Soft Collections Supervisor (Overdue)

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.

Key Responsibilities:

• Manage overdue accounts for both cars and boda-bodas.

• Assess staffing needs and ensure adequate coverage.

• Monitor attendance, approve leave, and manage team schedules.

• Shadow team leads for performance support and coaching.

• Track call reach rates, call volumes, and overall efficiency.

• Ensure targets for calls and collections are met.

Leadership and Management:

• Lead the daily operations of the overdue collections team.

• Supervise and motivate team leads and agents to meet performance goals.

• Provide ongoing training, coaching, and feedback.

• Monitor and optimize team performance through regular reviews and call monitoring.

• Ensure compliance with regulatory requirements and company policies.

• Address escalated customer issues and provide solutions for customer satisfaction.

• Foster a customer-centric culture, emphasizing respectful and ethical debt collection practices.

• Prepare and present regular reports on team performance, key metrics, and collection trends.

• Set targets for the team, share for approval, and ensure they are met.

• Develop and implement strategies to optimize workflows and enhance efficiency.

• Ensure ongoing Performance Improvement Plans (PIPs) are in place, with regular meetings and 

follow-ups.

• Collaborate with other departments for compliance and performance improvement.

• Report to the Head of Department on team performance and trends.

• Any other duties that may be assigned.

• Bachelor’s degree in a relevant field
• At least 4 years’ experience in a busy call center environment at a managerial level
• Ability to provide effective leadership to a large team
• Ability to offer quick and effective solutions for any complaint
• Excellent communication and organizational skills 

• Competitive salary
• Bonus based on performance
• Friendly and dynamic work environment
• Opportunity for personal development