Customer Performance Field Officer

About

M-KOPA is seeking a field-based Customer Performance Field Officer to drive timely loan repayments, recover overdue accounts and financed assets, and protect portfolio health within an assigned territory. The role involves up to 80% travel, reports to the Customer Performance Field Team Lead, and requires a valid NTSA Class A2 motorcycle licence, relevant field collections or recovery experience, tertiary education, and compliance with safety and integrity requirements. Duty station: Nairobi and/or Mombasa in Kenya.

How to apply

Apply online through the official advert page on Ashby (M-KOPA).

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Responsibilities

• 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.

Qualifications

• 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.