{"id":2847480,"url":"https://alion.io/job/tugende-account-manager-thika","title":"Account Manager -Thika","company":{"id":177326,"name":"Tugende","domain":"gotugende.com","url":"https://alion.io/company/tugende","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Marketing","role_family":"Marketing","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Kenya"],"countries":["KE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false}],"status":"live","first_seen_at":"2026-10-19T05:06:00Z","employer_posted_date":null,"last_verified_at":"2026-10-19T05:06:00Z","board_verified":false,"closed_at":null,"days_open":6,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":6},"description":"Sales & Marketing Jobs, Tugende Jobs. Account Manager manages client accounts and microfinance operations, requires a Business Diploma, motorbike riding competence, and 1+ years microfinance experience preferred. Full-time role in Nairobi.\n\nAbout the role\n\nThe candidate in this position will be responsible for the end-to-end management of clients’ life cycles with the business, from client acquisition to completion or termination. The Account Manager will also be responsible for monitoring the performance of the portfolio. They will ensure that all responsibilities below are executed in alignment with related Policies.\n\nThe successful candidate will exemplify and embrace Tugende’s Core Values of: Integrity, Empathy, Solutions Oriented, Work as a Team and Always Growing.\n\nKey Duties and Responsibilities\n\n Customer Acquisition \n\nMarketing and sensitizing customers about existing company products and services.\n\nAcquisition of new clients (through stage visits, visiting business centers, repeat client engagements).\n\nMaintaining a maximum of 200 active leases.\n\nSensitizing and driving cross-selling of additional products/ services according to the customer needs.\n\nVetting Clients and Guarantors\n\nConducting loan vetting of clients in alignment with the company Credit policy (Stage visits, Home visits, and guarantor visits).\n\nDocumentation and capturing of all vetting information in the CRM.\n\nSystem Approval of all vetted Clients.\n\n Training and Administration \n\nRe-emphasise the initial training done by the Customer Relations Officer and take the clients once again through the following:\n\nTerms and reference of the asset acquisition.\n\nResponsibility of the guarantors and Tugende’s expectation of them in supporting the client.\n\nPayment terms – Prepayments and its benefits, non-payment and related penalty, acceptable payment channels, and non-cash tolerance. \n\nRe-emphasize Payment and the payment dates to avoid defaulting.\n\nEducate and train clients about the Maisha Assets Insurance and how it works.\n\nEnlighten clients on the reporting channels when their Assets have been stolen. \n\nUpdate the system when the clients and guarantors have completed the training.\n\nAdvise clients on asset service schedules, health, and safety.\n\nEnsure all clients have their KRA PIN and National ID captured under their profile on the system.\n\nDisbursement \n\nInform clients about different payment channels and how the payments are made – Emphasize the NO Cash policy.\n\nEmphasize the role of guarantors to ensure that payments are made on time.\n\nExplain the agreement to the client, sign it off, and give the client a copy of the signed agreement for reference.\n\nLoan Management \n\nFollow 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.\n\nContact clients and notify them of their overdue payments.\n\nInitiating recovery actions for loans in default, including written-off loans in line with loan recovery policy guidelines and procedures.\n\nEnsure that the client’s loan agreement is on file and easily accessed.\n\nTimely customer complaint resolution. \n\nIncident Management \n\nCoordinate, escalate, and collaborate with the clients during any incident.\n\nImpounding non-responsive clients.\n\nReporting and recording of all clients’ accident incidents.\n\nSubmitting clients’ documentation relating to insurance. \n\nSupport clients with assets impounded by any authority. \n\nSupport clients with mechanical breakdowns and follow up on stolen assets.\n\nEnsure compliance with all the loan terms and conditions.\n\n After Sales\n\nCommunicate new opportunities to potential clients.\n\nRetention of existing clients – understanding their additional interests and checking if their objectives have been met.\n\nUse of data, systems, and transparency\n\nRecord all customer interactions.\n\nDocument and keep records of all agreements made with customers.\n\nKnowledge, experience, skills, and qualification\n\nDiploma or equivalent in Business related course.\n\nAt least 1 year of experience in microfinance is preferred.\n\nUnquestionable degree in integrity and transparency.\n\nMotorbike Riding Competence is a MUST requirement for this position.\n\nExcellent interpersonal skills – ability to connect with customers, colleagues and the community.\n\nHighest degree of dependability and commitment.\n\nHow to Apply\n\nClick here to 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