Fraud Officer at Fourth generation capital (2025-10 – Present)
- Monitor and analyze transactional data and customer behavior to identify potential fraud patterns and anomalies.
- Assist in the execution of fraud investigations by gathering and analyzing data, documenting findings, and preparing reports and presentations for senior management (ExCo / Board).
- Utilize fraud detection tools (or assist in the enhancement and creation of these) and systems to identify suspicious activities and escalate them for further investigation.
- Support the implementation and monitoring of fraud prevention controls and strategies to reduce the risk of the organisation falling victim to fraud and other related offences (e.g. money laundering, proliferation finance, terrorism finance).
- Assist in the development and maintenance of fraud risk assessments.
- Contribute to the development and delivery of fraud awareness training programs for staff.
- Maintain accurate and up-to-date records of fraud cases and investigation activities.
- Assist in the preparation of reports for management and regulatory bodies (CBK and UMRA) as required.
- Stay informed about emerging fraud trends and techniques relevant to the digital lending industry in Kenya and Uganda.
- Collaborate with other departments, such as Customer Support and Operations, to identify and address potential fraud risks.
Assistant Collections Manager at Fourth generation capital (2023-05 – 2025-09)
Support in overall collections by working closely with the collections manager to come up with strategies to push the current priority books and facilitate maintaining a PAR of below 5%
- Consistency tracking the collections trends and actively addressing the gaps with the respective team leaders at Call center and the field team.
- Organizing, Planning and coordinating collections drives for the field team to ensure teams visits and collect defaulted accounts on our priority books and the overall business targets are achieved.
- Managing relationships with EDCs to ensure all the outsourced files are thoroughly worked on and also offering timely support to the edcs to ensure seamless flow of processes for any issues escalated.
- Actively Monitoring the accounts to ensure to ensure all the accounts are correctly assigned to the respective vintage collectors.
- Leading a team of Field Agents and Recovery agents to ensure they respectively deliver on the assigned business targets.
- Supporting in handling all collections issues raised both for the Upia Products and the Kuza Product.
- Supporting and motivating the collections team in order to achieve collections target.
- Managing relationships with the branches in order to reduce exposure to potential bad debt.
- Administrative work such as waiver of penalties to the deserving customers, ensure that payments from defaulted accounts are allocated to FAs & RAs as per SOP and ensure that there are no defaulted accounts not assigned to collection agents as per credit policy.
- Working closely with the collections manager in doing default analysis.
- Play a significant role in monitoring the integrity and completeness of data captured by the branch staff.
- Flag any discrepancies and escalate to the collections manager and operations team for further action.
- Offering general leadership & support to the collections team leaders both at the call center and the field to ensure they effectively manage their teams and they are able to deliver the business targets.
- Performance management: In close collaboration with the HR department ensure all issues related to performance management that are escalated by the team leaders are determined fairly to the satisfaction of both parties.
Field Agent Team leader at Fourth generation capital (2022-08 – 2023-04)
- Work with FA's to achieve collection targets, focusing more on FA Vintage.
- In liaison with assistant collections manager escalate vintage accounts to the Fas.
- Work with assigned FA's to consistently and effectively follow up and report accounts under each agent's portfolio.
- Receive and act on vintage defaulter analysis reports.
- Monitor compliance of SOPs and best practices by the Fas.
- Lead assigned agents during collections drives and ensure that the collections drives' targets are achieved.
- Effectively organize assigned agents work to maximize their productivity at minimum cost.
- Follow up on and implement agreed interventions in assigned markets and/or submarkets with collections interventions.
- Coordinate branch exit meetings after collections drives and provide detailed reports and actions points on defaulted to the assistant collection manager.
- Establish and nurture strong relationships with the local authorities.
- Track daily performance of the FAs.
- Mentor and coach the FAs to improve on the field collections.
Field collections agent at Fourth generation capital (2019-02 – 2022-07)
- Collecting of defaulted loans within the assigned region.
- Interacting with defaulters by phone and through visits for face to face meeting to resolve matters of outstanding debts.
- Negotiating reasonable payment plans with the defaulted accounts and keeping track of the plans to ensure that they are adhered to by the defaulters.
- Recording and updating interactions with the defaulted accounts on the merlin system.
- Customer service thus educating and handling customers queries on all issues related to the company products.
- Market intelligence and research.
- Manage relationships with local authorities and Security Officers.
- Participate in field collection drives across all branches.
Estate Manager at Real IPM (K) Limited (2017-06 – 2018-02)
- Managing daily operations in the estate department.
- Head of security in the company- Managing the security team to ensure the firm security issues are professionally handled.
- Managing the workforce in the estate department thus Electrician, Carpentry, Irrigation team and Maintenance team.
- Handling all the repairs and maintenance works within the firms department.
- Recruiting and managing the support staff workforce i.e. Casuals, cleaners, security guards etc.
- Sourcing, recruiting and supervising of the external service providers i.e. Building contractors, Painters, fence maintenance, suppliers etc.
- Head of 5S and Kaizen concept implementation in the firm.
- Planning and managing the department budget and firms operations.
- Facilitating all the firm licenses' to ensure the firms operations complies with the government laws i.e. Nema Audits, Business operations Licenses, Health and safety Audits, Fire licenses, Land Rates licenses, Construction plans approval facilitation etc.
Property manager at Nyumbalink limited (2012-06 – 2014-07)
- Marketing of the vacant houses within the region and organizing of the viewing by the prospective tenants.
- Ensuring timely rent payments by all tenants in the region.
- Ensuring timely and efficient rent collection within the region.
- Ensuring property cleanliness by supervising all the caretakers in the assigned region.
- Overseeing and handling property maintenance and repairs in the region.
- Initiating disciplinary measures against unruly tenants in the assigned region.
- Demanding rent arrears and recommending termination, eviction and auction on uncooperative tenants with huge outstanding rent arrears.
- Handling any other tenancy issues arising from the properties.
Retail centre representative at Safaricom limited (2009-10 – 2011-11)
- Customer service-handling of customers' queries on issues related to company's products and services.
- Educating and advising the customers on new and existing company products and services i.e. giving out brochures and flyers.
- Prospecting and cross selling to walk in customers at the customer service desk.
- Contribution to revenue through sales inside the shop at sales desk.
- Making follow up and collecting feedback on customers suggestions and opinions on company's products and services.
- After sales services- involved technical support by trouble shooting on customer products or service challenges and advising on solutions i.e. data issues, laptops, modems.
- Actively participating in sales and activation programs outside the shop i.e. open days.
- Making cold calls to introduce company products and services to potential client's i.e. new dealers.
Marketing executive at Kenya comfort hotel/suites (2008-05 – 2009-09)
- Marketing of the hotel products, services and facilities.
- Customer service handling incoming calls, inbound calls, all issues related to inquiries and booking at customer service desk.
- Booking in clients in the hotel rooms and organizing for their check outs.
- Educating and advising the customers on hotel services and products packages to help them make informed decisions.
- Filing in daily reports on hotel occupancy levels to facilitate meals and rooms hospitality.
- Making cold calls, prospecting and introducing hotel products to potential customers.
- Strategizing and implementing customer relationship activities through follow up on customer database, organizing marketing lunch.
