Customer Performance Field Officer - Mombasa

Mombasa . Posted 5 days ago

The role

The Customer Performance Field Officer drives timely loan repayments and recovers overdue accounts and financed assets. This field-based role involves in-person customer visits and telephone follow-up within an assigned territory.

What you will do

Monitor assigned accounts to keep the collection portfolio within accepted limits
Contact and locate customers to implement repayment schedules
Educate customers on timely repayment and consequences of non-payment
Assist customers with issues affecting their ability to repay
Maintain accurate records in M-KOPAnet, Freshdesk, and other systems
Track and manage non-performing accounts
Recommend and execute returns or repossessions in line with policy
Plan and execute field visits to recover payments or assets
Conduct recoveries lawfully and peacefully
Repossess financed assets only when properly authorised

Required qualifications

Valid NTSA driving license with motorcycle entitlement (Class A2)
Proven, competent motorbike riding experience
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
Ability to manage field operations independently
Proficiency with data tracking and reporting tools such as Excel and Freshdesk
Clean driving and conduct record
Tertiary education (College, TVET, University etc) in a relevant field

Nice to have

Familiarity with motorbike financing, e-mobility, or ride-hailing fleet operations

Benefits

Safety equipment
Training
Insurance cover
Operating procedures
Diverse development programs
Coaching partnerships
On-the-job training
Family-friendly policies

Before you apply

Ability to pass background, integrity, and police-clearance checks
M-KOPA undertakes pre-employment background checks including criminal records, identification verification, academic qualifications, employment dates and employer references

About the company

M-KOPA's Mobility division is transforming urban transport by making electric motorcycles accessible and affordable for everyday Kenyans. The company has served over 10 million customers and unlocked $2 billion in cumulative credit across Africa.