Customer Performance Field Officer - Mombasa

Role Overview

As a field collections professional, you will manage overdue accounts across Nairobi and/or Mombasa, working directly with customers to agree on repayment plans and, when authorised, recover financed assets. Your work will help protect portfolio performance while ensuring every customer interaction and recovery is handled safely, respectfully, and in line with company policy and Kenyan law. You will report to the Customer Performance Field Team Lead and may spend up to 80% of your time travelling in the field.

Key Responsibilities

• Monitor assigned accounts, assess collection risks, and take timely action within credit policies and portfolio limits.
• Contact customers, establish their circumstances, and agree practical repayment schedules while explaining the importance of keeping payments current.
• Respond to repayment difficulties, including those connected to accidents or insurance claims, and record conversations and account updates accurately in M-KOPAnet, Freshdesk, and other relevant systems.
• Track non-performing accounts and recommend or carry out returns, repossessions, and cancellations only in accordance with applicable policy and authorisation requirements.
• Plan territory visits to recover payments or assets, prioritising promising collection cases and working with community leaders or local authorities when appropriate.
• Confirm the customer, account, asset, and system approval before any repossession; conduct recoveries peacefully, withdraw if a situation is unsafe, and never use or threaten force.
• Transfer recovered funds and assets to the designated custodian by the end of the same working day. Do not keep recovered assets at a personal residence, and maintain complete handover records.
• Ride the assigned motorbike responsibly, use required protective equipment, check that it is roadworthy, comply with Kenyan traffic rules, promptly report incidents, and provide daily and weekly recovery updates using performance data.

Requirements & Qualifications

• A current NTSA motorcycle driving licence with Class A2 entitlement is essential; applications without this qualification will not be considered.
• Demonstrated motorbike riding competence and the physical ability to ride daily across varied terrain and weather conditions.
• Experience in collections, debt recovery, fleet operations, or a comparable field-based customer role.
• Strong communication skills, including the ability to manage sensitive or challenging conversations with customers.
• Sound judgement and the ability to organise fieldwork independently while engaging professionally with customers, community representatives, and law enforcement.
• Working ability with data and reporting tools, including Excel and Freshdesk.
• A clean driving and conduct record, and readiness to complete background, integrity, and police-clearance checks.
• College, TVET, university, or other tertiary education in a relevant discipline.
• Experience with motorbike finance, e-mobility, or ride-hailing fleet operations is an advantage.