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
