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Loan management

• Followup on clients through phone calls, physical visits, document the conversations  on the staff App and CRM, and ensure that customers make their full payment as per their loan schedules.

• Contact clients and notify them of their overdue payments.

• Escalate defaulting loans to the recovery team with clear documentation of efforts invested in collections and client engagements as per the credit policy

• Ensure that the clients loan agreement and other documentation is on file and easily accessible

• Timely customer complaint resolution or escalation

Incident Management

• Coordinate, escalate and collaborate with the clients during any incident

• Impounding assets attached to defaulting loans

• Reporting and recording of all incidents that might hinder normal payment behaviour e.g. accidents, sickness etc.

• Submission of support documentation from clients during processing of insurance claims.

• Supporting clients during retrieval of  any assets impounded by authorities or in cases of theft.

• Ensure compliance to all the loan terms and conditions.

After sales

• Communicate new opportunities to potential clients

• Retention of existing clients – understanding their additional interests and customer feedback

Use of data, systems, and transparency

•  Record all customer interactions in the Customer Relationship Management (CRM) system

• Document and archive in the right channels all agreements made with the clients to keep a record for future reference.

• No paper agreements will  be signed without the consent and signature of the branch executive

• Strict adherence to the Tugende Credit Policy.