Customer Care and Debt Collection Agent (Device Financing) at Mogo Finance

Customer Care and Debt Collection Agent (Device Financing) at Mogo Finance – Mogo Finance Kenya Job Details

About the Role

Mogo Finance is hiring a Customer Care and Debt Collection Agent (Device Financing) for its Nairobi office. This is a full-time call center position focused on customer relationship management and early-stage debt recovery within the device financing sector. You will serve as the primary contact point for customers while contributing directly to asset protection and maintaining professional service standards throughout the customer journey.

The role blends inbound customer support, proactive collection follow-ups, and team mentoring functions. As Mogo Finance expands its device financing operations, this position provides exposure to multiple business processes and the opportunity to influence improvements across customer lifecycle management and operational efficiency.

Key Responsibilities

• Handle inbound customer calls and process inquiries from customers new to device financing products
• Execute payment reminder calls and conduct follow-up outreach for accounts in early arrears stages
• Deliver customer support across multiple communication channels including voice calls, WhatsApp, and additional platforms as required
• Support the orientation and onboarding of newly hired team members as the product line grows
• Maintain alignment with Mogo Finance communication standards and service quality benchmarks across all customer interactions
• Collaborate with Loan Officers and Field Teams to resolve onboarding complications and enable timely account activation
• Report customer feedback and operational insights to CRM teams to enhance system usability and process workflows

Requirements & Qualifications

• Minimum 1 year of direct experience in customer care, debt collection, or telesales roles
• Fluency in both English and Swahili—written and spoken
• Working knowledge of CRM platforms and call center software systems
• Ability to manage workload independently, prioritize multiple tasks, and perform effectively under pressure
• Strong organizational skills and meticulous approach to record-keeping and follow-up documentation
• Prior experience with credit or financing products is valued
• Background in business scaling or new product division launches is an advantage; experience in financial services, telecommunications, or asset financing is preferred

What to Expect

• A call center environment in Nairobi with customer interactions throughout the working day
• Transparent performance metrics tied to collection rates, call quality standards, and customer satisfaction scores
• Skill development in debt recovery and customer retention as you progress within the role
• This Customer Care and Debt Collection Agent (Device Financing) at Mogo Finance position in Nairobi is open to qualified candidates. Click Apply below to submit your application.