Burundi Business Investigator and Farmer Protection Specialist

As Business Investigator & Client Protection Specialist, you will be responsible for investigating financial and operational discrepancies and ensuring client protection principles are upheld throughout operations. You will address cases that impact farmers and clients - such as underpayments, overpayments, incorrect balances, misconduct, or inappropriate collection practices - and ensure fair, timely, and documented resolution. You will oversee two sub-departments: Case Investigation and Hotline.

Investigation & Case Management

• Investigate discrepancies related to repayments, collections, distributions, inventory, and client accounts
• Handle cases involving client impact, including:
  • Under- or over-collection from farmers
  • Incorrect client balances or repayment records
  • Unauthorized charges or coercive collection practices
  • Staff or partner misconduct affecting clients
• Manage investigations end-to-end: case intake, analysis, field verification, documentation, and closure

Client Protection & Safeguarding

• Apply Client Protection Principles in all investigations
• Ensure fair treatment, transparency, confidentiality, and non-retaliation
• Prioritize cases with direct client harm
• Recommend and track remedial actions for affected clients (refunds, balance corrections, corrective communication)
• Escalate safeguarding or severe misconduct cases according to internal protocols

Data Review & Analysis

• Reconcile data from multiple systems (Mobile Money platforms, bank statements, Kobo, client databases)
• Identify patterns, anomalies, and recurring client-impact issues
• Conduct root-cause analysis to prevent recurrence

Field Investigations

• Conduct field visits to verify transactions and client experiences
• Interview staff, agents, and clients using ethical and client-centered approaches
• Collect and preserve evidence while respecting client dignity and confidentiality

Reporting & Documentation

• Prepare investigation reports including: findings and evidence, root causes, client impact assessment, financial implications, corrective and preventive actions
• Maintain a secure and confidential investigation tracker
• Provide periodic summaries to management on case status and trends

Controls & Prevention

• Recommend improvements to SOPs, controls, training, and communication
• Support the implementation of fraud detection and client protection controls
• Contribute to strengthening accountability and ethical standards across operations

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