Apollo Agriculture – High Risk Customer Manager.

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About Apollo Agriculture

Apollo Agriculture is the commercial farming platform for small-scale farmers that helps farmers maximize their profits. Apollo uses agronomic machine learning, remote sensing, and mobile phones to deliver financing, high-quality farm products, and optimized advice that can more than double farm profitability, starting in Kenya. Our team brings together technology and operations experience from The Climate Corporation (acquired for USD ~$1 Billion), ACRE, Google, and One Acre Fund. We value the evangelical pursuit of mission with a pragmatic approach, humility in the face of challenge, active discussion of disagreements, and considerate listening. 

About the Role: 

We are seeking a high-risk customer manager to own the execution of high-risk customer initiatives in the company.  Our core products have reached ~100,000 customers and we are well-positioned to expand our product portfolio into new crops and products that help farmers further increase their profits, access new markets, and mitigate the risks they face. The role will work closely with other team members to design and execute strategies that will enable the farmers to succeed in repayments. Repayment is one of the pillars of the organization and this role is vital. A successful high-risk customer manager will Support the Repayments and Collections Lead in managing high-risk customers to minimize their credit risk to the company. This would involve categorizing customers based on their risk profile, and working with the Credit Leadership team to optimize their experience with Apollo to increase their chances of repayment success. This role would be responsible for managing a team of call center agents supporting this customer relationship management, and operationally, designing repayment journey maps for high-risk customers to maximize repayment. The High-Risk Customer Manager will also be responsible for generating insights from the field and other research to inform strategies to develop high-risk farmers into low-risk customers.

Your day-to-day: 

1) Recruit, train and manage a highly motivated High-Risk Tele-Collections team to achieve targets: 

  1. a) Manage an existing team of 50 high-risk tele-collectors, growing the team as the repayments mandate grows with the company
  2. b) Work with the credit leadership team to set:  

– Team KPI and incentives to ensure collection targets are clearly communicated and met 

– Farmer incentives and lotteries, to motivate farmers to meet their agreed-upon repayment timelinesRepayment communications content and delivery channels, e.g. SMS, automated calls, etc.

– Repayment structures for new products as they are developed, customizing for the nuances of each specific product 

  1. c) Conduct performance reviews for the team based on different matrices

2) Work with Credit Leadership to define and execute High-Risk Tele-Collections strategy:

  1. a) Support the Credit Leadership in the design of high-risk customer collection strategies that help the farmer to succeed with repayment by the deadline 
  2. b) Set weekly, monthly and deadline-based targets and monitoring to ensure they are met 
  3. c) Work closely with the field collections manager to escalate farmers to the field for further action
  4. d) Own the execution of strategies developed by the credit leadership team
  5. e) Identify possible risks, finding solutions, and escalating to the credit team leadership 
  6. f) Generate scripts for different customer segment sections to enable efficiency and best customer experience

3) Generate and action key insights to continuously refine and update High-Risk Tele-Collections strategy:  

  1. a) Create an environment where feedback from  high-risk customer tele-collectors can be received, processed, and actioned 
  2. b) Conduct field visits, identify possible fraud cases, and work with credit team leadership to take corrective action

You Are

    • A finance, credit, or actuarial professional with 6-12 years of domain-relevant experience
    • An exceptional people manager with 3+ years of experience in leadership Experienced in handling high-risk credit portfolios
    • Experienced in working in fast-paced organizations, preferably Fintech startups Conversant with and have demonstrated experience with AB testing and experimental designs 
    • Experienced in working with user profiles similar to Apollo’s customers before, deeply understand these user groups, and are passionate about working with them
    • Preferably a graduate of finance or a closely related field 
    • Able to deftly balance competing priorities and working on multiple projects simultaneously
    • Tirelessly hardworking and hungry to learn
    • Strong at data analysis in Excel or Google Sheets and have an interest in learning SQL
    • A clear communicator who can express complex ideas clearly both verbally and in writing
    • A considerate listener who takes the time to deeply understand customers, teammates, and partners
    • Able to think with the end in mind while designing repayment strategies, building end to end strategies before implementing
    • Able to demonstrate clear success in previous roles with data to back it up

We:

    • Are a collaborative team of smart and ambitious people who are dedicated to serving our customers 
    • Make magic happen to solve hard problems and always come with solutions when challenges arise 
    • Are comfortable taking risks that can result in radical scale, and understand that failures are opportunities to learn and improve
    • Are considerate listeners and take the time to deeply understand and seek out ideas from the people around us, even when we disagree
    • Offer a dynamic environment that fosters talent, collaboration, and growth
    • Take pride in our work and share the responsibility to see it through from conception to deployment
    • Back up our talk with a competitive compensation and benefits package including equity
    • Value autonomy, honesty, transparency, and respect
    • Are excited to hear from you!

How To Apply

CLICK HERE TO APPLY

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