Collections Officer at M-KOPA

Role Overview

As a Collections Officer based in Nigeria, you'll manage new customer performance across the earliest and most critical stage of their financial journey with us; accounts under 30 days. Reporting to the Senior Lead Collections, you'll handle early-stage outreach, bad debt monitoring, and the full arc of cancellation, suspension, and return processes. Your work sits at the intersection of customer care and financial risk, and your frontline insight directly shapes how M-KOPA improves its onboarding and collections operations.

About Us

• We're not just another fintech talking about financial inclusion - we're actually doing it. 7 million customers across Africa. $2 billion in credit unlocked. 86% report improved quality of life. We've moved from 5 million to 7 million customers, building toward 10 million.
• Here's what matters: 55% of our customers are accessing products and services for the first time. 70% use what we finance to generate income. Nigeria is central to that next chapter.
• This is a hybrid role, you would be working from our offices in Nigeria, partnering with a diverse group of employees from our different markets and locations across the UK, Europe and Africa. You will be reporting to the Senior Lead - Collections.

Why This Role Is Different

• Most collections roles put you in a queue. You dial numbers, follow a script, hit a metric, move on. At M-KOPA, you're working with customers in their first 30 days; the highest-stakes moment in their financial relationship with us. Your ability to understand why someone hasn't paid, identify the real barrier, and negotiate a genuine path forward doesn't just protect M-KOPA's book. It determines whether that customer stays in the financial system or falls out of it. You'll also be flagging early fraud signals and feeding recommendations back into how we operate - collections work with a real feedback loop.

What You'll Do

• You'll manage early-stage outreach on new customer accounts under 30 days past due, having real conversations to understand payment barriers, offering first-call resolution, and negotiating repayment paths that genuinely work for the customer.
• You'll own the full arc of return, downgrade, and cancellation cases; walking customers through refund policies, initiating processes on M-KOPA Net, and coordinating with internal teams to resolve account suspensions and get customers back on track.
• You'll maintain detailed records in Freshdesk and send daily call summaries with observations and recommendations - because your frontline insight directly feeds into how we improve our onboarding, KYC, and collections processes.

What You'll Need

• Minimum of 2 years' experience in a collections or call centre environment, with a track record of first-call resolution and customer negotiation in financial services or a related sector.
• Fluency in English, with the communication and persuasion skills to have difficult conversations with empathy and clarity.
• Proven ability to manage detailed records across CRM systems, identify patterns in customer behaviour, and turn daily observations into actionable recommendations.