Role overview
What you'll be stepping into
Tugende uses asset finance, technology, and a customer-centric model to help informal-sector entrepreneurs dramatically improve 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 records of responsible financial behaviour, Tugende is creating a long-term ecosystem that enables MSMEs to grow and thrive.
Tugende is addressing the credit gap for small businesses in Africa by enabling informal entrepreneurs to:
Own income-generating assets.
Build a verifiable digital credit profile.
Access future growth opportunities through the Tugende digital platform.
The 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 an Account Management Agent, you will be responsible for managing outstanding payments, ensuring clients make payments on time, and maintaining positive client relationships.
The role involves handling various aspects of debt collection, contacting clients, and maintaining accurate records. You will play a key role in maintaining the financial health of client accounts and ensuring they remain in good standing.
Key Responsibilities
1. Loan Management
Follow up with clients through phone calls and physical visits, document conversations in the staff App and CRM, and ensure customers make full payments according to their loan schedules.
Contact clients and notify them of overdue payments.
Escalate defaulting loans to the Recovery Team with clear documentation of collection efforts and client engagements, in accordance with the credit policy.
Ensure clients’ loan agreements and other relevant documentation are properly filed and easily accessible.
Ensure timely resolution or escalation of customer complaints.
2. Incident Management
Coordinate, escalate, and collaborate with clients during any incidents.
Impound assets attached to defaulting loans.
Report and record incidents that may hinder normal payment behaviour, such as accidents, sickness, and other relevant circumstances.
Submit supporting documentation from clients during the processing of insurance claims.
Support clients in the retrieval of assets impounded by authorities or in cases of theft.
Ensure compliance with all loan terms and conditions.
3. After-Sales
Communicate new opportunities to potential clients.
Retain existing clients by understanding their additional interests and gathering customer feedback.
4. Use of Data, Systems and Transparency
Record all customer interactions in the Customer Relationship Management (CRM) system.
Document and archive all agreements made with clients through the appropriate channels to maintain records for future reference.
Ensure that no paper agreements are signed without the consent and signature of the Branch Executive.
Strictly adhere to the Tugende Credit Policy.
Qualifications and Skills
Diploma or Bachelor’s degree in Accounting, Administration, 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
The successful candidate should demonstrate:
Outstanding communication and interpersonal skills to effectively engage with different stakeholders.
Strong negotiation and problem-solving skills.
Ability to manage multiple accounts and meet targets.
Professional, courteous, and empathetic approach when dealing with clients.
Self-motivation, goal orientation, and strong attention to detail.
Unquestionable integrity and commitment to ethical standards.
Proficiency in using CRM systems.
Benefits
Competitive compensation package.
Attractive result-based commission structure.
How to apply