nesti are looking for a remote Customer Experience & Collections Representative
Terms: Remote on contract
About nesti
nesti is a Kenyan fintech platform turning rent into a credit-building tool for Africa's gig economy. Our mission is to turn rental payments into verifiable credit history, unlocking access to finance and homeownership.
Role Overview
This is a frontline role at the heart of the nesti customer experience. You will be the voice our customers hear when they have a question, a problem, or need support. And the person who ensures our loan book stays healthy by following up on outstanding facilities with professionalism, empathy, and persistence.
The role sits at the intersection of customer service and credit collections. You need to be equally comfortable helping a first-time user set up their rent payment and having a calm, firm conversation with a customer who has missed a repayment deadline. Both sides of this role matter equally.
You will work closely with the Operations and Product teams and report directly to the Head of Operations.
What You'll Do
Customer Support
- Handle inbound calls, WhatsApp messages, in-app chat, and email queries from nesti customers across all topics
- Guide new customers through the nesti app, M-Pesa mini-app, and the rent payment process, including explaining how RentScore is built and what it unlocks.
- Resolve complaints fairly and efficiently, escalating complex cases to the relevant internal team with full context documented.
- Provide clear, accurate, and patient explanations of nesti's products, fees, terms, and processes in plain language, not jargon.
- Capture customer feedback systematically and pass product and experience insights to the team regularly.
- Maintain response time and resolution rate targets consistent with nesti's customer experience standards.
Loan Follow-Up & Collections
- Execute the structured loan reminder and collections sequence for all active facilities, following nesti's collections communication policy precisely in terms of timing, tone, and channel.
- Provide customers with clear, step-by-step repayment instructions on every collections interaction. The goal is always to help the customer pay, not simply to chase.
- Maintain accurate, up-to-date records of every collections interaction -including call outcomes, payment commitments, and follow-up actions - on nesti's loan management system.
- Never threaten, harass, or use coercive language. Compliance with nesti's collections policy and Kenya's fair debt collection guidelines is non-negotiable.
What We Are Looking For
- Diploma or degree in Business, Communications, Finance, or a related field.
- Minimum two years of experience in a customer facing role.
- Experience in a lending, credit, or digital financial services context is a strong advantage.
Skills and Competencies
- Exceptional verbal and written communication skills in both English and Swahili.
- Calm and professional under pressure, particularly when handling frustrated or distressed customers.
- Strong listening skills. You hear what is not being said as much as what is.
- Organised and disciplined about documentatio. Every call and message must be logged accurately.
- Comfortable working with basic digital tools: CRM systems, WhatsApp Business, Google Workspace, and similar platforms.
- High degree of personal integrity. You you handle sensitive financial information and represent nesti's values in every interaction.
- Self-motivated and target-oriented.
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