Account Manager

Role Overview

The Account Manager guides clients through the full asset-financing relationship, from finding and assessing prospective customers to supporting active leases and resolving repayment or asset-related issues. By maintaining regular contact, monitoring portfolio performance and applying credit and recovery policies, the role helps customers understand their obligations while supporting responsible loan management.

Key Responsibilities

• Promote the company’s products and services, source new customers through community and business-centre visits, and identify relevant opportunities to offer existing clients additional services. Manage a portfolio of no more than 200 active leases.
• Assess prospective borrowers and guarantors through stage, home and guarantor visits in line with credit policy; enter vetting details into the CRM and submit eligible clients for system approval.
• Explain asset-financing terms, guarantor responsibilities, payment schedules, prepayment options, late-payment consequences and approved non-cash payment methods. Confirm that client and guarantor training is recorded in the system.
• Educate clients about asset insurance, how to report theft, and appropriate asset maintenance, service, health and safety practices. Ensure required KRA PIN and National ID details are recorded in client profiles.
• Explain and complete loan agreements, provide clients with signed copies, clarify payment channels and reinforce the requirement to make payments without cash.
• Track down payments and scheduled instalments through calls and in-person visits; record customer discussions in the staff application, follow up overdue accounts and begin recovery steps in accordance with policy, including for written-off loans.
• Respond to complaints and coordinate support for accidents, insurance claims, impounded assets, mechanical breakdowns and stolen assets. Escalate incidents as needed and take appropriate action, including impounding assets where clients are unresponsive.
• Keep customer interactions and agreements accurately documented, maintain accessible loan files, check whether clients’ needs have been met and share relevant future product opportunities.

Requirements & Qualifications

• Diploma or equivalent qualification in a business-related field.
• At least one year of microfinance experience is preferred.
• Competent at riding a motorbike; this is a mandatory requirement.
• Strong interpersonal skills and the ability to build productive relationships with customers, colleagues and community members.
• Demonstrated integrity, transparency, dependability and commitment.