Telesales (Return Team Agent) Job Mogo Finance, Nairobi, Kenya

The Telesales (Return Team Agent) is responsible for working the leads pipeline across all product lines — boda boda financing, car loans, and check-off products — to ensure that no application stalls or goes cold before reaching issuance.

This person reviews the pipeline, identifies applications that need to be followed up, and owns the process of moving them forward: calling customers, collecting outstanding documents, resolving blockers, and pushing each application through to issuance. They act as the bridge between the customer and the internal teams — keeping things moving on both sides.

This is a high-activity, phone-based role that requires someone who is organized, persistent, and commercially sharp. They will not be handed a daily task list — they are expected to know what needs attention and act on it.

Key Responsibilities:

Pipeline Review & Lead Prioritizations.

• Reviewing the full leads pipeline regularly to identify applications that require follow-up, re-engagement, or escalation.
• Prioritize leads based on urgency, application stage, and likelihood of conversion.
• Ensure no application sits idle — own the process of identifying gaps in the pipeline and acting on them proactively.
• Maintain accurate and up-to-date lead statuses in the ERP system to keep the pipeline clean and reliable.

Customer Outreach & Re-engagement.

• Make outbound calls to applicants to re-engage them, understand their current situation, and move their application forward.
• Walk customers through the application process clearly — many stalls happen because the customer does not know what is expected of them or what comes next.
• Handle objections professionally and bring customers who have gone cold back into the funnel.
• Conduct a light re-qualification on the call where needed — confirming the customer is still eligible, still interested, and that the asset or product is still available — and close out leads cleanly where they are no longer viable.

Document Collection & Verification.

• Chase customers for any missing, incomplete, or expired documents required to progress their application.
• Do a basic completeness and legibility check on all submitted documents before passing them to the credit or operations team.
• Flag incomplete or problematic submissions early to avoid delays downstream.

Funnel Management & Internal Coordination.

• Track exactly where each application is stuck in the process — whether at credit review, verification, or disbursement — and follow up with the relevant internal team to keep it moving.
• Act as the customer’s internal advocate, liaising with credit, operations, and branch teams to resolve blockers efficiently.
• Escalate complex or time-sensitive cases to the line manager with clear context and a recommended next step.

Reporting & Data Hygiene.

• Update all application statuses, call notes, and document submission records accurately in the ERP after every interaction.
• Maintain a personal tracker of open applications, pending actions, and expected closure timelines.
• Submit daily and weekly reports to the line manager covering pipeline status, conversion progress, and any at-risk applications.

Qualifications & Experience

• Minimum 2 years of experience in a telesales, outbound calling, or customer-facing collections role.
• Proven ability to manage a high-volume pipeline and consistently meet conversion targets.
• Hands-on experience with an ERP or loan management system is required — ERP proficiency is expected from day one.
• Comfortable working with Microsoft Excel — able to manage and update trackers independently.
• Strong verbal communication in both English and Kiswahili.
• Diploma or bachelor’s degree in a business-related field is preferred; relevant experience takes precedence.

Personal Attributes:

• Self-driven — able to identify what needs doing without being told and act on it.
• Persistent and professionally able to re-engage customers across multiple touchpoints without being aggressive.
• Highly organized, with strong follow-through on every open application and outstanding action.
• Comfortable handling objections and steering difficult conversations toward a positive outcome.
• Detail-oriented — understands that clean data and accurate records are as important as the call itself.
• Proactive communicator who keeps the team and manager updated without being prompted.

Key Performance Indicators:

• Reduction in average time-to-issuance (TTI) across the leads pipeline.
• Month-on-month improvement in application conversion rate.
• Percentage of followed-up applications successfully pushed to issuance within SLA.
• Document collection turnaround time — how quickly outstanding docs are received and verified.
• Daily call volume, connect rate, and follow-up compliance.
• Accuracy and completeness of pipeline records in the ERP system.

How to Apply

Click here to apply