Mpesa Attendant

Role Overview

The M-Pesa Attendant is the front line of a busy mobile-money outlet, handling the daily flow of deposits, withdrawals, transfers, bill payments and airtime sales for walk-in customers. The role keeps till cash and M-Pesa float in balance, applies Safaricom's operating and KYC rules to every transaction, and makes sure each customer leaves with an accurate record and a clear answer. Because an outlet's reputation rests on trust, the attendant's accuracy and honesty directly protect both customer funds and the standing of the business as an agent.

Key Responsibilities

• Process M-Pesa transactions: carry out customer deposits, withdrawals, transfers, bill payments and airtime purchases accurately, confirming transaction details before completing each one.
• Manage cash and float: monitor till cash and M-Pesa float levels throughout the shift, arrange top-ups or offloads in good time, and avoid running short during peak hours.
• Balance and reconcile daily: count cash and reconcile the M-Pesa float at the end of each shift, record the totals, and report any discrepancy to the supervisor immediately.
• Serve customers: greet and attend to customers politely and promptly, explain charges, limits and procedures, and answer routine questions about M-Pesa services.
• Resolve or escalate issues: settle straightforward service concerns on the spot and escalate failed transactions, reversals or disputes that require higher-level intervention.
• Apply compliance and KYC rules: verify customer identification where required, follow Safaricom's M-Pesa operating procedures, and decline or report transactions that breach policy.
• Protect information and cash: keep customer details and transaction data confidential and follow the outlet's security practices to reduce the risk of fraud, theft or loss.
• Keep records and reports: maintain accurate transaction logs, prepare end-of-day summaries for the supervisor, and file transaction documentation in an organised, retrievable way.

Requirements & Qualifications

• Education: KCSE mean grade C- (minus) or above.
• Experience: prior work as an M-Pesa Attendant or in a similar cash-handling role is an added advantage; candidates with strong numeracy and reliability but no direct experience will also be considered.
• Numeracy and record-keeping: confidence working with figures, balancing cash and float, and keeping clean, error-free records.
• Basic computer literacy: comfortable using the M-Pesa platform, handset-based agent tools, and simple spreadsheets or record books.
• Availability: able to work long hours, weekends and rotating shifts, including busy peak trading periods.
• Integrity: demonstrable honesty and accountability in handling money that belongs to others.
• Attention to detail: quick to spot small mismatches in cash, float or transaction entries before they become problems.
• Customer service and communication: clear, patient communication with customers who may be unfamiliar with mobile-money procedures.
• Self-management: able to stay organised, courteous and productive under minimal supervision in a fast-paced environment.