About the role

The candidate in this position will be responsible for the end to end management of clients life cycle 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.

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:
  • Terms and Reference of the Asset Acquisition.
  • Responsibility of the guarantors y 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 the assets 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 – Emphasis 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, 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 clients loan agreement is on file and easily accessed
• Timely customer complaint resolution

Incident Management 

• Coordinate, escalation and collaborate with the clients during any incident
• Impounding non responsive clients
• Reporting and recording of all clients accident incidents
• Submitting of 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 to 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 for all agreements made with customers

Requirements

Knowledge, experience, skills and qualifications

• Diploma or equivalent in Business related course
• At least 1 year experience in microfinance 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.

Personal attributes and abilities

• Innovation: develops new, better or significantly different ideas, methods, solutions or initiatives within your role that result in improvement of the departmental output and Tugende as a company.
• Accountability: holds self and others accountable for all work activities, research and personal actions and decisions, follows through on commitments and focuses on those activities that have the greatest impact on meeting measurable high quality results for the departmental success.
• Service excellence: knowledge of and ability to put into action customer service concepts, processes, and techniques to access internal and/or external customers’ needs and expectations and meet or exceed those needs and expectations through providing excellent service directly or indirectly.
• Planning and organizing: develops clear goals that are consistent with agreed strategies; identifies priority activities and assignments; adjusts priorities as required; allocates appropriate time and resources for completing work; foresees risks and allows for contingencies when planning; monitors and adjusts plans and actions as necessary.
• Interpersonal relationships: knowledge of and the ability to effectively interact with customers and colleagues in a constructive and collaborative manner.
• Excellent oral and written communication skills: understands effective communication concepts, tools and techniques, ability to effectively apply appropriate communication behaviors.
• Professionalism and maintaining the Tugende Employer Brand: maintains a high level of professionalism in all correspondence and being empathetic and personable.
• Positive attitude: maintains a mindset of “getting things done” and finding satisfaction in developing sustainable long-term solutions at all times.
• Flexible and resilient: willingness to travel, work in rural areas in Kenya, flexible in schedule and work hours, seeks direct feedback and sees every challenge as an opportunity to grow.

What will you gain?

Career trajectory: This role has a significant potential to grow as the company grows. The person in this role should expect to grow into a Portfolio Manager.

Learning points: In this position you will be able to learn how to excel in a fast paced, data driven environment. You will learn or build upon your existing knowledge in applying robust data analytics models to drive decisions.

Meaningful work: Tugende’s work gives entrepreneurs the tools to earn a living for themselves and their families. We are changing the face of the boda industry in East Africa, and proving that young men with little education can take on the responsibility of financing a significant asset and earning a livable wage. Help be part of this movement!

Great team: Tugende has a smart, fun, and growing team of hundreds Employees in Kenya and Uganda. We take our work seriously but love to joke and have fun.

Hours and compensation: This position is for a full-time employee who can take on additional responsibilities as new tasks and projects come up.