Customer Care Payment Analyst

At M-KOPA, We Finance Progress.

Recognized twice by the Financial Times as one Africa's fastest growing company (2022 and 2023) and by TIME100 Most influential companies in the world 2023, we've served over 3 million customers, unlocking $1 billion in cumulative credit for the unbanked across Africa. 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-

Job Purpose

The Payments Analyst/Officer at M-KOPA would be responsible for managing customer payments, refunds, and uploads. This role ensures accurate tracking and processing of payments, timely resolution of payment-related escalations, and adherence to refund processing SLAs. The Payments Officer also plays a critical role in maintaining audit controls for payment escalations while collaborating with various teams to ensure seamless payment operations.

What You'll Do

• Payment Processing – Analyse incoming customer payments to ensure accuracy and process them efficiently.

• Data Analysis – Review payment data to identify trends, discrepancies, and potential issues related to refunds and payments.

• Reconciliation – Reconcile payment records to ensure all transactions are accurately accounted for.

• Reporting – Generate regular reports on payment trends, focusing on refunds, payouts, and deposits.

• Collections – Process deposit downgrades and refunds for customers who choose to return their devices.

• Process Improvement – Identify areas for process optimization to streamline payment workflows and reduce errors.

• Compliance – Ensure adherence to regulations and company policies related to payment processing, data security, fraud prevention, data retention, and dispute resolution.

• Customer Support – Aid customers with payment-related queries, including cancellations after device returns and upload payment files from the NSANO/Hubtel portal to M-KOPAnet.

• Cross-functional Collaboration – Work closely with finance, sales, and customer service teams to resolve payment-related issues and enhance the overall customer experience.

• Any other tasks assigned.

What You'll Need

• Bachelor's degree or Higher National Diploma.

• Proven 2 years' experience in payment processing, refunds management, or financial operations.

• Strong understanding of payment systems and processes, preferably in a customer care environment.

• Excellent analytical and problem-solving skills.

• Ability to work collaboratively in a team and manage multiple priorities.

• Proficiency in Microsoft Office Suite (Excel, Word, Outlook).

• Experience with Freshdesk or similar ticketing systems is an advantage.

• Strong attention to detail and commitment to accuracy.

• Excellent written and verbal communication skills.

• Ability to work under pressure and meet tight deadlines.

• High level of integrity and confidentiality.

• Proactive and solutions-oriented mindset.

• Adaptability and a drive for continuous improvement.

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-

Recognized four times by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024 and 2025) and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 5 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.