Role overview
What you'll be stepping into
Tugende uses asset finance, technology, and a customer-centric model to help informal-sector entrepreneurs significantly 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 small and medium-sized businesses (SMEs).
By helping clients grow economically while building digital records of responsible financial behavior, Tugende is creating a long-term ecosystem in which micro, small, and medium-sized businesses can grow and thrive.
Tugende is addressing the credit gap for small businesses in Africa by enabling informal entrepreneurs to:
Own income-generating assets.
Build verifiable digital credit profiles.
Access future growth opportunities through the Tugende digital platform.
The platform also provides access to discounts, smartphones, e-commerce opportunities, and on-demand credit lines. Tugende has financed more than 80,000 clients and has hundreds of employees serving customers through its branches across Uganda and Kenya.
ABOUT THE ROLE
The Recovery Agent is responsible for managing a diverse portfolio of debt recovery cases and ensuring that outstanding debts are recovered in a timely, efficient, and professional manner.
The role involves working directly with clients to negotiate payment arrangements, resolve disputes, monitor repayment plans, and facilitate the recovery of financed assets where necessary. The Recovery Agent will work closely with internal teams, including the Head Office Recovery Team, as well as external stakeholders such as legal representatives, while ensuring compliance with applicable regulations, company policies, and established recovery procedures.
The position plays an important role in maintaining positive customer relationships while supporting Tugende's financial and operational recovery objectives.
KEY RESPONSIBILITIES
Debt Recovery & Case Management
Manage an assigned portfolio of recovery cases and ensure outstanding debts are recovered in a timely and professional manner.
Issue demand notices to clients with overdue outstanding payments in accordance with established procedures.
Follow up with clients to facilitate payment and resolve outstanding obligations.
Negotiate appropriate payment plans with clients while operating within approved company policies and procedures.
Monitor agreed payment plans and take appropriate action where clients fail to meet their repayment obligations.
Assess client payment history and make recommendations for the termination of unproductive leases in accordance with Tugende's termination policy guidelines.
Asset Recovery
Impound assigned assets in accordance with approved asset recovery procedures.
Provide real-time updates and reports on the progress of asset recovery activities.
Ensure all impounded assets are properly booked into the branch inventory.
Ensure incidents relating to asset recovery are accurately recorded and documented.
Follow all established procedures and controls relating to the handling and recovery of financed assets.
Client Engagement & Dispute Resolution
Maintain professional and constructive relationships with clients throughout the recovery process.
Handle customer complaints, concerns, and disputes effectively and professionally.
Use appropriate communication and negotiation techniques to reach practical and mutually acceptable payment arrangements.
Handle sensitive client situations with tact, professionalism, and respect.
Ensure all client engagements and agreed negotiation plans are accurately documented.
Reporting & Documentation
Maintain accurate, complete, and timely records of all client communications, engagements, recovery activities, and negotiation plans in the Customer Relationship Management (CRM) system.
Provide regular reports and updates on the status and progress of assigned recovery cases.
Ensure recovery records and case documentation are maintained in accordance with company procedures.
Provide timely information and updates to supervisors and relevant internal teams.
Internal, External & Legal Coordination
Liaise promptly with internal and external stakeholders to facilitate debt recovery processes and appropriate escalations.
Work closely with the Head Office Recovery Team on recovery cases and escalated matters.
Coordinate with legal teams or other relevant external parties when required.
Support court cases when required by attending hearings and providing clerical support as directed by the Supervisor or appointed legal counsel.
Ensure all recovery and escalation activities are conducted in accordance with company policies and applicable requirements.
QUALIFICATIONS & SKILLS
Education & Experience
At least 2 years of experience in debt recovery, credit control, collections, or a similar role is preferred.
Experience handling customer accounts, payment plans, or asset recovery processes will be an advantage.
Key Skills & Competencies
Excellent written and verbal communication skills.
Strong negotiation and interpersonal skills.
Knowledge of relevant debt recovery legislation, regulations, and best practices.
Excellent organizational skills and strong attention to detail.
Ability to manage a portfolio of cases effectively and prioritize competing demands.
Ability to handle sensitive and challenging situations with tact, professionalism, and discretion.
Proficiency in Microsoft Office or similar software.
Ability to work effectively under pressure and consistently meet established targets.
Strong record-keeping and reporting skills.
Ability to work collaboratively with internal teams, external stakeholders, and legal representatives.
KEY PERFORMANCE EXPECTATIONS
The successful candidate will be expected to:
Achieve assigned debt recovery and collection targets.
Maintain accurate and up-to-date recovery records.
Ensure timely follow-up and resolution of assigned cases.
Follow approved debt and asset recovery procedures.
Maintain professional client relationships throughout the recovery process.
Provide accurate and timely reporting to management.
Ensure appropriate escalation of cases when required.
Support the overall financial recovery objectives of Tugende.
BENEFITS
Tugende offers a competitive remuneration package with an attractive result-based commission structure.
How to apply