M-KOPA is seeking a Customer Performance Intern in Thika to assist in monitoring assigned customer accounts and supporting overall credit collection and customer relationship efforts. This role is ideal for individuals looking to gain experience in fintech, financial inclusion, customer success, and fleet operations management.
Key Responsibilities
Account Monitoring & Collection Support: Assist in monitoring assigned customer accounts and supporting efforts to keep the collection portfolio within set limits.
Customer Outreach: Support customer contact initiatives including preparing call lists, drafting messages, and participating in supervised outreach to implement repayment schedules.
Information Dissemination: Help provide information to customers about timely repayments and the implications of non-payment, under guidance from senior team members.
Issue Tracking & Escalation: Assist with tracking customer issues that impact loan repayments, such as accidents or insurance claims, by gathering documentation and escalating appropriately.
Record Keeping: Maintain accurate records of customer interactions and repayment updates in company systems (M-KOPA-net, Freshdesk).
Fleet Support: Support fleet driver monitoring to help ensure performance targets are met, and assist with routine driver-related issues under the guidance of senior colleagues.
Stakeholder Communication: Help facilitate communication with external stakeholders and support documentation for recommended actions on overdue payments.
Field Operations Support: Assist with planning and coordinating field visits for payment or asset recovery, including communication with local authorities.
Reporting: Contribute to daily and weekly reporting by compiling basic analysis on collections and recovery activities.
Compliance: Follow company policies and guidelines in all collections, asset recovery, and customer interactions while maintaining professionalism and legal compliance.
Requirements & Qualifications
Education: Minimum of a BA/BSc/HND degree.
Experience: Proven experience in collections, fleet management, or customer performance roles is an added advantage.
Communication: Strong communication skills, especially in handling difficult customer interactions with empathy and professionalism.
Operational Skills: Ability to manage field operations, including interacting with local law enforcement and community leaders.
Technical Skills: Proficiency with data tracking systems and reporting tools (e.g., Excel, Freshdesk).
Attributes: High attention to detail, ability to multitask in a fast-paced environment, and willingness to travel and work flexible hours.
Sector Knowledge: Familiarity with motorbike financing, e-mobility, ride-hailing fleet operations, fintech, or financial inclusion is highly desirable.
