Account Management Agent

The Account Management Agent will be responsible for vetting and managing customer accounts, following up on outstanding payments, ensuring timely repayments, and maintaining positive customer relationships. The role involves conducting thorough customer vetting, regular customer engagement, addressing account-related concerns, maintaining accurate records, and supporting overall portfolio quality by keeping customer accounts in good standing.

The successful agent will exemplify and embrace Tugende’s Core Values of: Integrity, Empathy, Solutions Oriented, Work as a Team and Always Growing

Key Duties and Responsibilities:

• Customer Vetting & Acquisition: Vet and onboard prospective customers by assessing eligibility, verifying information and documentation, conducting required checks, and supporting customer acquisition in line with Tugende’s credit requirements and policies.
  
• Loan Management: Manage customer loans throughout the loan cycle by monitoring repayments, following up on outstanding payments, addressing customer concerns, and escalating defaulting accounts appropriately.
  
• Incident Management: Manage and coordinate customer incidents such as accidents, sickness, theft, and asset impoundment, including supporting insurance claims, asset recovery, and related processes.
  
• After-Sales & Customer Retention: Maintain strong customer relationships, understand evolving customer needs, gather feedback, support customer retention, and identify opportunities for additional products and services.
  
• Data, Systems & Transparency: Maintain accurate and up-to-date customer records, document all customer interactions and agreements in the CRM and approved systems, and ensure compliance with Tugende’s credit, documentation, and transparency requirements.
  

Qualifications, Skills and Experience:

• A’ level and above.
  
• 1 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.