Customer Performance Field Officer – Nairobi

M-KOPA’s mission is to make high quality energy affordable to everyone. OUR GROWTH SO FAR… M-KOPA has connected more than 400,000 homes in Kenya,Tanzania and Uganda to solar power with over 550 new homes being added every day.

Customer Performance Field Officer – Nairobi

In this role, you would be responsible for:

• 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