Customer Performance Field Officer - Mombasa

[https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/5ac97b31-49cd-4012-8bb0-5caf15e33c69/B25.png] WE ARE LOOKING FOR A CUSTOMER PERFORMANCE FIELD OFFICER TO DRIVE TIMELY LOAN REPAYMENTS AND RECOVER OVERDUE ACCOUNTS AND FINANCED ASSETS WITHIN AN ASSIGNED TERRITORY ACROSS KENYA. [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/06f96ce9-4ada-4f94-9f2d-d900eff6fd2e/B13.png] ''This is a field-based role where up to 80% of your time will be spent in the field; combining in-person customer visits with telephone follow-up to locate customers, negotiate repayment, and where necessary, lawfully recover financed assets. If you’re a self-driven, compliance-minded field professional with collections or debt recovery experience and a valid motorcycle licence, this role is for you.'' [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/395be758-ac99-4003-abca-ea8c73bb8919/B13.png] ABOUT US M-KOPA’s Mobility division is transforming urban transport by making electric motorcycles accessible and affordable for everyday Kenyans. Our Customer Performance team is on the ground every day, protecting portfolio health, keeping customers on track with repayments, and ensuring financed assets are accounted for. You’ll work within an assigned territory, supported by a Customer Performance Field Team Lead and a broader operations team. IN THIS ROLE, YOU WOULD BE RESPONSIBLE FOR:

• 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 [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/9aaeb770-76f7-4a4a-811e-dd2fe8f4d69a/B3.png] This is a field-based role operating within Nairobi and/or Mombasa in Kenya, with travel required up to 80% of the time. You will be reporting to the Customer Performance Field Team Lead. YOUR APPLICATION SHOULD DEMONSTRATE:
• 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. Please read carefully before applying. This is a high-risk, field-based role involving extensive daily motorbike riding in varied terrain and weather conditions, lone working in occasionally unfamiliar locations, handling of customer cash and financed assets, and direct engagement with law enforcement authorities. M-KOPA will provide safety equipment, training, insurance cover, and operating procedures. Disciplined adherence to safety, compliance, and integrity requirements is a core and non-negotiable part of the job. If the above is of interest to you, please apply. WHY M-KOPA? At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility. Join us in shaping the future of M-KOPA as we grow together. Explore more at m-kopa.com http://m-kopa.com. [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/369018b8-cf9c-49c7-95f1-1d414482ba57/B13.png] Recognized four times by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024, 2025 and 2026), named on CNBC's World’s Top Fintech Companies 2025 & 2026 and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 10 million customers, unlocking $2 billion in cumulative credit for the everyday earners across Africa, in addition to over 10,000 e-bikes financed in Kenya. [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/481f6724-8375-4f39-b514-fbe00b8fc3b5/B13.png] Important Notice M-KOPA is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff. Women, minorities, and people with disabilities are strongly encouraged to apply. M-KOPA explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. M-KOPA shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships. M-KOPA does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for ‘recruitment fees’, ‘processing fees’, ‘interview fees’, or any other kind of money in exchange for offer letters or interviews at any time during the hiring process. Applications for this position will be reviewed on a rolling basis. Shortlisting and interviews will take place at any stage during the recruitment process. We reserve the right to close the vacancy early if a suitable candidate is selected before the advertised closing date. If your application is successful M-KOPA undertakes pre-employment background checks as part of its recruitment process, these include; criminal records, identification verification, academic qualifications, employment dates and employer references.