The article studies the challenges faced by microfinance institutions in Zambia, whose remit it is to provide financial services to the poor. It focuses on loan officers -the agents of delivery on the ground. With reference to loan officers' experiences and words, the paper examines how gender and class shape and structure their day to day encounters. The study finds that different social spaces -'the office' and 'the field' -and wider context explains the gendered, culturally complex and multidimensional nature of developmental work at grassroots level. Social expectations emerge as major pressure points more for female loan officers than their male counterparts, making them less suitable for microfinance work, which has traditionally targeted poor women. However, in the process of delivering financial services, managers and clients not only come to depend on loan officers to maintain the quality of services provided, but also place varied and often conflicting expectations on them. Notwithstanding loan officers' critical role in the functioning of microfinance, less scholarship has focused on their work realities and how their everyday encounters at the grassroots with borrowers can leave them disillusioned with the seemingly 'noble' work of microfinance. Little is known, for example, about how social factors such as education, gender and location influence and complicate the work of loan officers in extending credit and other financial services to the poor. In addition, less is known about whether male and female loan officers consequently perform or are judged differently.As the analysis of two Zambian MFIs will show, these social factors do structure loan officer-client encounters and are capable of adding complexities to an already difficult jobespecially for female loan officers. Examining how education, gender and location intersect 1 Other titles such as field staff, credit officers and fieldworkers have also been used to refer to such MFI employees. This study adopts the title of loan officers. 2 Microfinance generally includes a range of financial services, including loans, savings deposits, insurance and money transfers provided to low income clients who lack formal financial access (Tomaselli et al., 2013). In this study we focus on provision of microcredit in a group-based lending methodology.