Account Manager Agent (3)

Tugenda is hiring an Account Manager Agent who will be responsible for managing outstanding payments, ensuring clients pay on time, and maintaining positive client relationships. It involves handling all aspects of debt collection, contacting clients and maintaining accurate records. You’ll play a key part in helping us maintain financial health and keep client accounts in good standing.
Reports to: Branch Executive
Duty Station: Mbale, Jinja and Mityana, Uganda
Healthcare services
Key Duties and Responsibilities:
Loan management
- Followup on clients through phone calls, physical visits, document the conversations on the staff App, and ensure that customers make their full payment as per the loan schedules.
- Contact clients and notify them of their overdue payments.
- Escalate defaulting loans to the recovery team with clear documentation of efforts invested in collections and client engagements
- Ensure that the clients loan agreement is on file and easily accessible
- Timely customer complaint resolution or escalation
Incident Management
- Coordinate, escalate and collaborate with the clients during any incident
- Impounding of non responsive clients
- Reporting and recording of all clients accident incidents
- Submission of support documentation from clients during processing of insurance claims.
- Supporting clients during retrieval of any assets impounded by authorities or in cases of theft.
- Support clients with mechanical breakdowns and follow up on stolen assets
- Ensure compliance to all the loan terms and conditions.
After sales
- Communicate new opportunities to good 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 in the Customer Relationship Management (CRM) system
- Document and archive in the right channels all agreements made with the clients to keep a record for future reference.
- No paper agreements will be signed without the consent and signature of the branch executive
- Strict adherence to the Tugende Credit Policy.
Qualifications, Skills and Experience:
- Diploma/Bachelor’s degree in Accounting, Admin, or a related field.
- 1-2 years of field based experience
- At least 1 year of experience in loan management and collections
- Excellent communication and interpersonal skills.
- Familiarity with lending products, financial services and CRM software.
Personal Attributes and Abilities:
- Outstanding communication and interpersonal skills to enable engagement with different stakeholders
- Strong negotiation and problem-solving skills
- Ability to manage multiple accounts and meet targets
- Professional, courteous, and empathetic approach to clients
- Self-motivated, goal-oriented, and detail-driven
- Unquestionable integrity and commitment to ethical standards
- Proficient with CRM system
How to Apply:
Interested candidates who meet the above requirements should follow the link below and apply
Deadline: 24th February 2025