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
