At M-KOPA, We Finance Progress.

Recognized twice by the Financial Times as one Africa's fastest growing company (2022 and 2023) and by TIME100 Most influential companies in the world 2023 , we've served over 3 million customers, unlocking $1 billion in cumulative credit for the unbanked across Africa. At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility. Join us in shaping the future of M-KOPA as we grow together. Explore more at m-kopa.com.

You will manage new customer performance; early-stage calling, bad debt monitoring of campaigns improving cash collected, identification of better customer KYC and onboarding processes, and managing risk around early fraud detection, cancellations, and suspension processes.

You will report to the Senior Lead Collections.

#LI-Onsite

Responsibilities;

• You will be involved in actively dialling through the new customer's performance leads aged less than 30 days to understand their reason for late payments or no payments.

• You will offer solutions for customer concerns and issues raised to achieve the first-call resolution

• You are to negotiate with the customer on ways to get back on track with their payments.

• You will maintain a tracker of customer conversations by updating the history logs on Freshdesk and other relevant database applications.

• You will contact customers who've expressed interest to return their full kits and upgraded MKOPA products to understand their reason for return, and record the status of returned items.

• You will educate the customer on the device return policy, advising on money eligible for refund and if no money refundable advice on why that is so.

• You will initiate the downgrade/cancellation process on M-KOPA net to ensure that the cancelled and refund process is completed.

• You will help dial through customers whose accounts are suspended and partnering with different departments to ensure the issues are resolved for customers to resume loan repayment.

• Reporting - You will send a summary analysis of calls done daily on observations made and from time to time with recommendations.

Qualifications

• Minimum of 2 years experience in a similar role.

• B.Sc degree in business management, administration, accounting, and related fields.

• Excellent attention to detail and thoughtful thinking skills

• Ability to take initiatives

• Call center industry experience.

• Excellent communication skills.

• Excellent persuasion and convincing skills, result-oriented and self-driven.

• Exceptional work ethic and integrity.

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M-KOPA is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff. Women, minorities, and people with disabilities are strongly encouraged to apply.

M-KOPA explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. M-KOPA shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships.

M-KOPA does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for ‘recruitment fees’, ‘processing fees’, ‘interview fees’, or any other kind of money in exchange for offer letters or interviews at any time during the hiring process.

Why M-KOPA?

At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility.

Join us in shaping the future of M-KOPA as we grow together. Explore more at m-kopa.com.

Recognized thrice by the Financial Times as one Africa's fastest growing companies (2022, 2023 and 2024) and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 5 million customers, unlocking $1.5 billion in cumulative credit for the unbanked across Africa.

Important Notice

M-KOPA is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff. Women, minorities, and people with disabilities are strongly encouraged to apply.

M-KOPA explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. M-KOPA shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships.

M-KOPA does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for ‘recruitment fees’, ‘processing fees’, ‘interview fees’, or any other kind of money in exchange for offer letters or interviews at any time during the hiring process.