Jobs at Inkomoko

We are looking for a motivated and experienced Client Relationship Officer (CRO) to join our team. You will be responsible for managing and maintaining strong relationships with our customers. You will communicate with our customers in a professional and courteous manner, as well as resolve customer issues and complaints.

• The CRO will manage a portfolio of clients and ensure their needs are met in a timely and efficient manner. This includes responding to client inquiries, resolving issues, escalation and doing follow ups.
• Engage all of our clients on a regular basis, conduct interviews in order to  identify, address any client concerns or issues and ensure customer satisfaction
• Develop presentations for new clients to help them understand how the Inkomoko capital can help them.
• Update clients and customers on their portfolio activity and success
• Develop and implement  marketing strategies to grow the customer base
• Build a strong customer relationship management strategy to ensure customer satisfaction
• Manage and triage customer support ‘incidents’ and escalations
• Maintain a perfect understanding of Inkomoko service offering to provide accurate presentations.
• Monitor and analyze results and Implementing changes accordingly
• Lead on-site customer meetings and training
• Use of Customer Support tools, procedures, processes, and metrics
• Represent Inkomoko in the local business community and at conferences or other events
• The CRO will work collaboratively with other members of the investment team to ensure that clients receive the best possible service and investment advice.
• Maintain and organize client investment files

Requirements

WHO WE ARE LOOKING FOR

The ideal candidate will fulfill the following requirements:

• Minimum of a Bachelor’s Degree in a related field
• A minimum of 4 years of experience in a client-facing role in financial institutions in Kenya
• Excellent communication skills, both verbal and written in English & Swahili. Local language is an added advantage.
• Understanding of micro-businesses, loans and savings products will be an addition.
• Must have excellent customer service skills to provide the best possible support and service to clients.
• Excellent computer skills, especially with MS Excel and Word
• Strong interpersonal skills.
• Strong presentation and organizational skills
• Ability to work well in a team environment and in a fast-paced environment
• Critical-thinker and problem-solver
• Shows perseverance, personal integrity, and critical thinking skills

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The Recovery Officer Key responsibility will be to alert, follow up, recover defaulted loans by conducting site visits, coordinating with local authority, manually settling overdue, blocking accounts of overdue clients, and solving the problems with overdue and defaulted clients.

Responsibilities

Loan monitoring (40%)

• Monitor the credit portfolio and evaluate the risk of potential default while recommending recovery solutions
• Identify and escalate repayment irregularities for further management action
• Preparation of monthly portfolio report for Management decision
• Preparation of weekly portfolio reports for credit review meetings
• Compute weekly PAR report including; product, individuals and SMES PAR analysis
• Evaluate product performance through collection and data analysis
• Provide weekly report on turnover on loan accounts
• Maintain an effective trigger reporting system of credit impairments and propose corrective actions
• Provides support to Loan officers, loan managers and compliance officers on Non-performing loans
• Call, visit and send periodic reminders to loan customers on scheduled repayments
• Conduct post disbursement spot checks on customers to confirm loan performance and utilization
• Monitoring defaulters' repayments to stop recurrent non-compliance
• Maintain PAR level in compliance with CBK regulations
• Follow up with Finance department to reconcile payments received and real time transaction postings
• Responsible for achieving monthly PAR target
• Negotiate payment plans with defaulters
• Initiate receivership process with the lawyer

Debt recovery (60%)

• Monitor allocated portfolio of delinquent loans facilities to determine reasons for delinquency by application of sound credit judgment, collections strategy and process within predetermined broad policy guidelines and regulation to minimize credit losses
• Ensure compliance to Inkomoko’s Credit Policy and Procedures regarding management of debt recovery process
• Maintain and prepare monthly collections reports, updates and status
• Maintain a consistent reduction of non-performing debts through aggressive recoveries and viable restructuring options
• Undertake regular and frequent calls, site visits, and follow-ups with the borrowers to implement remedial strategies and action plans for loan recovery
• Initiate demand and reminder letters to all defaulting customers and review all credit files for proper documentation and monitoring
• Ensure effective compliance standards are consistently met with both internal and external regulatory requirements by working closely with lawyer
• Develop and continuously review credit and recovery policies and procedures ensuring their compliance

Requirements

The Recovery officer will be a trusted partner of Inkomoko  Trustee clients, and basic qualifications Include:

• A university degree in Finance, Business Administration or other related field.
• Must speak fluent English, and Swahili. Knowledge of other local languages is a plus.
• Knowledge and familiarity of Kakuma and Kalobeyei is a plus.
• Minimum of 2 years banking of MFIs experience in a credit monitoring /loan recovery role.
• Knowledge of MFIs or banking operations, credit risk management, fraud management, Loan Recovery and Debt Management
• Prior experience dealing with customers/debt collection
• Decisive individuals with ability to deliver unpleasant messages to the debtors and assertive enough to get the debtors pay off the entire debt
• Comfort with the civil court system, and previous experience in litigation preferred
• Unrelenting perseverance, personal integrity, and critical thinking skills
• Must be able to legally work in Kenya

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The Investment Operations Associate at Inkomoko plays a crucial role in ensuring the smooth functioning of the lending process, supporting the lending team, and providing excellent customer service to borrowers.

The following are some of the key responsibilities of an Investment Operations Associate are;

LOAN PROCESSING & CLIENT SERVICING (20%)

• Verify the loan applications and documentation
• Ensure compliance with the lending policies and regulations
• Prepare loan files for review by the lending team
• Respond & resolve customer inquiries, 
• Maintain a positive relationships with borrowers

DATA ENTRY & RECORD-KEEPING (45%)

• Enter accurate data into loan management systems
• Maintain loan records 
• Update borrower information
• Organize and maintain loan documents
• Ensure loan documents are filed correctly and can be accessed easily when needed
• Maintain accurate and up-to-date records of loan applications, processing, and disbursement

REPORTING & COMPLIANCE (25%) 

• Generate reports on loan applications, processing times, and other key performance metrics to assist in decision-making by the lending team
• Ensure compliance with lending policies, regulations, and procedures
• Communicate any issues to the lending team.

PROCESS IMPROVEMENT & COORDINATION (10%)

• Identify areas for process improvement and advise the team
• Recommend changes to improve the efficiency and effectiveness of the lending process
• Coordinate with other departments within the organization to ensure smooth functioning of the lending process

Requirements

Investment Operations Associate will be a trusted partner and basic qualifications Include:

• A University degree in Finance or other related field
• Must speak fluent English and Swahili
• Experience in loan management, microfinance, capital leases, and access to finance for Micro and Small businesses is STRONGLY preferred
• Prior experience dealing with customers/debt in a lending environment
• Prior experience in Loan management system software 
• Very strong attention to details and good follow through
• Comfort with the civil court system, and previous experience in litigation preferred
• Unrelenting perseverance, personal integrity, and critical thinking skills
• At least 2 years of work experience in relevant or applicable field
• Must be able to legally work in Kenya

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The Head of Budgeting plays a critical role in shaping Inkomoko’s financial decision-making and ensuring the organization achieves its mission sustainably. This role is responsible for leading the annual budgeting process, rolling forecasts, financial reporting, and business analysis. 

As Inkomoko scales, the Head of Budgeting will serve as a strategic partner across departments and country teams, providing data-driven insights to drive growth, efficiency, and impact.

Key Responsibilities

Budget Development and Planning

• Lead the annual and multi-year budgeting process across country and field operations.
• Coordinate inputs from programs, finance, and leadership teams to ensure strategic and operational alignment.
• Develop tools, templates, and budget guidelines for efficient budgeting.
• Support scenario planning and multi-currency budgeting models for donor and internal planning.
• Develop rolling forecasts to reflect changing conditions, program performance, and funding shifts.
• Partner with department and country leaders to align financial plans with strategic goals.
• Collaborate with Treasury & Grants and Development teams on proposal budgets and donor financial reports.

Budget Monitoring and Forecasting

• Prepare monthly and quarterly budget performance reports for leadership and budget holders.
• Lead periodic re-forecasting processes in collaboration with FP&A and country finance teams.
• Identify budget variances, trends, and risks and provide actionable recommendations.
• Collaborate with FP&A team to support quarterly re-forecasting and annual planning processes.
• Work closely with budget owners to understand financial variances and improve cost management.
• Provide scenario modeling and strategic financial insights to support decision-making.

Financial Reporting & Analysis 

• Prepare monthly and quarterly management reports with variance analysis and key performance indicators (KPIs).
• Analyze program and country-level financial performance, identifying risks and opportunities.
• Create dashboards, charts, and visualizations for senior leadership to support decision-making.
• Track key metrics for revenue, cost recovery and unit economics across field locations, departments and countries.

Strategic Planning & Business Partnering

• Build and maintain long-range financial models for growth, scenario planning, and capital deployment.
• Support fundraising and investment planning with financial models and projections.
• Evaluate new initiatives or expansions from a financial viability standpoint.
• Serve as a finance liaison to key teams, helping budget owners understand and manage their resources.
• Provide tailored support and training to improve financial ownership across the organization.
• Collaborate with the Grants, Programs, and Operations teams to align financial planning with donor expectations and program goals.

Systems, Policies, and Continuous Improvement

• Improve budgeting tools and integration with financial systems.
• Contribute to the design and enforcement of budget policies and controls.
• Support audit and compliance processes related to budgeting and planning.
• Improve and automate FP&A tools, templates, and systems to enhance efficiency and accuracy.
• Support the implementation of financial systems (e.g., ERP, budgeting platforms).
• Ensure data integrity and accuracy across reporting tools.

Team Leadership and Culture

• Manage and mentor a team of Senior Management Accountants across countries through coaching and performance management.
• Align the team’s work and culture with Inkomoko’s values and talent framework, emphasizing learning, inclusion, and impact.
• Foster a collaborative, data-driven, and service-oriented culture within the budgeting team.
• Build capacity of finance and non-finance staff in budget literacy and ownership.

Requirements

Required Qualifications

• Bachelor’s degree in Finance, Accounting, Economics, or a related field. MBA, CFA, or CPA is a plus.
• 10+ years of progressive experience in budgeting, financial planning and analysis, including multi-country operations.
• Strong analytical and quantitative skills with proven experience in budgeting, forecasting, and modeling.
• Strong Excel (advanced formulas, pivot tables, financial models) and ERP/reporting systems skills; experience with BI tools (e.g., Power BI, Tableau) is an asset.
• Experience in social enterprises, NGOs, or donor-funded organizations preferred.
• Excellent communication and interpersonal skills – able to present financial insights clearly to non-financial stakeholders.
• High level of integrity, accountability, and commitment to Inkomoko’s mission.
• Comfortable working in a fast-paced, growing, and multicultural environment.