Job particulars
- Job title
- Customer Performance Field Officer
- Hiring organisation
- s Expand Recruitment Services
- Location
- Mombasa, Kenya
- Employment type
- Full-time
- Work arrangement
- On-site
- Industry
- Customer Service
- Level
- Middle
- Posted
- 22 Oct 2026
- Closing date
- 31 Oct 2026
Key responsibilities
- 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.
- 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.
Candidate requirements
- 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.
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Hiring organisation
s Expand Recruitment Services