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.
• Motorbike Riding Competence, preferably Class A2 and B, is a MUST requirement for this position.
• Excellent interpersonal skills – ability to connect with customers, colleagues and the community.
• Highest degree of dependability and commitment.