Customer Performance Field Officer - Mombasa

M-KOPA's Mobility division is transforming urban transport by making electric motorcycles accessible and affordable for everyday Kenyans. The Customer Performance Field Officer will drive timely loan repayments and recover overdue accounts and financed assets within an assigned territory across Kenya. This is a field-based role where up to 80% of time is spent in the field, combining in-person customer visits with telephone follow-up. The role operates within Nairobi and/or Mombasa and reports to the Customer Performance Field Team Lead.

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 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

Requirements

Valid NTSA driving licence with motorcycle entitlement (Class A2), mandatory; 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 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; 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

Nice to have

Familiarity with motorbike financing; Familiarity with e-mobility; Familiarity with ride-hailing fleet operations

Benefits

Diverse development programs; Coaching partnerships; On-the-job training; Family-friendly policies; Focus on well-being and flexibility; Safety equipment, training, insurance cover, and operating procedures provided by M-KOPA