Customer Care and Debt Collection Agent (Device Financing)

MOGO Auto Limited is part of Eleving Group, an international fintech company operating in sixteen countries across three continents. We are a world-class, reliable, and internationally trusted partner, expanding access to finance in Kenya to promote upward social mobility. Our portfolio encompasses a range of financial products, including car financing, motorcycle financing, tuk-tuk financing, electric motorcycle financing, logbook loans, and vehicle financing.

Since entering the Kenyan market in 2019, we have financed over 100,000 vehicles and served over 50,000 satisfied customers. In June 2024, our new motorcycle financing issuances surpassed the 230 million Kenya shilling mark. 

Our growth is attributed to a focused market growth strategy, a strong emphasis on data and technology, and robust risk management structures. We process loan requests within 24 hours and offer flexible repayment terms of up to 60 months.

Our mission is to provide convenient and affordable financing solutions to our customers, backed by a lowest price guarantee. 

MOGO is one of the few financial companies globally that finances cars of any age, brand, or model. We empower our customers to choose vehicles from trusted dealerships through our user-friendly online car portal. 

Mogo Auto Limited recently signed a commitment letter with Development Finance Corporation (DFC), for a $10 million loan to finance electric vehicles in Kenya. 

Our goal is to facilitate upward social mobility across Kenyan communities by providing innovative and sustainable financial solutions. We strive to build mutually beneficial partnerships with our customers, helping them find the best deals and guiding them through the purchasing process. 

Join us - you'll love working in a collaborative and non-bureaucratic environment that is fun yet stable and sustainable.

• Contact customers with overdue or upcoming payments through calls, SMS, and other approved communication channels
• Recover outstanding payments by negotiating payment commitments and encouraging timely or advance repayments
• Educate customers on device locking/unlocking, loan repayments, and the use of the MOGO App
• Handle customer inquiries, objections, and complaints professionally while providing appropriate repayment solutions
• Accurately document customer interactions, payment promises, and account updates in the collection system
• Escalate complex, disputed, or high-risk accounts to the Team Leader or relevant department
• Achieve assigned collection KPIs while maintaining high-quality customer interactions
• Ensure compliance with company policies, debt collection regulations, and ethical collection practices

• Minimum 1 year's experience in debt collection, customer service, call center operations, or telesales (experience in financial services is an advantage)
• Strong communication, negotiation, and customer engagement skills in English and Swahili
• Experience using CRM platforms, collection systems, and basic computer applications
• Ability to work independently, prioritize tasks, and consistently achieve collection targets
• Strong problem-solving, objection-handling, and customer service skills
• High level of integrity, professionalism, and ethical conduct
• Ability to work under pressure in a fast-paced, target-driven environment
• Strong organizational skills with excellent attention to detail

ADDED ADVANTAGE:

• Experience in digital lending, mobile device financing, or other credit-based products
• Knowledge of debt restructuring, payment negotiations, and customer retention strategies 
• Achieve assigned collection KPIs while maintaining high-quality customer interactions
• Ensure compliance with company policies, debt collection regulations, and ethical collection practices

NOTE: A LINK TO THE NEXT STEPS OF THE JOB APPLICATION WILL BE SHARED ON EMAIL ONCE YOUR JOB APPLICATION IS SUBMITTED BY CLICKING "APPLY" BELOW. ONLY THE CANDIDATES WHO WILL FILL THE FORM WILL BE CONSIDERED.

Feel Good

• A friendly and dynamic work environment
• An excellent well-being program:
• Health insurance (after probation period)
• Pension scheme (after probation period)
• Active social life and events

Win

• Fast results without the friction of bureaucracy
• Great victories due to the transparency of the company and its goals
• Bonuses and awards for the great work
• Participate in victory celebrations with your co-workers

Grow

• Together with an intelligent team
• Yourself and the company with the established feedback culture
• Your knowledge with training possibilities