As the Account Management 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 maintaining financial health and keeping client accounts in good standing.

Key Responsibilities:

Loan management

• Followup on clients through phone calls, physical visits, document the conversations  on the staff App and CRM, and ensure that customers make their full payment as per their 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 as per the credit policy
• Ensure that the clients loan agreement and other documentation 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 assets attached to defaulting loans
• Reporting and recording of all incidents that might hinder normal payment behaviour e.g. accidents, sickness etc.
• 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.
• Ensure compliance to all the loan terms and conditions.

After sales

• Communicate new opportunities to potential clients
• Retention of existing clients – understanding their additional interests and customer feedback

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.

• 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

Benefits

Competitive package with an attractive result-based commission structure.

 HOW TO APPLY