Field Officer (Credit/Collections) - Kenya
Tugende, Kenya
Job Description
Job Title: Field Officer (Credit/Collections)
Reporting To: Branch Leader
Job Location: Any of our Kenya Branches.
Job Opening: 19th March 2021
Application Deadline: Open
About Tugende
Tugende is a for-profit social enterprise providing asset and SME finance, leasing, insurance, and financial literacy to new customers, and consumer finance to qualified existing customers.
It was formally established in 2012 in Uganda and is a technology-enabled asset financier of income-generating assets for proven entrepreneurs, using a lease-to-own product to offer an affordable path to ownership of these assets. Tugende empowers customers unable to access formal credit and has financed over 35,000 customers.
About this job
We are looking for competent and motivated Field Officers who can work independently with limited direction to serve as the main point of contact between Tugende and its clients within our areas of operation in Kenya. The role will be based in Kenya with occasional travels to Uganda.
Tugende’s mission is: Helping people help themselves. As a Field Officer, you will be responsible for the client`s lease approval process, from the initial class to final lease payment. The field officer's day-to-day responsibilities include conducting Tugende`s field operations e.g vetting, managing collections, and responding to client's needs.
The job holder will be assigned to deliver on the following assignments
1. Client vetting and Management
- Recruit new applicants: Identify capable clients for Tugende leases.
- Register applicants: Meet with applicants to obtain information from them and answer their questions about the application process.
- Vet applicants: Conduct field visits (at applicant’s stage and home) while paired with another Field Officer.
- Analyze the strength of completed applications: Analyze applicants’ financial status, creditworthiness, and outstanding leases to determine applicant qualification.
- Approve/Reject applicants: Evaluate applicant's creditworthiness in line with the existing guidelines.
- Managing lease agreement: Review lease agreements to ensure that they are complete and accurate according to the Tugende Policies. Help deliver Motorcycles to new clients. Ensure that clients understand the key terms and conditions of Tugende, as well as the warranty and maintenance requirements, before handing over the Motorcycles.
2. Manage client needs and portfolio performance
- Collections: Manage a portfolio of clients. Regularly follow up on client repayments (on the phone and in-person), understand any repayment and work challenges, give recommendations, or escalate problem cases where necessary. Ensure client data is accurately captured in the lease management system in a timely manner.
- Customer service: Listen and attend to customer comments and inquiries, give recommendations, or escalate problem cases where necessary.
- Office work: Be able to help with office work including signing contracts with clients, transferring titles for Motorcycles, and processing passenger service vehicle licenses (PSVs).
- Office support: Manage motorcycle traffic outside the office, and coordinate clients during applicant classes.
- Coordinate with local authorities: Engage them as required to facilitate field operations.
Note: This job description gives a general guideline, and therefore does not include an exhaustive list of all duties and responsibilities.
Requirements
Preferred Skills, Knowledge amp; Abilities
- Highly self-motivated and able to demonstrate a drive for results with a professional approach from a team.
- Excellent communication, presentation skills, and professionally presentable.
- Exhibit a passion for customers, and provide excellent customer service and empathy for our customers.
- Ability to work under pressure in a fast-paced environment and willing to work in rural areas in the different regions of Kenya.
- Adopt and champion the values that Tugende stands for Integrity, Empathy, Teamwork, Solutions-Oriented, and Always growing.
- Ability and willingness to learn to ride a motorcycle to conduct fieldwork.
- Computer literate with the ability to comfortably use MS Office and GSuites. Have at least 35 Words Per Minute.
- High level of professionalism and integrity, with good moral