Tugende
Job Title: Account Manager Agent (2)
Reports To: Branch Executive
Job Purpose
As an Account Manager Agent, you will manage outstanding payments, ensure clients adhere to loan schedules, and maintain positive client relationships. Your role will involve debt collection, client communication, accurate record-keeping, and assisting with post-sale services to uphold the company’s financial health and customer satisfaction.
Key Duties and Responsibilities
Loan Management
• Follow up with clients via phone calls, physical visits, and document all interactions in the staff app to ensure timely payments.
• Notify clients of overdue payments and escalate unresolved cases to the recovery team with detailed documentation of collection efforts.
• Ensure all client loan agreements are filed and accessible.
• Resolve customer complaints promptly or escalate them for further action.
Incident Management
• Act as the primary point of contact for clients during incidents, coordinating responses and resolutions.
• Impound assets from non-responsive clients, as required.
• Report and document all client-related accidents or incidents.
• Assist clients in processing insurance claims by submitting the necessary support documentation.
• Support clients in retrieving impounded or stolen assets and resolving mechanical breakdowns.
• Ensure compliance with loan terms and conditions.
After-Sales Support
• Communicate new opportunities to clients with strong repayment histories.
• Retain existing clients by understanding their additional needs and ensuring their objectives are met.
Data, Systems, and Transparency
• Record all customer interactions in the Customer Relationship Management (CRM) system.
• Archive agreements and interactions in the appropriate channels for future reference.
• Ensure that no paper agreements are signed without the consent of the Branch Executive.
• Adhere strictly to the Tugende Credit Policy.
Qualifications, Skills, and Experience
• Diploma or Bachelor’s degree in Accounting, Administration, or a related field.
• 1-2 years of field-based experience, with at least 1 year in loan management and collections.
• Familiarity with lending products, financial services, and CRM software.
• Excellent communication and interpersonal skills.
Personal Attributes and Abilities
• Strong negotiation and problem-solving skills.
• Ability to manage multiple accounts and meet collection targets.
• Professional, empathetic, and customer-oriented approach.
• Self-motivated, goal-driven, and detail-focused.
• High levels of integrity and adherence to ethical standards.
• Proficiency in CRM systems and data management.