Fresh Jobs 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.

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About the job

• We are looking for a Telesales Representative – Inbound to join our Customer Retention group, as we scale up and drive digital and financial inclusion across our markets.
• As a Telesales Representative, you will be the voice that helps customers grow, guiding them through their journey to better devices and expanded opportunities. Working directly with customers every day, you'll help them upgrade their lives by finding the right products, solving their problems, and making sure they get the most out of their M-KOPA experience.
• At M-KOPA, helping customers upgrade isn't just about selling products—it's about opening doors to new possibilities. You will connect customers with the technology they need to improve their lives, whether that's a better phone, additional services, or access to financial tools that can help them achieve their goals.
• Your role combines helping customers, solving problems, and finding new opportunities for growth. You'll handle customer upgrades and device requests, verify customer information to keep everyone safe, and help customers choose the right plans for their needs. You'll also sell additional products that enhance their experience and provide support when they need help with their devices or apps.
• If you enjoy talking to people, like helping others succeed, and want to be part of something that makes a real difference in people's lives, this could be perfect for you.
• This is a hybrid role in Lagos reporting to the Telesales Team Leader.

Requirements

• We need someone with 1-2 years of experience in a call centre or customer service environment, preferably with some sales or telesales experience.
• You should be comfortable talking to customers, solving their problems, and helping them find what they need.
• You should have strong communication skills and be naturally good at building trust with customers. We're looking for someone who is patient, empathetic, and pays attention to details while also being results-oriented and able to work independently.
• Most importantly, you should be a team player who can handle multiple tasks and genuinely cares about helping customers succeed. Experience with CRM systems or mobile financial services would be great, but we're happy to train the right person.