Account Manager

Role Overview

You will own the full client journey, from bringing new customers on board to managing active leases through successful completion or, when necessary, termination. In this field-based role, you will work directly with clients and guarantors, visiting homes and businesses to vet applicants, reinforce training, ensure payments are made, and respond quickly when incidents or defaults arise. Your work keeps the loan portfolio healthy and protects both Tugende’s assets and its reputation as a trusted partner.

Key Responsibilities

• Drive new business by marketing company products, visiting business hubs and client stages, and maintaining a portfolio of up to 200 active leases.
• Vet applicants and guarantors through stage, home, and guarantor visits; capture all findings in the CRM and approve vetted clients in the system.
• Reinforce initial training with clients, covering asset terms, guarantor obligations, payment methods, prepayment benefits, penalties, insurance coverage, and theft reporting procedures.
• Ensure every client has a valid KRA PIN and National ID recorded in the system, and update training completion status after each session.
• Explain loan agreements clearly, obtain signatures, provide signed copies to clients, and emphasise the no-cash payment policy.
• Track payments through phone calls and physical follow-ups, document interactions on the staff app, and contact clients about overdue amounts.
• Initiate recovery actions for defaulted or written-off loans according to policy, and resolve customer complaints promptly.
• Coordinate during incidents: impound non-responsive clients, report accidents, submit insurance paperwork, support clients with impounded assets or mechanical breakdowns, and follow up on stolen assets.

Requirements & Qualifications

• Diploma or equivalent qualification in a business-related field.
• At least one year of experience in microfinance is strongly preferred.
• Demonstrated integrity, transparency, and dependability in handling sensitive client and financial information.
• Must be a competent motorbike rider and hold the necessary licence to perform field visits.
• Strong interpersonal and communication skills, with the ability to connect confidently with customers, guarantors, colleagues, and community members.
• Ability to work independently, manage multiple priorities, and maintain accurate records across systems and physical documents.

Why Join

You will be part of a team that values integrity, empathy, solution-oriented thinking, teamwork, and continuous growth. This role offers the chance to make a tangible difference in clients’ lives by helping them access and successfully manage assets, while gaining hands-on experience in field-based client management and portfolio oversight.