JOB DETAILS:
Tugende uses asset finance, technology, and a customer-centric model to help informal sector entrepreneurs dramatically increase their economic trajectory. Tugende’s core asset finance packages include medical and life insurance, training, safety equipment, and digital credit profiles in addition to affordable asset financing for SMEs. By helping clients grow economically and building digital track records of responsibility, we are creating a long-term ecosystem for MSMEs that will grow and thrive.

Tugende is tackling the credit gap for small businesses in Africa by enabling informal entrepreneurs to 1) own income‑generating assets, 2) build a verifiable digital credit profile, and 3) earn future growth opportunities through the Tugende digital platform. This platform includes discounts, smartphones, e‑commerce opportunities, and on‑demand credit lines. Tugende has financed 70,000+ clients and has hundreds of employees serving clients across its branches in Uganda and Kenya.

About the role
As the Account Manager Agent, you will be responsible for managing outstanding payments, ensuring clients pay on time, and maintaining positive client relationships. It involves handling all aspects of debt collection, contacting clients and maintaining accurate records. You’ll play a key part in helping us maintain financial health and keep client accounts in good standing.

Key Responsibilities:
Loan management
● Followup on clients through phone calls, physicial visits ,document the conversations on the staff App, and ensure that customers make their full payment as per the loan schedules.
● Contact clients and notify them of their overdue payments.

● Escalate defaulting loans to the recovery team with clear documentation of efforts invested in collections and client engagements
● Ensure that the clients loan agreement is on file and easily accessible

● Timely customer complaint resolution or escalation
Incident Management
● Coordinate, escalate and collaborate with the clients during any incident
● Impounding of non responsive clients
● Reporting and recording of all clients accident incidents
● Submission of support documentation from clients during processing of insurance claims.

● Supporting clients during retrieval of any assets impounded by authorities or in cases of theft.
● Support clients with mechanical breakdowns and follow up on stolen assets

● Ensure compliance to all the loan terms and conditions.
After sales
● Communicate new opportunities to good clients
● Retention of existing clients - understanding their additional interests and checking if their objectives have been met.
Use of data, systems, and transparency
● Record all customer interactions in the Customer Relationship Management (CRM) system
● Document and archive in the right channels all agreements made with the clients to keep a record for future reference.

● No paper agreements will be signed without the consent and signature of the branch executive
● Strict adherence to the Tugende Credit Policy.

Qualifications and Skills:
● Diploma/Bachelor’s degree in Accounting, Admin, or a related field.
● 1-2 years of field based experience
● At least 1 year of experience in loan management and collections
● Excellent communication and interpersonal skills.
● Familiarity with lending products, financial services and CRM software.

Personal Attributes and Abilities:
● Outstanding communication and interpersonal skills to enable engagement with different stakeholders
● Strong negotiation and problem-solving skills
● Ability to manage multiple accounts and meet targets
● Professional, courteous, and empathetic approach to clients
● Self-motivated, goal-oriented, and detail-driven
● Unquestionable integrity and commitment to ethical standards
● Proficient with CRM system