Open job Title: Recovery Agents
Reports To: Branch Executive
About Tugende
Tugende uses asset finance, technology, and a customer-centric model to help informal sector entrepreneurs dramatically increase their economic trajectory. Tugende’s core asset finance packages include medical and life insurance, training, safety equipment, and digital credit profiles in addition to affordable asset financing for SMEs. By helping clients grow economically and building digital track records of responsibility, we are creating a long-term ecosystem for MSMEs that will grow and thrive.
Tugende is tackling the credit gap for small businesses in Africa by enabling informal entrepreneurs to 1) own income generating assets, 2) build a verifiable digital credit profile, and 3) earn future growth opportunities through the Tugende digital platform. This platform includes discounts, smartphones, e commerce opportunities, and on demand credit lines. Tugende has financed 70,000+ clients and has hundreds of employees serving clients across its branches in Uganda and Kenya.
About the role
As a Recovery Agent, you will be responsible for managing a diverse range of debt recovery cases, ensuring that outstanding debts are collected in a timely and efficient manner. You will work closely with clients to negotiate payment plans and resolve any disputes while adhering to industry regulations and company policies while liaising with the head office recovery team. Your role is critical in maintaining positive customer relationships while achieving Tugende’s financial goals.
Key Responsibilities:
- Manage a portfolio of assigned cases, ensuring that outstanding debts are recovered in a timely and professional manner.
- Issue demand notices to clients whose outstanding payments are overdue.
- Impound all assets assigned and report on progress in real-time.
- Provide regular reports and updates on the status of recovery cases.
- Timely liaise with both internal and external teams, such as legal or headquarters recovery teams, to facilitate debt recovery procedures and manage escalations
- Maintain accurate and timely records of communications, engagements in the CRM for all clients including any negotiation plans made
- Handle customer complaints or disputes effectively and professionally.
- Monitor payment plans to ensure adherence and take appropriate action in cases of non-payment.
- Assess the client payment history and make recommendations on the Termination of unproductive leases in line with the Tugende policy guidelines for termination.
- Ensure compliance with set asset recovery procedures that include booking impounded asset in the branch inventory and incident recording
- Support with court cases when required by attending hearings to provide clerical support as requested by your supervisor or appointed legal counsel.
Qualifications and Skills:
- 2- years Experience in debt recovery, credit control, or a similar role is preferred
- Excellent communication and negotiation skills
- Knowledge of relevant debt recovery legislation and best practices.
- Strong communication skills, both written and verbal, with the ability to negotiate effectively.
- Excellent organisational skills and attention to detail.
- Ability to handle sensitive situations with tact and professionalism.
- Proficient in using MS Office or similar software.
- Ability to work under pressure and meet targets.
