Account Manager

About the Role

The Account Manager is responsible for the end-to-end management of clients' life cycles with the business, from acquisition to completion or termination. This role also involves monitoring portfolio performance and ensuring all responsibilities are executed in alignment with related policies. The successful candidate will exemplify and embrace Tugende’s Core Values of: Integrity, Empathy, Solutions Oriented, Work as a Team, and Always Growing.

Key Duties and Responsibilities

Customer Acquisition

• Market and sensitize customers about existing company products and services.
• Acquire new clients through stage visits, visiting business centers, and repeat client engagements.
• Maintain a maximum of 200 active leases.
• Sensitize and drive cross-selling of additional products and services according to customer needs.

Vetting Clients and Guarantors

• Conduct loan vetting of clients in alignment with the company Credit policy (stage visits, home visits, and guarantor visits).
• Document and capture all vetting information in the CRM.
• System approval of all vetted clients.

Training and Administration

Re-emphasize the initial training done by the Customer Relations Officer and take clients through the following:

• Terms and reference of the asset acquisition.
• Responsibility of the guarantors and Tugende’s expectation of them in supporting the client.
• Payment terms – prepayments and their benefits, non-payment and related penalty, acceptable payment channels, and non-cash tolerance.
• Re-emphasize payment dates to avoid defaulting.
• Educate and train clients about the Maisha Assets Insurance and how it works.
• Enlighten clients on the reporting channels when their assets have been stolen.
• Update the system when clients and guarantors have completed the training.
• Advise clients on asset service schedules, health, and safety.
• Ensure all clients have their KRA PIN and National ID captured under their profile on the system.

Disbursement

• Inform clients about different payment channels and how payments are made – emphasize the NO Cash policy.
• Emphasize the role of guarantors to ensure that payments are made on time.
• Explain the agreement to the client, sign it off, and provide the client with a copy of the signed agreement for reference.

Loan Management

• Follow up on clients through phone calls and physical visits, document the conversations on the staff app, and ensure customers make their full down payment.
• Contact clients and notify them of their overdue payments.
• Initiate recovery actions for loans in default, including written-off loans, in line with loan recovery policy guidelines and procedures.
• Ensure that the client's loan agreement is on file and easily accessed.
• Timely customer complaint resolution.

Incident Management

• Coordinate, escalate, and collaborate with clients during any incident.
• Impound non-responsive clients.
• Report and record all client accident incidents.
• Submit client documentation relating to insurance.
• Support clients with assets impounded by any authority.
• Support clients with mechanical breakdowns and follow up on stolen assets.
• Ensure compliance with all loan terms and conditions.

After Sales

• Communicate new opportunities to potential clients.
• Retain existing clients – understand their additional interests and check if their objectives have been met.

Use of Data, Systems, and Transparency

• Record all customer interactions.
• Document and keep records of all agreements made with customers.

Knowledge, Experience, Skills, and Qualifications

• Diploma or equivalent in a Business-related course.
• At least 1 year of experience in microfinance is preferred.
• Unquestionable degree of integrity and transparency.
• Motorbike riding competence and a riding license – MUST requirement for this position.
• Excellent interpersonal skills – ability to connect with customers, colleagues, and the community.
• Highest degree of dependability and commitment.