Customer Solutions Agent

Company Background:

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. 

Job Purpose

To provide back-office support by resolving customer requests and complaints escalated from the Customer Care team. The Customer Solutions Agent ensures accuracy in loan adjustments, account amendments, and coordination with other departments to deliver timely, compliant, and customer-focused resolutions in line with company policies and service standards. 

Key Responsibilities 

A. Task Analysis & Resolution 

• Review and analyze assigned customer requests and complaints in the system to determine the appropriate course of action. 
• Handle escalated customer requests and complaints within agreed SLAs. 
• Process standard restructurings such as renewals, term changes, capital deductions, and cancellations. 
• Prepare and share loan statements and perform account amendments accurately. 
• Ensure all resolutions are aligned with company policy, internal procedures, and regulatory standards. 
• Escalate cases that require complex analysis or policy interpretation to the Customer Solutions Specialist or Team Lead. 

B. Client Communication & Feedback 

• Prepare and provide accurate, professional feedback to Customer Care for onward communication to clients. 
• Ensure responses are factual, compliant, and align with company communication standards. 
• Follow up on pending requests to ensure timely closure and feedback delivery. 
• Maintain professionalism, empathy, and clarity in all client-facing interactions

C. Logbook & Documentation Management 

• Process logbook-related requests including inspection bookings, discharge letters, and number plate confirmations. 
• Coordinate with relevant teams for new plate applications, repossessed-bike processing, and related administrative actions. 
• Maintain accurate and traceable records of all handled requests, both digitally and physically. 

D. Interdepartmental Coordination & Case Management 

• Collaborate with Collections, Legal, Field, and Finance departments to resolve customer issues efficiently. 
• Track and update the status of all open cases to ensure timely completion and closure. 
• Provide internal feedback on process gaps and recommend efficiency improvements. 

E. Process Compliance & Quality 

• Adhere strictly to operational, compliance, and documentation guidelines. 
• Maintain high standards of accuracy and quality in all resolutions. 
• Participate in departmental meetings, refresher training, and performance reviews to enhance knowledge and performance. 

Qualifications and Requirements

• Diploma or Degree in Business, Customer Service, or related field. 
• Minimum of 1–2 years’ experience in customer service, back-office operations, or financial services. 
• Strong analytical and documentation skills. 
• Excellent communication and coordination abilities. 
• Proficiency in ERP/CRM systems and Microsoft Office tools. 
• High attention to detail and ability to multitask under pressure. 

Feel Good

• a competitive salary
• 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