Customer Insights Associate

WE ARE LOOKING FOR A CUSTOMER PERFORMANCE INTERN TO SUPPORT OUR MOBILITY OPERATIONS TEAM IN MANAGING CUSTOMER RELATIONSHIPS, LOAN REPAYMENTS, AND FLEET PERFORMANCE AS WE SCALE OUR E-MOBILITY BUSINESS ACROSS AFRICAN MARKETS. ''This role offers the opportunity to gain hands-on experience in fintech operations at the intersection of mobility and financial inclusion. You'll support customer outreach, debt collection, and fleet management activities that help thousands of customers build credit while accessing income-generating assets, working alongside experienced professionals in collections, operations, and customer success'' ABOUT US We foster a culture where operational excellence meets genuine care for customer outcomes. Our team values data-driven decision-making, collaborative problem-solving, and processes that balance business performance with customer dignity. You'll gain practical experience in how collections, fleet management, and customer performance tracking directly contribute to both business sustainability and financial inclusion, working at the intersection of fintech and e-mobility. At M-KOPA, our Mobility business isn't just about asset financing—it's about enabling economic opportunity through responsible lending and customer support that helps people succeed. IN THIS ROLE, YOU WOULD BE RESPONSIBLE FOR: * Assisting in monitoring assigned customer accounts and supporting efforts to keep the collection portfolio within set limits * Supporting customer contact initiatives including preparing call lists, draft messages, and participating in supervised outreach to implement repayment schedules * Helping provide information to customers about timely repayments and the implications of non-payment, under guidance from senior team members * Assisting with tracking customer issues that impact loan repayments, such as accidents or insurance claims, by gathering documentation and escalating appropriately * Maintaining accurate records of customer interactions and repayment updates in company systems (M-KOPA-net, Freshdesk) * Supporting fleet driver monitoring to help ensure performance targets are met, under guidance from senior colleagues * Assisting with routine driver-related issues and helping facilitate communication with external stakeholders * Helping identify and track customers with overdue payments and supporting documentation for recommended actions * Assisting with planning and coordinating field visits for payment or asset recovery, including communication with local authorities * Contributing to daily and weekly reporting by compiling basic analysis on collections and recovery activities * Following company policies and guidelines in all collections, asset recovery, and customer interactions while maintaining professionalism and legal compliance This is an internship role based in Nairobi, Kenya. YOUR APPLICATION SHOULD DEMONSTRATE: * Proven experience in collections, fleet management, or customer performance roles * Strong communication skills, especially in handling difficult customer interactions with empathy and professionalism * Ability to manage field operations, including interacting with local law enforcement and community leaders * Proficiency with data tracking systems and reporting tools (e.g., Excel, Freshdesk) * High attention to detail and ability to multitask in a fast-paced environment * Willingness to travel and work flexible hours as operational needs require * Familiarity with motorbike financing, e-mobility sector, or ride-hailing fleet operations is an added advantage * Understanding of or interest in fintech and financial inclusion is desirable If the above is of interest to you, please apply. WHY M-KOPA? At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility. Join us in shaping the future of M-KOPA as we grow together. Explore more at m-kopa.com. Recognized four times by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024, 2025 and 2026) and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 7 million customers, unlocking $1.5 billion in cumulative credit for the unbanked across Africa. Important Notice M-KOPA is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff. Women, minorities, and people with disabilities are strongly encouraged to apply. M-KOPA explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. M-KOPA shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships.  M-KOPA does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for ‘recruitment fees’, ‘processing fees’, ‘interview fees’, or any other kind of money in exchange for offer letters or interviews at any time during the hiring process. Applications for this position will be reviewed on a rolling basis. Shortlisting and interviews will take place at any stage during the recruitment process. We reserve the right to close the vacancy early if a suitable candidate is selected before the advertised closing date. If your application is successful M-KOPA undertakes pre-employment background checks as part of its recruitment process, these include; criminal records, identification verification, academic qualifications, employment dates and employer references.

Who we are Moniepoint is Africa's all-in-one financial ecosystem, empowering businesses and their customers with seamless payment, banking, credit, and management tools. In 2023, we processed $182 billion and are Nigeria’s largest merchant acquirer. Job Purpose Sits between Finance and the Product & Technology platform team, as products are built, ensuring every new product, feature, or pricing change is correctly designed from an accounting and control standpoint before it ships. Owns the thread from customer journey to financial reporting: how a product event is captured, how it maps to the chart of accounts, and how it lands in the Group's financial statements. Curious about what makes Moniepoint an incredible place to work? Check out posts on how we cultivate a culture of innovation, teamwork, and growth. Responsibilities: * Act as the standing technical accounting partner to Product and Engineering for all new products, features, and pricing changes * Write technical accounting memos and position papers for new or changed products (revenue recognition under IFRS 15, financial instrument classification under IFRS 9, fee vs. interest income treatment, etc.) * Design, build, and maintain the chart of accounts for new and existing products, ensuring consistency across entities * Map each stage of the customer journey (onboarding, transaction, settlement, fee, reversal, write-off) to the correct GL treatment, end to end * Review product and engineering specs pre-launch to flag accounting and control gaps before they reach production * Own the reconciliation between product/transaction system data and the general ledger, and resolve breaks at source * Design controls around new product flows (maker-checker, reconciliation, exception handling) and document them to audit standard * Maintain a living library of accounting treatment documentation per product, kept current as products evolve * Partner with Financial Control, Internal Audit, and external auditors on product-related technical accounting queries Candidate requirements: * ACA / ACCA (or equivalent) with 8+ years post-qualification experience, including Big 4 technical accounting or audit background * Strong working knowledge of IFRS 15 (revenue), IFRS 9 (financial instruments), and IFRS more broadly * Experience translating a product or system design into accounting treatment and GL structure, not just reviewing after the fact * Comfortable reading product specs and talking directly to engineers and product managers, not only to finance colleagues Preffered Qualifications * Experience in payments, fintech, or banking, ideally with exposure to how transaction/ledger systems are built * Prior experience designing or restructuring a chart of accounts for a multi-product platform * Exposure to regulatory reporting requirements tied to product design (CBN, FCA, CBK or equivalent) * Experience working inside or alongside an agile product/engineering team About You: * You can sit in a product spec review and immediately see where the accounting will break, and say so before launch, not after * You translate fluently between accountants and engineers without dumbing either side down * You default to documenting the treatment properly rather than leaving it as tribal knowledge * You're comfortable owning a chart of accounts as a living system, not a static reference document * You care as much about the control design as the accounting answer. A technically correct treatment with no control around it isn't good enough What success looks like: * No product ships without a documented, signed-off accounting treatment and GL mapping * Chart of accounts stays clean and consistent as new products launch, with no post-hoc reclassification projects * Product/transaction data reconciles to the GL within agreed tolerances, with breaks resolved at source, not papered over monthly * Audit findings related to product accounting or control design trend toward zero * Product and Engineering see Finance as a design partner, not a late-stage blocker What to expect in the hiring process * A preliminary phone call with one of our recruiters. * Hiring Manager Interview  * A Panel interview with existing Finance Leads * A behavioural and technical interview with a member of the Executive team.