Case Investigation Agent Job 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
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
Requirements for the Case Investigation Agent Job
Demonstrated computer skills in email, internet usage, Microsoft Office.
Deep understanding of the OAF core program model
Excellent interpersonal and communication skills
Proactive in identifying and solving problems
Demonstrates integrity and a positive attitude
Language: Fluent in English, Swahili and any local dialect
Passionate about serving smallholder farmers
Relevant work experiences including demanding professional work experience in business, bank or NGO
Proven organizational, analytical, communication (oral and written) skills
Ability to work with minimum supervision to meet strict deadlines
Attention to detail and strong organizational skills
Must be willing to travel frequently to the field using motorbike taxis in all weathers
Able to multitask
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