About the role
The candidate in this position
will be responsible for the end-to-end management of clients life cycles with
the business, from client acquisition to completion or termination. The Account
Manager will also be responsible for monitoring the performance of the
portfolio. They will ensure that all responsibilities below are executed in
alignment with related Policies.
Key
Duties and Responsibilities
Customer
Acquisition
Finding
clients
- Marketing
and sensitizing customers about existing company products and services.
- Acquisition
of new clients (through stage visits, visiting business centers, repeat
client engagements).
- Maintaining
a maximum of 200 active leases.
- Sensitizing
and driving cross-selling of additional solutions according to customer
needs, as well as referring leads to other business stakeholders.
Vetting Clients and Guarantors
- Conducting
loan vetting of clients in alignment with the company Credit policy (Stage
visits, Home visits, and guarantor visits).
- Documentation
and capturing of all vetting information in the CRM.
- System
Approval of all vetted Clients.
Training
and Administration
Reemphasise the initial training
done by the Customer Relations Officer and take the clients once again 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 its benefits, non-payment and related penalty,
acceptable payment channels, and non-cash tolerance.
- Re-emphasize
Payment and the 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 the
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 the 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 give the client 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 that customers make their full
down payment.
- Contact
clients and notify them of their overdue payments.
- Initiating
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 the clients during any incident.
- Impounding
non-responsive clients.
- Reporting
and recording of all clients accident incidents.
- Submitting
clientsdocumentation 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 the loan terms and conditions.
After
Sales
- Communicate
new opportunities to potential 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.
- Document
and keep records of all agreements made with customers.
Knowledge,
experience, skills, and qualification
- Diploma
or equivalent in Business related course.
- At
least 1 year of experience in microfinance is preferred.
- Unquestionable
degree in integrity and transparency.
- Riding
Competence, preferably Class A2 and B, is a requirement for this position.
- Excellent
interpersonal skills – ability to connect with customers, colleagues and
the community.
- Highest
degree of dependability and commitment.
How to
Apply
