Account Manager

Tugende is a for-profit social enterprise established in 2012 in Uganda. It uses asset finance, technology, and a customer-centric model to help informal sector entrepreneurs significantly improve their economic standing. Operating in Uganda and Kenya, Tugende has over 460 staff and has served more than 30,000 clients, with rapid growth and innovation.

The Account Manager at Tugende is tasked with comprehensively managing client relationships throughout their lifecycle, from initial acquisition to the conclusion or termination of their engagement. This role involves actively monitoring the performance of the client portfolio to ensure all activities align with established company policies. The successful candidate is expected to embody Tugende’s core values: Integrity, Empathy, Solutions Oriented, Teamwork, and Continuous Growth.

1. Market and sensitize customers about existing company products and services.
2. Acquire new clients through stage visits, business center visits, and repeat client engagements.
3. Maintain a maximum of 200 active leases.
4. Sensitize and drive cross-selling of additional products/services based on customer needs.
5. Conduct loan vetting of clients in alignment with the company Credit policy, including stage, home, and guarantor visits.
6. Document and capture all vetting information in the CRM.
7. Obtain system approval for all vetted clients.
8. Re-emphasize initial training on asset acquisition terms and conditions.
9. Clarify the responsibilities of guarantors and Tugende’s expectations of their support.
10. Explain payment terms, including prepayments, benefits, non-payment penalties, acceptable payment channels, and non-cash tolerance.
11. Re-emphasize payment dates to prevent defaulting.
12. Educate and train clients about Maisha Assets Insurance and its functionality.
13. Enlighten clients on reporting channels for stolen assets.
14. Update the system once clients and guarantors have completed training.
15. Advise clients on asset service schedules, health, and safety.
16. Ensure all clients have their KRA PIN and National ID captured under their profile on the system.
17. Inform clients about different payment channels and emphasize the NO Cash policy.
18. Emphasize the role of guarantors in ensuring timely payments.
19. Explain the agreement to the client, sign it off, and provide the client with a copy for reference.
20. Follow up on clients through phone calls and physical visits, documenting conversations on the staff App, and ensuring full down payments.
21. Contact clients and notify them of overdue payments.
22. Initiate recovery actions for loans in default, including written-off loans, in line with policy guidelines.
23. Ensure client loan agreements are on file and easily accessible.
24. Resolve customer complaints in a timely manner.
25. Coordinate, escalate, and collaborate with clients during any incident.
26. Impound non-responsive clients.
27. Report and record all client accident incidents.
28. Submit client documentation relating to insurance.
29. Support clients with assets impounded by any authority.
30. Support clients with mechanical breakdowns and follow up on stolen assets.
31. Ensure compliance with all loan terms and conditions.
32. Communicate new opportunities to potential clients.
33. Retain existing clients by understanding their additional interests and checking if their objectives have been met.
34. Record all customer interactions.
35. Document and keep records of all agreements made with customers.

1. Diploma or equivalent in a Business-related course.
2. At least 1 year of experience in microfinance is preferred.
3. Unquestionable degree of integrity and transparency.
4. Motorbike Riding Competence is a MUST requirement for this position.
5. Excellent interpersonal skills, including the ability to connect with customers, colleagues, and the community.
6. Highest degree of dependability and commitment.