Job Location: Western / Rift-Valley
Reports To: Case Investigations Team Lead
Job Description: The Case Investigations Associate will mostly be based in the field, carrying out field visits to interview farmers and field staff, and collect statements. The information collected will be used to resolve farmer complaints around inputs, repayment and the quality of One Acre Fund services.
The agents will be responsible for resolving all cases raised by farmers in the shortest time frame to the highest levels of satisfaction. 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.
Your Role
Case Management
Familiarize with all cases of farmer complaints through phone calls to One Acre Fund, through working with the Customer Service Call team
Meet with the Customer Service Call Team each week to review open cases and ensure the 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:
UAP Insurance: work closely with expense auditor in charge of UAP payments to investigate complaints on this
wrongly dropped farmers at qualifiers deadline
refunds for dropped clients and refunds for overpayments
customer care issues and staff harassment to farmers
cases on Incentive Fraud, Input fraud and stolen inputs by field staff
ghost farmer issues
mobile repayment fraud related issues
Group Leader level training as follow ups from investigations
core package issues
HR related issues
warehouse staff input balances
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 Group Leaders 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 One Acre Fund 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
Must be able to speak either Kalenjin or Luhya
Must be willing to travel frequently to the field using motorbike taxis in all weather
Excellent interpersonal and communication skills (both verbal and written)
Proactive in identifying and solving problems
Should possess strong conflict resolution skills
Should demonstrate high levels of integrity and a positive attitude
Should demonstrate strong attention to detail and possess strong organization skills
Deep understanding of the One Acre Fund core program model, preferred
Demonstrated computer skills in email, internet usage, Microsoft Office Suite
Ability to work with minimum supervision to meet strict deadlines
Able to stay calm in all situations
