Account Manager

Role Overview

As an Account Manager at Tugende, you own the entire relationship between the company and every client in your book — from the first conversation that sparks interest, through vetting and asset handover, all the way to lease completion or closure. Most of your week is spent in the field: marketing products, visiting homes and business stages to verify applicants and guarantors, onboarding approved clients, collecting on due accounts, and stepping in when an asset is stolen, impounded, or damaged. Because you sit closest to both the customer and the repayment record, your work directly shapes how healthy the portfolio stays and how many clients successfully finish their lease.

Key Responsibilities

• Grow the book of business. Sensitise customers to Tugende's products and services, prospect new clients through business-stage visits, business centre drop-ins, and repeat-client referrals, and identify cross-sell opportunities that match what a customer actually needs — while keeping your active lease count at a maximum of 200.
• Vet applicants and guarantors. Carry out loan vetting in line with the company credit policy through stage, home, and guarantor visits; capture and file all vetting documentation in the CRM; and push vetted clients through system approval.
• Reinforce client training. Take clients through the terms of the asset acquisition, what is expected of their guarantors, payment terms (the benefits of prepayment, penalties for non-payment, acceptable payment channels, and non-cash tolerance), and payment dates. Explain how Maisha Assets Insurance works and how to report a stolen asset, confirm each client's KRA PIN and National ID are captured on their profile, advise on service schedules and health and safety, and log completion of training in the system.
• Manage disbursement. Walk clients through the available payment channels with a clear emphasis on the NO Cash policy, highlight the guarantor's role in keeping payments on time, explain and sign off the agreement, and provide the client with a copy for their records.
• Run the lease portfolio. Follow up by phone and in person, document every conversation on the staff app, secure full down payments, notify clients of overdue balances, and initiate recovery action on defaulted or written-off loans in line with recovery policy. Keep each client's loan agreement on file and easy to retrieve, and resolve complaints promptly.
• Handle incidents end to end. Coordinate with clients and escalate as needed during accidents, theft, and impoundments; record and report all accident incidents; submit insurance documentation; support clients whose assets have been seized by an authority; follow up on stolen assets; and pursue impoundment of assets belonging to unresponsive clients.
• Drive after-sales and retention. Keep existing clients by checking whether their objectives have been met, understanding what else they need, and communicating new opportunities that fit them.
• Stay transparent through data. Record every customer interaction and keep documentation of all agreements made with clients, while ensuring full compliance with loan terms and conditions.

Requirements & Qualifications

• Diploma or equivalent qualification in a business-related course.
• At least 1 year of experience in microfinance preferred.
• Motorbike riding competence is a mandatory requirement for this position.
• Unquestionable integrity and transparency in handling client information, cash-free payment processes, and recovery matters.
• Excellent interpersonal skills — the ability to build trust with customers, colleagues, and the wider community.
• A high degree of dependability and commitment, including comfort working largely in the field and following up consistently on overdue accounts.
• Confidence capturing vetting, training, and interaction records accurately in a CRM and mobile staff app.

What We Offer / Why Join

• A culture built on Tugende's core values: Integrity, Empathy, Solutions Oriented, Work as a Team, and Always Growing.
• Full ownership of the client lifecycle, giving you visible influence over portfolio performance rather than a narrow slice of the process.
• Field-based, relationship-driven work with real variety — acquisition, vetting, onboarding, collections, incident response, and retention all sit in one role.
• Exposure to a broad product and service range, including cross-selling, insurance coordination, and asset management.