The candidate in this position will be responsible for the end-to-end management of clients' life cycles with the business, from client acquisition to completion or termination. The Account Manager will also be responsible for monitoring the performance of the portfolio. They will ensure that all responsibilities below are executed in alignment with related Policies.
The successful candidate will exemplify and embrace Tugende’s Core Values of: Integrity, Empathy, Solutions Oriented, Work as a Team, and Always Growing.
Key Duties and Responsibilities
Customer Acquisition
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 products/services according to customer needs.
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
Re-emphasise the initial training done by the Customer Relations Officer and take the clients once again through:
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.
Payment and payment dates to avoid defaulting.
Maisha Assets Insurance education and reporting channels for stolen assets.
Update system upon completion of client and guarantor 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 payment channels and emphasize the NO Cash policy.
Emphasize the role of guarantors to ensure timely payments.
Explain the agreement to the client, sign off, and provide a copy for reference.
Loan Management
Follow up on clients through phone calls and physical visits; document conversations on the staff App.
Contact clients and notify them of overdue payments.
Initiate recovery actions for loans in default (including written-off loans) following loan recovery policies.
Maintain client loan agreements on file for easy access.
Ensure timely customer complaint resolution.
Incident Management
Coordinate, escalate, and collaborate with clients during incidents.
Impound non-responsive clients.
Report and record client accident incidents and submit insurance documentation.
Support clients with assets impounded by authorities or mechanical breakdowns, and follow up on stolen assets.
Ensure compliance with all loan terms and conditions.
After Sales
Communicate new opportunities to potential clients.
Retention of existing clients by understanding additional interests and objectives.
Use of Data, Systems, and Transparency
Record all customer interactions.
Document and keep records of all customer agreements.
Requirements & Qualifications
Diploma or equivalent in Business related course.
At least 1 year of experience in microfinance is preferred.
Unquestionable degree in integrity and transparency.
Motorbike Riding Competence is a MUST requirement for this position.
Excellent interpersonal skills - ability to connect with customers, colleagues and the community.
