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Loan management

• Followup on clients through phone calls, physical visits, document the conversations on the staff App, and ensure that customers make their full payment as per the 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
• Ensure that the clients loan agreement 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 of non responsive clients
• Reporting and recording of all clients accident incidents
• 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.
• Support clients with mechanical breakdowns and follow up on stolen assets
• Ensure compliance to all the loan terms and conditions.

After sales

• Communicate new opportunities to good clients
• Retention of existing clients – understanding their additional interests and checking if their objectives have been met.

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.