco, insurance, betting or BPO sales accounts. BPO candidates: show what you built or turned around, not only what you ran
• Experience with mass-market customers in Kenya or East Africa is a strong advantage

What We’re Looking For

• Builder and pusher: creates momentum and does not wait for permission
• Thinks in issuances, revenue, margin and cost per sale, not only calls and talk time
• Hands-on: will listen to calls, sit with agents and re-write the script
• Prefers a V1 in two weeks over a plan in two months
• Pushes teams hard and fairly; comfortable with pace and ambiguity

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Job Purpose

To provide back-office support by resolving customer requests and complaints escalated from the Customer Care team. The Customer Solutions Agent ensures accuracy in loan adjustments, account amendments, and coordination with other departments to deliver timely, compliant, and customer-focused resolutions in line with company policies and service standards.

Task Analysis & Resolution

• Review and analyze assigned customer requests and complaints in the system to determine the appropriate course of action.
• Handle escalated customer requests and complaints within agreed SLAs.
• Process standard restructurings such as renewals, term changes, capital deductions, and cancellations.
• Prepare and share loan statements and perform account amendments accurately.
• Ensure all resolutions are aligned with company policy, internal procedures, and regulatory standards.
• Escalate cases that require complex analysis or policy interpretation to the Custome Solutions Specialist or Team Lead.

Client Communication & Feedback

• Prepare and provide accurate, professional feedback to Customer Care for onward communication to clients.
• Ensure responses are factual, compliant, and align with company communication standards.
• Follow up on pending requests to ensure timely closure and feedback delivery.
• Maintain professionalism, empathy, and clarity in all client-facing interactions

Logbook & Documentation Management

• Process logbook-related requests including inspection bookings, discharge letters, and number plate confirmations.
• Coordinate with relevant teams for new plate applications, repossessed-bike processing and related administrative actions.
• Maintain accurate and traceable records of all handled requests, both digitally and physically.

Interdepartmental Coordination & Case Management

• Collaborate with Collections, Legal, Field, and Finance departments to resolve customer issues efficiently.
• Track and update the status of all open cases to ensure timely completion and closure.
• Provide internal feedback on process gaps and recommend efficiency improvements.

Process Compliance & Quality

• Adhere strictly to operational, compliance, and documentation guidelines.
• Maintain high standards of accuracy and quality in all resolutions.
• Participate in departmental meetings, refresher training, and performance reviews to enhance knowledge and performance.

Requirements

• Diploma or Degree in Business, Customer Service, or related field.
• Minimum of 1–2 years’ experience in customer service, back-office operations, or financial services.
• Strong analytical and documentation skills.
• Excellent communication and coordination abilities.
• Proficiency in ERP/CRM systems and Microsoft Office tools.
• High attention to detail and ability to multitask under pressure.

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Responsibilities

Team Management: 

• Supervise, mentor, and support a team of inbound customer care agents. 
• Schedule shifts and allocate tasks to ensure proper staffing during peak and off-peak hours. 
• Conduct regular team meetings to communicate updates, address concerns, and foster team cohesion. 

Performance Monitoring: 

• Track and analyze individual and team KPIs (e.g., call response times, first-call resolution, Lead Generation, Call Coding and loan issuances). 
• Provide regular feedback and performance reviews to team members. 
• Develop performance improvement plans for underperforming staff and recognize high achievers. 

Customer Experience Enhancement: 

• Monitor and assess calls to ensure adherence to quality standards and policies. 
• Ensure customer complaints are escalated to the customer success team to ensure proper resolution. 
• Identify trends in customer issues and recommend process improvements. 

Training & Development: 

• Train new team members and provide ongoing coaching to enhance skills and product knowledge. 
• Ensure to update the team timely on changes occuring within the company to ensure good information flow. 

Operational Efficiency: 

• Develop and implement strategies to improve efficiency and reduce customer wait times. 
• Monitor and manage workflows, ensuring calls are handled promptly and effectively. 
• Utilize ERP and Re-dash to track team activities and generate insights for decision-making. 

Reporting: 

• Prepare daily, weekly, and monthly reports on team performance and customer feedback. 
• Provide insights and recommendations to management based on analysis of operational data

Requirements

• Must have a degree or diploma in Business Administration or any other relevant related field. 
• At least one-year Previous relevant experience in Logbook and Dispatch would be an added advantage. 
• Strong analytical and problem-solving skills. 
• Excellent knowledge of record keeping. 
• Ability to adapt quickly and work independently. 
• Must be fluency in English and Kiswahili. 
• Must have a high degree of integrity and loyalty.

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Responsibilities

WHAT YOU WILL DO

• Contact customers with overdue or upcoming payments through calls, SMS and other approved communication channels.
• Recover outstanding payments by negotiating payment commitments and encouraging timely or advance repayments.
• Educate customers on device locking/unlocking, loan repayments and the use of the MOGO App.
• Handle customer inquiries, objections and complaints professionally while providing appropriate repayment solutions.
• Accurately document customer interactions, payment promises and account updates in the collection system.
• Escalate complex, disputed or high-risk accounts to the Team Leader or relevant department.
• Achieve assigned collection KPIs while maintaining high-quality customer interactions.
• Ensure compliance with company policies, debt collection regulations and ethical collection practices.

Requirements

WHAT YOU NEED

• Minimum 1 year's experience in debt collection, customer service, call center operations or telesales (experience in financial services is an advantage).
• Strong communication, negotiation and customer engagement skills in English and Swahili.
• Experience using CRM platforms, collection systems and basic computer applications.
• Ability to work independently, prioritize tasks and consistently achieve collection targets.
• Strong problem-solving, objection-handling and customer service skills.
• High level of integrity, professionalism and ethical conduct.
• Ability to work under pressure in a fast-paced, target-driven environment.
• Strong organizational skills with excellent attention to detail.
• Experience in digital lending, mobile device financing or other credit-based products.
• Knowledge of debt restructuring, payment negotiations and customer retention strategies.