Customer Performance Intern

M-KOPA is a Nairobi-based fintech company founded in 2011, specializing in asset financing to enable economic opportunity through responsible lending and customer support.

At M-KOPA, our Mobility business isn’t just about asset financing—it’s about enabling economic opportunity through responsible lending and customer support that helps people succeed.

1. Assisting in monitoring assigned customer accounts and supporting efforts to keep the collection portfolio within set limits
2. Supporting customer contact initiatives including preparing call lists, draft messages, and participating in supervised outreach to implement repayment schedules
3. Helping provide information to customers about timely repayments and the implications of non-payment, under guidance from senior team members
4. Assisting with tracking customer issues that impact loan repayments, such as accidents or insurance claims, by gathering documentation and escalating appropriately
5. Maintaining accurate records of customer interactions and repayment updates in company systems (M-KOPA-net, Freshdesk)
6. Supporting fleet driver monitoring to help ensure performance targets are met, under guidance from senior colleagues
7. Assisting with routine driver-related issues and helping facilitate communication with external stakeholders
8. Helping identify and track customers with overdue payments and supporting documentation for recommended actions
9. Assisting with planning and coordinating field visits for payment or asset recovery, including communication with local authorities
10. Contributing to daily and weekly reporting by compiling basic analysis on collections and recovery activities
11. Following company policies and guidelines in all collections, asset recovery, and customer interactions while maintaining professionalism and legal compliance

1. Proven experience in collections, fleet management, or customer performance roles
2. Strong communication skills, especially in handling difficult customer interactions with empathy and professionalism
3. Ability to manage field operations, including interacting with local law enforcement and community leaders
4. Proficiency with data tracking systems and reporting tools (e.g., Excel, Freshdesk)
5. High attention to detail and ability to multitask in a fast-paced environment
6. Willingness to travel and work flexible hours as operational needs require
7. Familiarity with motorbike financing, e-mobility sector, or ride-hailing fleet operations is an added advantage
8. Understanding of or interest in fintech and financial inclusion is desirable