POSITION DESCRIPTION

Job Title: Field Investigation Specialist                   

Department: Country Director’s Office

Reporting Line: Internal Controls Manager

Job Grade: Hay Grade 14    

About ENGIE Energy Access

ENGIE Energy Access is one of the leading Pay-As-You-Go (PAYGo) and mini-grids solutions provider in Africa, with a mission to deliver affordable, reliable and sustainable energy solutions and life-changing services with exceptional customer experience. The company is a result of the integration of Fenix International, ENGIE Mobisol and ENGIE PowerCorner; and develops innovative, offgrid solar solutions for homes, public services and businesses, enabling customers and distribution partners access to clean, affordable energy. The PAYGo solar home systems are financed through affordable installments from $0.19 per day and the minigrids foster economic development by enabling electrical productive use and triggering business opportunities for entrepreneurs in rural communities. With over 1,700 employees, operations in nine countries across Africa (Benin, Côte d’Ivoire, Kenya, Mozambique, Nigeria, Rwanda, Tanzania, Uganda and Zambia), almost 1.5 million customers and over 7 million lives impacted so far, ENGIE Energy Access aims to remain the leading clean energy company, serving millions of customers across Africa by 2025.

www.engie-energyaccess.com

Job Purpose/Mission

ENGIE Energy Access is looking for a dynamic, highly motivated, and disciplined Field Investigation Specialist with a passion for entrepreneurship, renewable energy, and financial inclusion to join our team. The Field Investigation Specialist will be responsible for initiating and overseeing all fraud investigations, implementing the fraud response plan, and executing any required follow-up actions. This role involves following up on all fraud cases, resolving cases involving fraudsters, and escalating widespread fraud incidents to court when necessary.

S/he will play a critical role in safeguarding the financial integrity of our organization and will be tasked with monitoring, detecting, and addressing potential risks and fraudulent activities. This role demands a keen eye for detail, strong analytical skills, and a solid understanding of financial systems and regulations.

A successful Field Investigation Specialist is a critical thinker, detail-oriented, and an excellent communicator. This position requires strong experience in investigating and resolving fraud cases.

  Fraud Case Management

• Investigate and resolve 100% of fraud cases escalated through the official fraud reporting channels.
• Ensure ethical, timely, and comprehensive investigation of all fraud incidents.
• Prepare and maintain accurate case documentation and investigation reports.
• Escalate and pursue high-profile fraud cases through legal proceedings to reinforce accountability.

  Tamper & Damage Response

• Investigate reported tampering incidents and enforce penalties, including collecting tamper fines.
• Report cases of malicious damage to property to the appropriate authorities and support prosecution efforts.

  Collaboration & Stakeholder Engagement

• Liaise with law enforcement agencies, particularly the police, to resolve complex and escalated fraud cases.
• Collaborate with the Internal Controller on legal proceedings and provide expert advice on investigative next steps.
• Participate in the Field Ethics Committee and contribute to ethical decision-making processes.
• Partner with MySol Champions to drive customer repayment for struggling customers and coordinate repossessions on approved write-off lists.

  Training & Capacity Building

• Lead monthly anti-fraud and credit module trainings for field teams across different points of sale in your region.
• Support staff capacity-building efforts in fraud risk identification and reporting.
• Provide regular guidance and training on compliance with finance agreements and ethical conduct.

  Customer Experience & Recovery

• Ensure an exceptional experience for both internal and external customers throughout the fraud resolution process.
• Guarantee that all recovered funds from fraudulent activity are properly allocated to the respective customer accounts.
• Educate customers on their responsibilities under finance agreements and foster a culture of compliance.

  Fraud Prevention & Risk Strategy

• Monitor and analyze customer transactions and behaviors to detect potential fraud patterns.
• Develop and implement proactive fraud risk mitigation strategies and policies.
• Support the broader anti-fraud strategy through data analysis, trend reporting, and strategy adjustment.

  Compliance & Governance

• Ensure all investigative activities are conducted in line with legal standards and internal compliance frameworks.
• Stay abreast of regulatory changes and ensure organizational practices reflect evolving legal obligations.
• Maintain accurate, confidential records in alignment with company data governance policies.

  Reporting & Performance Tracking

• Submit timely and accurate weekly reports on fraud cases, escalations, and resolutions.
• Track key metrics related to fraud prevention, resolution timelines, and recovery rates.

  Technology & Tools

• Utilize and help maintain fraud detection systems and digital investigation tools.
• Provide feedback on tools and processes to enhance fraud detection efficiency.

  General

• Perform any other duties as assigned by management in alignment with organizational goals.

Knowledge and skills

Experience:

Qualifications/skills & experience 

• At least three year of experience working within EEA business or similar
• Knowledge and experience in resolving fraud cases.
• Ability to invest time and attention in the investigation and attention to detail
•  Excellent Written and Verbal Communication Skills
• Good Negotiation and Conflict Management skills
•  Microsoft Office proficiency.
• Good understanding of the Zambian Laws regarding Fraud Management Procedures
• Ability to interact with mid and senior-level leaders both internally and externally.
• High level of integrity
• Good analytical skills
• Good interpersonal skills, ability to listen, communicate and train.
• Self-monitoring and ability to travel and work in remote areas
• Not undergoing any disciplinary action

Qualifications:

• A Degree from a recognized institution

We thank all applicants for their interest, however due to the large volume of applications we receive, only shortlisted candidates will be contacted.

ENGIE is an equal opportunity employer, promoting diversity and committed to creating an inclusive environment for all. All applications are screened based on business needs, job requirements and individual qualifications, without any regard to origin, age, name, sexual identity, orientation or preference, religion, marital status, health, disability, political opinions, union involvement or citizenship. Our differences are our strengths!