Account Manager

Role Overview

You will own the full client journey for a portfolio of asset-finance customers, from initial lead generation and credit vetting through to loan disbursement, repayment monitoring, and eventual completion or recovery. This is a field-heavy role: you will conduct home and business visits, train clients on payment and insurance terms, manage overdue accounts, and act as the main point of contact when incidents or defaults occur. Your work directly protects the company's loan book while building trust and loyalty within the communities you serve.

Key Responsibilities

• Generate new business by marketing products at stages, business centres, and through repeat client referrals, while keeping an active portfolio of up to 200 leases.
• Vet prospective clients and guarantors through physical visits, verify documentation, and record all findings in the CRM before approving applications.
• Reinforce onboarding training for clients and guarantors covering asset terms, guarantor obligations, payment schedules, prepayment benefits, penalties, and accepted payment channels.
• Educate clients on the asset insurance product, service and safety schedules, and the correct reporting process for theft or loss; confirm KRA PIN and National ID are captured on the system.
• Explain and sign loan agreements, communicate the no-cash policy, and hand over a signed copy to the client while ensuring the file copy is stored and accessible.
• Monitor repayments through calls and field follow-ups, log all interactions on the staff app, notify clients of overdue amounts, and initiate recovery actions for defaults or written-off loans in line with policy.
• Coordinate incident response including impounding non-responsive clients, reporting accidents, submitting insurance documents, assisting with assets held by authorities, and supporting mechanical breakdown or theft cases.
• Drive retention and cross-selling by identifying customers' additional needs, confirming their objectives are met, and referring new opportunities to the business.

Requirements & Qualifications

• Diploma or equivalent qualification in a business-related field.
• At least one year of experience in microfinance or a similar credit portfolio role.
• A valid motorbike riding competence is mandatory, as the role requires frequent stage and home visits.
• Strong ethical standards with unquestionable integrity and transparency when handling client data, cash-related processes, and credit decisions.
• Excellent interpersonal and communication skills to build rapport with customers, guarantors, colleagues, and local community stakeholders.
• High dependability, self-discipline, and commitment to meeting portfolio performance targets while following all credit and recovery policies.