We are looking for a Junior Fraud Analyst to join our Fraud Team, as we scale up and drive digital and financial inclusion across our markets.

About M-KOPA

M-KOPA is a financial technology company built for the people most banks ignore. We've extended over $2 billion in credit to customers across Africa, reached 7 million people, and 55% of those customers are accessing financial services for the very first time. We have a 86% customer satisfaction rate — and we intend to protect every percentage point of it.

That score doesn't happen by accident. It happens because of people who take quality seriously.

Why This Role Is Different

Most fraud roles keep analysts at arm's length from the customer; reviewing flags, closing tickets, moving on. This role puts you directly in conversation with customers to gather the intelligence that actually solves cases.

You're not just processing fraud tickets. You're the person a customer speaks to when something has gone wrong with their account — often for the first time in their experience of financial services. How you handle that conversation shapes whether they trust the system at all. That's a different kind of responsibility, and it requires a different kind of analyst.

What You'll Be Doing

• Engaging directly with customers by phone to gather fraud intelligence, managing cases end-to-end through Freshdesk, documenting findings on SharePoint, and producing daily and monthly reports that give management clear visibility on fraud trends and case status.

• Conducting KYC fidelity audits and compliance checks, enforcing the Fraud Risk Management Policy by identifying misconduct, flagging issues to stakeholders, and supporting case closure within required timelines.

• Analysing fraud data to identify patterns and emerging risks, translating findings into actionable insights that inform prevention strategies across the business and contribute to cross-functional initiatives that reduce risk and improve customer safety.

What You'll Need

• Demonstrable experience in a customer care or customer service environment, with a track record of understanding what good looks like on the front line.

• Proven exposure to quality assurance, coaching, or performance monitoring with the analytical rigour to translate data into clear, constructive feedback.

• Strong communication and stakeholder collaboration skills, particularly across Operations, Training, and outsourced partner environments.

The honest part

This role requires you to give hard feedback clearly and constructively — to agents, team leaders, and BPO partners on a regular basis. You'll need to hold the line on quality standards even when it's uncomfortable. If you've done that before and found it rewarding rather than draining, you're probably the right fit.

Why M-KOPA?

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-kopa.com.

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 6 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.

If your application is successful M-KOPA undertakes pre-employment background checks as part of its recruitment process, these include; criminal records, identification verification, academic qualifications, employment dates and employer references.