Job Opportunities at Mogo Finance

KEY RESPONSIBILITIES:

• Supervise a small team responsible for:
• Welcome calls to new customers
• Early-stage debt collection (reminders and follow-ups)
• Ongoing customer support through call, WhatsApp, and other channels
• Build daily and weekly performance reports (calls, resolutions, response times, etc.)
• Coordinate with Loan Officers and Field Teams to ensure seamless customer onboarding and issue resolution
• Monitor repayment behavior and provide insights to the risk and operations team
• Collaborate with the CRM and tech teams to improve customer interaction flows
• Ensure that all interactions are aligned with Mogo’s tone of voice and customer experience standards
• Assist in onboarding and training new team members as the product scales
• Maintain documentation and SOPs for all customer care and DC workflows and SOPs for all customer care and DC workflows

What you will need:

Qualifications:

• Minimum 3 years’ experience in customer care, debt collection, or telesales — ideally in financial services, telco, or asset financing.
• Previous experience managing or supervising a customer service or Debt Collection team.
• Strong communication skills in English and Swahili.
• Experience working with CRM tools and call center systems.
• Ability to work independently, prioritize tasks, and thrive in a fast-paced environment
• Strong organizational skills and attention to detail.

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MAIN TASKS:

• Conducting regular call audits & documenting call findings, to include positive performance & areas of improvement.
• Prepare detailed reports of call evaluations including performance metrics, trends, and actionable feedback.
• Provide regular updates to the HOD & Call Centre Supervisor on agent performance, highlighting recurring issues or patterns.
• Provide feedback and coaching to agents based on call evaluations, focusing on improving performance and customer interactions.
• Work with team leads and supervisors to identify training needs and areas for development.
• Assist in the development of training materials and sessions to improve agent skills and knowledge of debt collection processes.
• Creating effective performance assessment by using appropriate metrics.
• Conducting regular group and one-on-one trainings with Call Centre Agents. 
•  Analyse key performance indicators (KPIs), to identify trends and areas for improvement.
• Establishing standards governing customer interactions and implementing monitoring programs.

What you will need: 

QUALIFICATIONS:

• Degree/Diploma in Business/Social Science or any other related course.
• At least two years relevant experience
• Excellent communication and interpersonal skills. 
• Strong analytical & problem-solving skills.
• Strong understanding of debt collection practices
• Ability to provide constructive feedback in a clear and professional manner.
• Ability to adapt quickly, work independently & have attention to detail