Online Microfinance: Kenya Country Liaison Intern

Zidisha Microfinance launched in 2009 as the world's first true person-to-person microlending platform, based on direct communication and transactions between lenders worldwide and borrowers in developing countries. We have an opening for a highly personable, trustworthy and detail-oriented intern to use his/her talents and skills to support and develop our community of borrowers in Kenya.

This is a part-time or full-time "virtual volunteering" position that may be undertaken from any location in the world. Candidates are expected to dedicate a minimum of 10 hours per week to the position, on a flexible schedule which includes consistent availability of at least one hour per day on weekdays to review new loan applications and respond to client emails.

Successful candidates will have a strong previous track record of paid or unpaid work for mission-driven organizations, a passion for advancing opportunities for entrepreneurs in the world's most marginalized communities, a high degree of responsibility and organization, and ability to independently manage ongoing daily communications responsibilities without an in-person supervisor.

Zidisha is a small and innovative start-up nonprofit organization. As such, the incumbent will have a good deal of freedom to propose and execute their own ideas and initiatives. As first line of contact with our clients, Country Liaison Interns, more than anyone else, determine the quality of our clients' borrowing experience and the resulting quality of their relationship with Zidisha.Interns will be directly involved in facilitating life-changing microcredit opportunities for some of the world's most disadvantaged entrepreneurs.

Job Description

The Kenya Country Liaison Intern is entrusted with the responsibility of ensuring that Zidisha's clients in Kenya are always provided with timely, friendly and professional customer service.

Responsibilities

1. Ensure that Zidisha's applicants and clients in Kenya have access to quick, pleasant and professional assistance and support at any time.

• Respond to email customer service inquiries from Kenya clients within one business day of receipt.
• Use our organization's online SMS tool to assist Kenya clients via SMS messaging as necessary.

2. Ensure that new applicants' profiles are reviewed thoroughly and timely.

• Work with Applicant Volunteer Team to review all incoming Kenya borrower applications within one business day of receipt.
• Assist borrower applicants to complete any missing information in their applications.
• Liaise with Applicant Volunteer Team to facilitate quick background checks of new applicants.
  

3. Ensure that Zidisha website is kept current with accurate loan disbursement and repayment information.

• Monitor M-PESA mobile banking online statement, and post all disbursement and repayment transactions to the Zidisha website within one business day of receipt.

4. Ensure that clients in Kenya have their funded loans disbursed promptly.

• Prepare loan disbursement transactions in M-PESA mobile banking interface for authorization and payment within one business day of loan funding.
• Coordinate with clients as necessary regarding next steps for receiving their loan disbursement payments.

5. Provide understanding, effective support to any members who experience difficulties in making on-time loan repayments.

• Contact members who miss scheduled loan repayment installments, and gain an understanding of the reason the payment was missed.
• If needed, assist the member to propose a new repayment schedule through their member account in the Zidisha website.
• If needed, enlist the assistance of local community members via telephone calls (from our organization's Skype account) and SMS messaging to reestablish contact with any members we are unable to reach directly.
  

6. Develop familiarity and a friendly, professional rapport with the clients in Kenya.

• Follow the news and conduct basic background reading as needed to gain a familiarity with political, economic and cultural conditions in Kenya.
• As time permits, send personalized welcome messages to new clients in Kenya.
• Monitor comments and business updates posted by clients in Kenya. As time permits, send personalized responses to the clients who post comments.

7. Innovate!

• Propose creative ways to make the experience of Zidisha's clients even better.
• As applicable, execute your proposals to leave a lasting impact on our organization.

Qualifications

• Passion for our mission of advancing economic opportunities for marginalized communities.
• Highly organized and detail-oriented.
• A high degree of dependability and strong time management skills.
• A warm, outgoing and helpful personality.
• Empathy, discretion and mature judgment.
• Skill in working with teams and in maintaining good communication at multiple levels.