Tugende is a for-profit social enterprise formally established in 2012 in Uganda. We use asset finance, technology, and a customer-centric model to help informal sector entrepreneurs dramatically increase their economic trajectory.
Operating in Uganda and Kenya, our 460+ staff have served over 30,000 clients and are rapidly growing and innovating.
About the Role
The Account Manager will be responsible for the end-to-end management of client life cycles with the business, from client acquisition to completion or termination. They will also be responsible for monitoring the performance of the portfolio, ensuring all responsibilities are executed in alignment with related Policies.
Key Duties and Responsibilities
Customer Acquisition
Finding clients
- Marketing and sensitizing customers about existing company products and services.
- Acquisition of new clients (through stage visits, visiting business centers, repeat client engagements).
- Maintaining a maximum of 200 active leases.
- Sensitizing and driving cross-selling of additional solutions according to customer needs, as well as referring leads to other business stakeholders.
Vetting Clients and Guarantors
- Conducting loan vetting of clients in alignment with the company Credit policy (Stage visits, Home visits, and guarantor visits).
- Documentation and capturing of all vetting information in the CRM.
- System Approval of all vetted Clients.
Training and Administration
Reemphasise the initial training done by the Customer Relations Officer and take the clients once again through the following:
- Terms and reference of the asset acquisition.
- Responsibility of the guarantors and Tugende’s expectation of them in supporting the client.
- Payment terms - Prepayments and its benefits, non-payment and related penalty, acceptable payment channels, and non-cash tolerance.
- Re-emphasize Payment and the payment dates to avoid defaulting.
- Educate and train clients about the Maisha Assets Insurance and how it works.
- Enlighten clients on the reporting channels when their Assets have been stolen.
Update the system when the clients and guarantors have completed the training.
- Advise clients on asset service schedules, health, and safety.
- Ensure all clients have their KRA PIN and National ID captured under their profile on the system.
Disbursement
- Inform clients about different payment channels and how the payments are made - Emphasize the NO Cash policy.
- Emphasize the role of guarantors to ensure that payments are made on time.
- Explain the agreement to the client, sign it off, and give the client a copy of the signed agreement for reference.
Loan Management
- Follow up on clients through phone calls and physical visits, document the conversations on the staff App, and ensure that customers make their full down payment.
- Contact clients and notify them of their overdue payments.
- Initiating recovery actions for loans in default, including written-off loans in line with loan recovery policy guidelines and procedures.
- Ensure that the client's loan agreement is on file and easily accessed.
- Timely customer complaint resolution.
Incident Management
- Coordinate, escalate, and collaborate with the clients during any incident.
- Impounding non-responsive clients.
- Reporting and recording of all clients accident incidents.
- Submitting clients documentation relating to insurance.
- Support clients with assets impounded by any authority.
- Support clients with mechanical breakdowns and follow up on stolen assets.
- Ensure compliance with all the loan terms and conditions.
After Sales
- Communicate new opportunities to potential clients.
- Retention of existing clients - understanding their additional interests and checking if their objectives have been met.
Use of data, systems, and transparency
- Record all customer interactions.
- Document and keep records of all agreements made with customers.
Knowledge, Experience, Skills, and Qualification
- Diploma or equivalent in Business related course.
- At least 1 year of experience in microfinance is preferred.
- Unquestionable degree in integrity and transparency.
- Riding Competence, preferably Class A2 and B, is a requirement for this position.
- Excellent interpersonal skills - ability to connect with customers, colleagues and the community.
- Highest degree of dependability and commitment.
