Repossession Associate

Role Overview

The Repossession Associate is responsible for executing motorcycle repossession, recovery, and field response activities across Nairobi and its environs. The role involves locating and recovering company assets from customers in default, coordinating voluntary returns, responding to operational incidents, and ensuring that all recovered motorcycles are safely and properly handed over to designated company facilities.

The role requires a high level of professionalism, integrity, accountability, and discretion, while ensuring that all recovery activities are conducted in accordance with company policies, applicable laws, and established operational procedures.

Key Responsibilities

Motorcycle Repossession & Recovery

• Execute assigned motorcycle repossession and recovery cases within required service-level timelines.
• Locate motorcycles and riders using company systems, GPS/tracking tools, field intelligence, and other authorized resources.
• Conduct field visits to assigned locations to facilitate recovery of company assets.
• Engage customers professionally to encourage payment resolutions and voluntary motorcycle surrender where appropriate.
• Carry out repossessions in a lawful, professional, safe, and non-confrontational manner.
• Prioritize cases based on risk level, recovery urgency, location, and instructions from the Repossession Lead.
• Recover motorcycles from authorized locations, including police stations, impound yards, workshops, and other designated holding facilities.
• Coordinate with authorized recovery agents where external support is required.
• Ensure recovered motorcycles are safely transported to the designated company yard, workshop, or authorized location.

Field Support

• Respond promptly to incidents assigned through the Control Room or Repossession Lead.
• Provide field support for road traffic accidents, abandoned motorcycles, theft or suspected theft, security-related incidents, impounded motorcycles, and other fleet-related emergencies.
• Assess incident locations and provide accurate updates to the Control Room and relevant supervisors.
• Assist in securing company motorcycles and other assets involved in incidents.
• Escalate serious incidents, safety concerns, disputes, suspected fraud, and security threats through the appropriate channels.
• Maintain clear communication with the Control Room until incidents are resolved or formally handed over.

Asset Recovery & Handover

• Verify recovered motorcycles against company records.
• Inspect and document the condition of motorcycles at the point of recovery.
• Verify company-issued accessories, including helmets, spare keys, trackers, and other assigned equipment.
• Take photographs and collect supporting evidence where required.
• Complete recovery and handover documentation accurately and promptly.
• Ensure all recovered motorcycles are handed over to designated yards, workshops, or authorized company representatives.
• Immediately report missing, damaged, vandalized, or altered assets.
• Follow up on motorcycles held at police stations, impound yards, or other authorized facilities to support timely release and minimize downtime and storage costs.

Customer & Stakeholder Engagement

• Interact professionally and respectfully with customers and riders during recovery activities.
• Clearly explain the recovery process and relevant company requirements.
• Handle customer resistance, complaints, and disputes calmly and escalate unresolved matters appropriately.
• Liaise with police officers, county enforcement officers, NTSA representatives, insurance personnel, workshop teams, and other relevant stakeholders.
• Maintain professional relationships with external recovery agents and service providers.
• Represent the company positively and professionally in all field engagements .

Compliance, Safety & Risk Management

• Conduct all repossession and recovery activities in compliance with company policies, procedures, and applicable laws and regulations.
• Avoid confrontational or unsafe situations and escalate matters where there is a risk to personal safety, company personnel, customers, or company assets.
• Follow approved procedures when dealing with police stations, impound facilities, government agencies, and other third parties.
• Maintain confidentiality of customer, company, and operational information.
• Report suspected fraud, misconduct, theft, asset tampering, and other irregularities immediately.
• Comply with all health, safety, security, and field-operational requirements.
• Maintain proper conduct and professionalism while representing the organization.

Documentation & Reporting

• Maintain accurate and up-to-date records of assigned repossession and recovery cases.
• Update recovery status through designated fleet management, tracking, or operational systems.
• Submit daily field activity and recovery reports within required timelines.
• Prepare incident reports for accidents, arrests, thefts, impoundments, breakdowns, disputes, and other significant occurrences.
• Maintain supporting documentation, including photographs, recovery forms, police documentation, release letters, rider statements, and handover records.
• Ensure assigned cases are properly updated, closed, or escalated in accordance with established procedures.
• Provide accurate information for daily, weekly, and monthly operational reporting.

Performance & Operational Support

• Achieve individual recovery targets and agreed performance standards.
• Maintain a high recovery success rate while controlling unnecessary operational costs.
• Support the Repossession Lead in reducing the outstanding repossession backlog.
• Identify recurring recovery challenges and report them to the supervisor.
• Provide field intelligence on customer locations, operational risks, recovery challenges, and emerging trends.
• Support initiatives aimed at improving recovery turnaround time, asset utilization, and operational efficiency.
• Perform any other duties reasonably assigned by the Repossession Lead or Incident Response Manager.

Key Performance Indicators

Performance will be evaluated based on:

• The number and success rate of motorcycles recovered.
• Recovery turnaround time.
• Number and value of outstanding assigned cases.
• Percentage of successful voluntary motorcycle returns.
• Response and resolution time for assigned field incidents.
• Number of motorcycles recovered from police stations, impound yards, NTSA facilities, and other authorized locations.
• Accuracy and completeness of recovery and incident documentation.
• Condition of recovered motorcycles and accessories.
• Reduction in motorcycle downtime following accidents, impoundment, or recovery.
• Compliance with repossession, safety, and reporting procedures.
• Customer and stakeholder handling.
• Individual productivity and achievement of assigned targets.

Requirements

Qualifications & Experience

• A Diploma or Certificate in Business Administration, Logistics, Fleet Management, Security Management, Operations Management, or a related field is an added advantage.
• Previous experience in repossession, debt collection, field operations, fleet operations, asset recovery, security, logistics, or a related environment.
• Experience working in a field-based operational role within Nairobi and its environs.
• Good knowledge of Nairobi roads, estates, and surrounding areas.
• Experience dealing with customers, police officers, government agencies, or other external stakeholders is an advantage.
• A Valid motorcycle riding license is an advantage where motorcycle-based field operations are required.
• Basic computer literacy and ability to use mobile applications, GPS/tracking systems, and operational management platforms.
• Ability to prepare basic reports and maintain accurate records.

Skills & Competencies

• Strong communication and interpersonal skills.
• Excellent negotiation and conflict-resolution skills.
• High level of integrity, honesty, and professionalism.
• Strong customer-handling skills.
• Good decision-making and problem-solving ability.
• Strong attention to detail.
• Ability to work independently and as part of a team.
• Good organizational and time-management skills.
• Ability to work under pressure and meet strict deadlines.
• Strong situational awareness and risk-management skills.
• Ability to remain calm and professional in difficult or sensitive situations.
• Good knowledge of Nairobi and surrounding operational areas.
• Ability to use GPS, mobile applications, tracking systems, and other operational technology.

Working Conditions

• Predominantly field-based role requiring frequent movement across Nairobi and its environs.
• Regular visits to customer locations, police stations, county/impound facilities, workshops, company yards, and other recovery locations.
• May require working outside normal business hours, including early mornings, evenings, weekends, and public holidays, depending on operational requirements.
• Regular interaction with customers, riders, Control Room personnel, police officers, county enforcement officers, recovery agents, insurance representatives, and other stakeholders.
• Requires the ability to respond promptly to urgent repossession and fleet-related incidents.
• Must maintain a professional appearance, conduct, and attitude while representing the organization in the field.

Role Requirements

The successful candidate must demonstrate:

• Strong commitment to achieving recovery targets.
• Willingness to work predominantly in the field.
• Ability to travel extensively within Nairobi and surrounding areas.
• Ability to work flexible hours based on operational requirements.
• High ethical standards and respect for company policies and applicable laws.
• Ability to handle sensitive customer and asset-recovery matters professionally.
• Commitment to the safety and security of company assets, customers, colleagues, and other stakeholders.

Overall Accountability

The Repossession Associate is accountable for the effective, safe, timely, and compliant execution of assigned repossession, recovery, and incident-response activities, while maintaining accurate documentation and protecting the organisation's assets and reputation.

The position plays a critical role in supporting the Fleet Operations function by maximizing asset recovery, reducing motorcycle downtime and operational losses, and ensuring recovered assets are returned to the organization in a controlled and properly documented manner.

Benefits

• Comprehensive Medical Cover
• Electric Bike Provided to support field mobility and work-related operations
• Growth & Career Development Opportunities as the company and function continue to grow
• Dynamic, Collaborative & Friendly Start-up Culture
• Regular Team-Building & Engagement Activities
• Monthly Birthday Celebrations