Customer Performance Field Officer

Role Overview

As a field collections and recovery professional, you will manage customer accounts across Nairobi and/or Mombasa, helping customers resolve repayment issues while protecting the company’s financed assets. The work combines account monitoring, customer communication, and territory-based visits, with careful attention to lawful, safe recovery practices and accurate reporting. You will report to the Customer Performance Field Team Lead and may spend up to 80% of your time travelling.

Key Responsibilities

• Review assigned accounts, assess repayment risk, and take policy-compliant steps to keep the portfolio within approved limits.
• Contact customers, establish repayment arrangements, explain the importance of keeping up with payments, and follow up on agreed actions.
• Listen to customers facing repayment difficulties, including those involving accidents or insurance claims, and document discussions and account progress in M-KOPAnet, Freshdesk, and other relevant systems.
• Monitor overdue and non-performing accounts, recommend or carry out approved returns and repossessions, and keep complete records of recoveries, returns, and cancellations.
• Organise field visits across the assigned territory, prioritise promising collection leads, and work professionally with customers, community leaders, and local authorities when needed.
• Carry out all recovery activity peacefully and within the law. Do not use or threaten force; leave immediately if a situation becomes hostile or unsafe.
• Before repossessing an asset, confirm the correct customer, account, and asset, and verify that the action is authorised in the system and permitted under the loan agreement and company policy.
• Transfer recovered money and assets to the designated custodian by the end of the same working day; never keep recovered assets at a personal residence.
• Ride the assigned motorbike safely and in accordance with Kenyan traffic law and company policy, including using required protective equipment, checking roadworthiness, and promptly reporting accidents or incidents.
• Submit daily and weekly updates, use tracking data to assess collection performance, and suggest practical ways to improve results.

Requirements & Qualifications

• A valid NTSA motorcycle licence with Class A2 entitlement is essential. Applications without this qualification will not be considered.
• Demonstrated motorbike riding competence and the fitness to ride daily in varied weather and terrain.
• Experience in collections, debt recovery, fleet management, or another customer-facing field role.
• Strong communication skills, including the ability to handle challenging or sensitive conversations calmly and professionally.
• Ability to plan and manage fieldwork independently and conduct customer and asset recovery activities responsibly.
• Working knowledge of data tracking and reporting tools, including Excel and Freshdesk.
• A clean driving and conduct record, and willingness to complete background, integrity, and police-clearance checks.
• Tertiary education from a college, TVET institution, university, or an equivalent relevant institution.
• Experience with motorbike finance, electric mobility, or ride-hailing fleet operations is an advantage.