Tugende is a for-profit social enterprise that uses asset finance, technology, and a customer-centric model to help informal sector entrepreneurs increase their economic trajectory. The Account Manager is responsible for the end-to-end management of client lifecycles, from acquisition to completion or termination. This field-based role involves monitoring portfolio performance and ensuring all activities align with company policies.
Key Duties and Responsibilities
Customer Acquisition
- Finding clients: Market and sensitize customers about company products. Acquire new clients through stage visits and business center engagements, maintaining a maximum of 200 active leases.
- Cross-selling: Drive additional solutions based on customer needs and refer leads to relevant stakeholders.
- Vetting: Conduct loan vetting (Stage, Home, and guarantor visits) in alignment with Credit policy. Document vetting information in the CRM and approve vetted clients in the system.
Training and Administration
- Client Education: Conduct training on asset acquisition terms, guarantor responsibilities, payment terms (prepayments, penalties, non-cash policy), and payment dates.
- Insurance & Support: Educate clients on Maisha Assets Insurance and reporting channels for stolen assets. Advise on asset service schedules, health, and safety.
- System Updates: Ensure KRA PIN and National IDs are captured and update systems once training is completed.
Disbursement
- Process Management: Inform clients about payment channels (emphasizing the NO Cash policy) and the role of guarantors. Explain and sign off the loan agreement, providing the client with a copy.
Loan Management
- Follow-up: Contact clients via phone and physical visits to ensure full down payments and notify them of overdue payments.
- Recovery: Initiate recovery actions for loans in default, including written-off loans, following recovery policy guidelines.
- File Management: Maintain organized client loan agreements and resolve customer complaints promptly.
Incident Management
- Support: Coordinate with clients during incidents, including reporting accidents and submitting insurance documentation.
- Compliance: Impound assets of non-responsive clients and support clients with assets impounded by authorities or those facing mechanical breakdowns.
After Sales & Data Management
- Retention: Understand client interests to ensure objectives are met and communicate new opportunities.
- Record Keeping: Document all customer interactions and agreements accurately within the staff application.
Requirements and Qualifications
- Diploma or equivalent in a Business-related course.
- At least 1 year of experience in microfinance is preferred.
- Motorbike Riding Competence (preferably Class A2 and B) is a MUST requirement for this position.
- Unquestionable degree in integrity and transparency.
- Excellent interpersonal skills—ability to connect with customers, colleagues, and the community.
- Highest degree of dependability and commitment.
