The Account Manager is responsible for the end-to-end management of clients' life cycles with the business, from client acquisition to completion or termination. This role involves monitoring the performance of the portfolio and ensuring that all responsibilities are executed in alignment with company policies. The successful candidate will exemplify and embrace Tugende’s Core Values: 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, and repeat client engagements.
Maintaining a maximum of 200 active leases.
Sensitizing and driving cross-selling of additional products and 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-emphasize initial training regarding terms of asset acquisition, guarantor responsibilities, and Tugende's expectations.
Educate clients on payment terms (prepayments, penalties, acceptable channels, and non-cash tolerance).
Re-emphasize payment dates to avoid defaulting and educate clients on Maisha Assets Insurance.
Update the system when clients and guarantors have completed training.
Advise clients on asset service schedules, health, and safety.
Ensure all clients have their KRA PIN and National ID captured under their profile.
Disbursement
Inform clients about payment channels and emphasize the strictly NO Cash policy.
Reiterate the role of guarantors in ensuring timely payments.
Explain the agreement to the client, sign it off, and provide a copy for reference.
Loan Management
Follow up on clients through phone calls and physical visits, documenting interactions on the staff App.
Contact clients to notify them of overdue payments.
Initiate recovery actions for loans in default, including written-off loans, in line with policy guidelines.
Ensure client loan agreements are filed and accessible.
Resolve customer complaints in a timely manner.
Incident Management
Coordinate and collaborate with clients during any incident.
Impound assets of non-responsive clients.
Report and record accident incidents and submit insurance documentation.
Support clients with assets impounded by authorities or mechanical breakdowns.
After Sales
Communicate new opportunities and maintain retention of existing clients by understanding their evolving interests.
Systems and Data
Record all customer interactions and keep accurate records of all agreements made with customers.
Knowledge, Experience, and Skills
Diploma or equivalent in a Business-related course (BA/BSc/HND also accepted).
At least 1 year of experience in microfinance is preferred.
Motorbike Riding Competence is a MUST requirement for this position.
Unquestionable degree of integrity and transparency.
Excellent interpersonal skills with the ability to connect with customers and colleagues.
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