{"id":106441,"date":"2026-08-06T06:57:00","date_gmt":"2026-08-06T06:57:00","guid":{"rendered":"https:\/\/jobs.dataaxisnode.com\/kenya\/uncategorized\/customer-support-and-loan-collections-rep\/"},"modified":"2026-08-06T06:57:00","modified_gmt":"2026-08-06T06:57:00","slug":"customer-support-and-loan-collections-rep","status":"publish","type":"post","link":"https:\/\/jobs.dataaxisnode.com\/kenya\/jobs\/remote\/customer-support-and-loan-collections-rep\/","title":{"rendered":"Customer Support and Loan Collections Rep"},"content":{"rendered":"<p><script type=\"application\/ld+json\">{\"@context\": \"https:\/\/schema.org\/\", \"@type\": \"JobPosting\", \"title\": \"Customer Support and Loan Collections Rep\", \"description\": \"nesti are looking for a remote Customer Experience & Collections Representative\\nTerms\\n: Remote on contract\\nAbout nesti\\nnesti is a Kenyan fintech platform turning rent into a credit-building tool for Africa\u2019s gig economy. Our mission is to turn rental payments into verifiable credit history, unlocking access to finance and homeownership.\\nRole Overview\\nThis 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.\\nThe 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.\\nYou will work closely with the Operations and Product teams and report directly to the Head of Operations.\\nWhat You\u2019ll Do\\nCustomer Support\\nHandle inbound calls, WhatsApp messages, in-app chat, and email queries from nesti customers across all topics\\nGuide 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.\\nResolve complaints fairly and efficiently, escalating complex cases to the relevant internal team with full context documented.\\nProvide clear, accurate, and patient explanations of nesti\u2019s products, fees, terms, and processes in plain language, not jargon.\\nCapture customer feedback systematically and pass product and experience insights to the team regularly.\\nMaintain response time and resolution rate targets consistent with nesti\u2019s customer experience standards.\\nLoan Follow-Up & Collections\\nExecute the structured loan reminder and collections sequence for all active facilities, following nesti\u2019s collections communication policy precisely in terms of timing, tone, and channel.\\nProvide 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.\\nMaintain accurate, up-to-date records of every collections interaction -including call outcomes, payment commitments, and follow-up actions \u2013 on nesti\u2019s loan management system.\\nNever threaten, harass, or use coercive language. Compliance with nesti\u2019s collections policy and Kenya\u2019s fair debt collection guidelines is non-negotiable.\\nWhat We Are Looking For\\nDiploma or degree in Business, Communications, Finance, or a related field.\\nMinimum two years of experience in a customer facing role.\\nExperience in a lending, credit, or digital financial services context is a strong advantage.\\nSkills and Competencies\\nExceptional verbal and written communication skills in both English and Swahili.\\nCalm and professional under pressure, particularly when handling frustrated or distressed customers.\\nStrong listening skills. You hear what is not being said as much as what is.\\nOrganised and disciplined about documentatio. Every call and message must be logged accurately.\\nComfortable working with basic digital tools: CRM systems, WhatsApp Business, Google Workspace, and similar platforms.\\nHigh degree of personal integrity. You you handle sensitive financial information and represent nesti\u2019s values in every interaction.\\nSelf-motivated and target-oriented.\", \"datePosted\": \"2026-08-05\", \"hiringOrganization\": {\"@type\": \"Organization\", \"name\": \"nesti\"}, \"jobLocation\": {\"@type\": \"Place\", \"address\": {\"@type\": \"PostalAddress\", \"addressLocality\": \"Remote\", \"addressCountry\": \"KE\"}}, \"directApply\": true, \"validThrough\": \"2026-10-04T23:59:59\", \"employmentType\": \"FULL_TIME\"}<\/script><\/p>\n<p><strong>Company:<\/strong> nesti<\/p>\n<p><strong>Location:<\/strong> Remote<\/p>\n<p><strong>Job Type:<\/strong> Full-time<\/p>\n<p><strong>Apply Before:<\/strong> 2026-10-04<\/p>\n<h3>Job Description<\/h3>\n<p>nesti are looking for a remote Customer Experience &#038; Collections Representative<br \/>Terms<br \/>: Remote on contract<br \/>About nesti<br \/>nesti is a Kenyan fintech platform turning rent into a credit-building tool for Africa\u2019s gig economy. Our mission is to turn rental payments into verifiable credit history, unlocking access to finance and homeownership.<br \/>Role Overview<br \/>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.<br \/>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.<br \/>You will work closely with the Operations and Product teams and report directly to the Head of Operations.<br \/>What You\u2019ll Do<br \/>Customer Support<br \/>Handle inbound calls, WhatsApp messages, in-app chat, and email queries from nesti customers across all topics<br \/>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.<br \/>Resolve complaints fairly and efficiently, escalating complex cases to the relevant internal team with full context documented.<br \/>Provide clear, accurate, and patient explanations of nesti\u2019s products, fees, terms, and processes in plain language, not jargon.<br \/>Capture customer feedback systematically and pass product and experience insights to the team regularly.<br \/>Maintain response time and resolution rate targets consistent with nesti\u2019s customer experience standards.<br \/>Loan Follow-Up &#038; Collections<br \/>Execute the structured loan reminder and collections sequence for all active facilities, following nesti\u2019s collections communication policy precisely in terms of timing, tone, and channel.<br \/>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.<br \/>Maintain accurate, up-to-date records of every collections interaction -including call outcomes, payment commitments, and follow-up actions \u2013 on nesti\u2019s loan management system.<br \/>Never threaten, harass, or use coercive language. Compliance with nesti\u2019s collections policy and Kenya\u2019s fair debt collection guidelines is non-negotiable.<br \/>What We Are Looking For<br \/>Diploma or degree in Business, Communications, Finance, or a related field.<br \/>Minimum two years of experience in a customer facing role.<br \/>Experience in a lending, credit, or digital financial services context is a strong advantage.<br \/>Skills and Competencies<br \/>Exceptional verbal and written communication skills in both English and Swahili.<br \/>Calm and professional under pressure, particularly when handling frustrated or distressed customers.<br \/>Strong listening skills. You hear what is not being said as much as what is.<br \/>Organised and disciplined about documentatio. Every call and message must be logged accurately.<br \/>Comfortable working with basic digital tools: CRM systems, WhatsApp Business, Google Workspace, and similar platforms.<br \/>High degree of personal integrity. You you handle sensitive financial information and represent nesti\u2019s values in every interaction.<br \/>Self-motivated and target-oriented.<\/p>\n<h3>How to Apply<\/h3>\n<p>Apply on CampusBiz Careers (account required)<\/p>\n<p><a href=\"https:\/\/campusbiz.co.ke\/careers\/vacancy\/945279-nesti-customer-experience-collections-representative-remote\/\" target=\"_blank\" rel=\"noopener\" style=\"display:inline-block;padding:10px 20px;background:#2271b1;color:#fff;text-decoration:none;border-radius:4px;\">Apply Now<\/a><\/p>\n<p><small>Source: CampusBiz<\/small><\/p>\n<p><!-- job-expiry: 2026-10-04 --><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Company: nesti Location: Remote Job Type: Full-time Apply Before: 2026-10-04 Job Description nesti are looking for a remote Customer Experience &#038; Collections RepresentativeTerms: Remote on contractAbout nestinesti is a Kenyan fintech platform turning rent into a credit-building tool for Africa\u2019s gig economy. Our mission is to turn rental payments into verifiable credit history, unlocking access [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1408,2033],"tags":[1698,1654,1413,2748],"class_list":["post-106441","post","type-post","status-publish","format-standard","hentry","category-jobs","category-remote","tag-campusbiz","tag-full-time-2","tag-job-listing","tag-nesti"],"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/posts\/106441","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/comments?post=106441"}],"version-history":[{"count":0,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/posts\/106441\/revisions"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/media?parent=106441"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/categories?post=106441"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/tags?post=106441"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}