REP Onboarding & Field Coordination Operator

FinAgra's REP (Rural Entrepreneurial Partner) onboarding journey happens on the candidate's phone, mostly over WhatsApp, but a real person is always behind the scenes. The REP Onboarding & Field Coordination Operator guides each candidate through onboarding, from the first welcome to the handover to the Head of REP Program. The role also holds the office end of field operations, planning schedules, coordinating transport, and ensuring field data is captured.

• Run WhatsApp conversations with assigned REP candidates from the Slack operator console.
• Send the right message at each step: welcome and journey overview, questionnaire link, secure continuation link, identity-check KYC prompt, approval message, and call-booking link.
• Answer questions simply and set expectations — "no rush," "your answers save automatically," "there are no wrong answers."
• Follow up gently with candidates who go quiet or leave a form incomplete.
• Track each candidate's stage across the eight-step journey and keep clear notes for a smooth handover.
• Keep candidate data safe.
• Escalate anything that needs a specialist agronomy, technical, or eligibility to the right team.
• Hand approved candidates to the Head of REP Program for the call, training, and first-season plan.
• Build and circulate the coming week's field visit schedule, grouping visits by area so teams cover the most ground with the least travel.
• Confirm each team's composition and route before deployment, and hold a short daily check-in call with every team in the field.
• Book and allocate vehicles against the schedule, and plan in-field handovers so team leads are not returning to Nairobi between visits.
• Check connectivity and equipment before teams leave — devices charged, data loaded, and a tested fallback if the primary connection fails.
• Track the outcome of every planned visit: completed, rescheduled, or not reached, with the reason recorded.
• Flag anything that will stop a visit happening — a vehicle, a document, an unconfirmed appointment — early enough to be fixed.
• Act as the office point of contact for everything coming in from the field: candidate details, land measurements, GPS coordinates and KYC documents.
• File them in the shared system the same day they arrive.
• Maintain the master candidate and lead list, and reconcile applications arriving through Slack notifications against the database so the two never diverge.
• Work a missing-information checklist, chasing candidates and field teams for whatever is outstanding.
• Keep a clean record of engagement outcomes — accepted, declined with the reason, or pending — so the funnel can be read at a glance.
• Prepare the weekly field summary for the Friday Ops call: visits made, candidates progressed, and what is blocked.

• Experience: A background in communication, customer support, community mobilisation, sales/onboarding, scheduling or operations coordination, or a similar people-facing role is an advantage.
• Technical skills: Comfortable with Slack, WhatsApp, and digital forms; able to guide candidates who are not digital-natives through an online journey step by step; confident building and maintaining a schedule across several teams at once; competent with spreadsheets and trackers; careful and reliable with candidate data and privacy; organised note-taker who can hold many candidates and several field teams in view simultaneously.
• Personal attributes: Patient, warm, and genuinely helpful; a clear, plain-language communicator; fluent in both English and Swahili; responsive and dependable in follow-up; discreet and trustworthy with personal data; calm when a plan changes mid-week; comfortable chasing senior colleagues politely and persistently; a team player who knows when to escalate.