Burundi Business Investigator and Farmer Protection Specialist

About One Acre Fund Founded in 2006, One Acre Fund equips 5.5 million smallholder farmers to make their farms more productive. Across nine countries that together are home to two-thirds of Africa's farmers, we provide high-quality farm supplies, tree seedlings, accessible credit, modern agronomic training, and a wide range of other agricultural services. On average, this model enables any farmer to increase their income and assets on supported land by more than 35 percent, while permanently improving their resilience. This is all made possible by our team of 9,000+ full-time staff, drawn from diverse backgrounds and professions. To learn more, please see our Why Work Here blog post. Our Burundi program, established in 2011, operates under the local brand Tubura. We are a rapidly growing organization with over 1,000 employees nationwide. As of 2024, we serve over 340,000 unique farmers in 7 provinces; Muramvya, Gitega, Kayanza, Mwaro, Ngozi, Muyinga, and Ruyigi. To learn more about our work, look at our Burundi program blog. About the Role As Business Investigator & Client Protection Specialist, you will be responsible for investigating financial and operational discrepancies and ensuring client protection principles are upheld throughout operations. You will address cases that impact farmers and clients - such as underpayments, overpayments, incorrect balances, misconduct, or inappropriate collection practices - and ensure fair, timely, and documented resolution. You will oversee two sub-departments: Case Investigation and Hotline. Responsibilities Investigation & Case Management Investigate discrepancies related to repayments, collections, distributions, inventory, and client accounts Handle cases involving client impact, including: Under- or over-collection from farmers Incorrect client balances or repayment records Unauthorized charges or coercive collection practices Staff or partner misconduct affecting clients Manage investigations end-to-end: case intake, analysis, field verification, documentation, and closure Client Protection & Safeguarding Apply Client Protection Principles in all investigations Ensure fair treatment, transparency, confidentiality, and non-retaliation Prioritize cases with direct client harm Recommend and track remedial actions for affected clients (refunds, balance corrections, corrective communication) Escalate safeguarding or severe misconduct cases according to internal protocols Data Review & Analysis Reconcile data from multiple systems (Mobile Money platforms, bank statements, Kobo, client databases) Identify patterns, anomalies, and recurring client-impact issues Conduct root-cause analysis to prevent recurrence Field Investigations Conduct field visits to verify transactions and client experiences Interview staff, agents, and clients using ethical and client-centered approaches Collect and preserve evidence while respecting client dignity and confidentiality Reporting & Documentation Prepare investigation reports including: findings and evidence, root causes, client impact assessment, financial implications, corrective and preventive actions Maintain a secure and confidential investigation tracker Provide periodic summaries to management on case status and trends Controls & Prevention Recommend improvements to SOPs, controls, training, and communication Support the implementation of fraud detection and client protection controls Contribute to strengthening accountability and ethical standards across operations Career Growth and Development We have a strong culture of constant learning, and we invest in developing our people. You’ll have weekly check-ins with your manager, access to mentorship and training programs, and regular feedback on your performance. We hold career reviews every six months, and set aside time to discuss your aspirations and career goals. You’ll have the opportunity to shape a growing organization and build a rewarding long-term career. Qualifications Across all roles,