Case
Investigation Agents (CIA)
Based
in Nyanza
or Western
The
Customer Service team at One Acre Fund is looking to expand and professionalize
its operation, which is currently serving over 400,000 farm families in
Kenya.
The
Case Investigation agents will provide critical first line support to our
farmers delivering the highest quality of service to ensure our farmers’
perceptions of OAF remain high and that our products and services have the
maximum impact for the farmers we serve.
This
is very visible and important position that cuts across many departments at One
Acre Fund and supports senior field directors in their execution duties as well
as informing and guiding senior departmental heads on programmatic issues.
Roles
and Responsibilities
Case
Management
- Familiarize
with all cases of farmer complaints through phone calls to OAF, working
with the Customer Service Call team
- Meet
with the Customer Service Call Team each week to review open cases and
ensure investigation database is up to date
- Prioritize
weekly cases to follow up and prepare a travel schedule
- Investigate
and acquire relevant documentation including budgets and records for
farmer refund payments, UAP insurance payments and inputs delivery
documents to detect any anomalies and errors and launch investigations
based on the following types of cases:
1.
UAP Insurance, work closely with expense auditor in charge of
UAP payments to investigate complaints on this.
2.
Wrongly dropped farmers at qualifiers deadline
3.
Investigate cases on Refunds for dropped clients and refunds for
overpayments.
4.
Customer care issues and staff harassment to farmers
5.
Cases on Incentive Fraud, Input fraud and stolen inputs by field
staff
6.
Ghost Farmer Issues
7.
Mobile Repayment Fraud related issues
8.
GL Level training as follow ups from investigations
9.
Core Package Issues
10. HR
Related Issues (Unfair Staff Promotions/Staff harassment) etc.
11. Warehouse
staff input balances
12. Follow
up on Total credit mismatches discovered ahead of farmer calls
- Forward
all investigation reports to the relevant parties to ensure resolution and
case closure
- Provide
recommendations for documentation and process improvement on an ongoing
basis
- Any
other duty assigned by supervisor
Field
Visit Activities
- Schedule
visits to investigate cases with Field Directors, Field Leaders and GLs as
appropriate
- Meet
with impacted and affected parties and obtain written statements and
evidence such as default acknowledgement forms and reports from relevant
parties for recovery of cash lost by OAF staff
- Arrange
any follow up appointments to help with the investigation
Departmental
Liaison Activities
- Work
closely with the regional teams on any requirements for the cases and
advise on appropriate resolution and recommendations
- Liaise
closely with HR and District Office Administrators on all pending
disciplinary actions from cases investigated
- Work
with the Investigation Management to examine processes and policies to
prevent future occurrences
Our
Requirements
We are
seeking exceptional professionals with a strong background in finance or a
related field, and a demonstrated long-term passion for sustainable
agricultural development.
We are
looking for extraordinary candidates that are proactive; please only apply if
you fit these criteria:
- Graduate
with a relevant degree from recognized academic institution
- Language:
Fluent in English, Swahili and either of these local dialects; Kalenjin or
Luhya (Candidates to indicate this on their CV)
- Demonstrated
computer skills in email, internet usage, Microsoft Office.
- Deep
understanding of the OAF core program model
- Excellent
interpersonal skills, organizational skills, communication skills (oral
and written) and proactive in identifying and solving problems
- Demonstrates
integrity with a positive attitude and passionate about serving
smallholder farmers
- Relevant
work experiences including demanding professional work experience in
business, bank or NGO
- Ability
to work with minimum supervision to meet strict deadlines, attentive to
detail and able to multitask
- Must
be willing to travel frequently to the field using motorbike taxis in all
weathers
How to
Apply
CLICK HERE to
apply online
You will be prompted to a form that must be completed. At the end of the form you will have the opportunity to write a motivational letter and upload your CV by 13th September, 2016
Please Note; One Acre Fund does not employ persons who have not attained the age of 18 years.
One
Acre Fund will never ask you for money in return for advancement in the
recruitment process or for being offered a position.
