Debt Collection Call Center Team Lead

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.

• Organize and coordinate work tasks to ensure efficient operations.
• Ensure full compliance with ethical standards, company policies, and procedures.
• Maintain confidentiality of company and customer information at all times.
• Ensure timely execution and completion of duties assigned under this Job Description.
• Maintain full knowledge of the company’s operations, structure, products, and services.
• Monitor and enforce customer contractual obligations, payment timelines, and debt recovery processes.
• Supervise team activities to ensure achievement of set collection targets.
• Monitor, train, and support staff on the use of call centre tools and the company ERP system.
• Identify training needs and develop relevant training materials for the team.
• Allocate portfolios and distribute daily tasks to debt collection agents.
• Conduct performance reviews in line with company requirements.
• Engage customers and advise on viable debt repayment solutions.
• Ensure accurate and up-to-date customer data is maintained and accessible to relevant stakeholders.
• Conduct coaching sessions, call listening, and call calibration for agents.
• Handle customer inquiries via calls and in-person office visits when required.
• Provide recommendations for continuous improvement of debt collection processes.
• Perform any other duties as assigned.

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