Customer Relations Officer at Tugende

• Company:
• Location: Kenya
• State:
• Job type: Full-Time
• Job category:

• Attending to walk-in clients at the branch, taking them through our product catalog, and guiding them on all their inquiries. i.e payment plans, balances, insurance, client statements, log books, etc
• Logging in clients requests into the system (Staff App) and documenting issues, complaints, PSV, client statements.
• Requisitioning for the funds required to run the branch operational activities and follow through with the approving authority.
• Develop trackers for record keeping purposes, with proper details of float allocation to show:

• Who has been assigned money (Individual signatures captured before money is issued to them or receipt confirmation mail)
• How the funds have been used – Purpose for which float is released.
• Weekly accountability for any money requisitioned before another request is placed

• Train the clients on the dos and don’ts of Tugende, especially on the payment plans and procedures emphasizing on NO CASH policy.
• Register new clients in the system through the staff app or directly to the (CRM) and update the client’s KYC documents.
• Moderate the FAQ session after the clients have watched the videos during the training at the branch.
• Training clients on Finance, security, terms and conditions, and insurance.
• Train clients and guarantors on the Terms and Reference of the Asset Acquisition.
• Training of Guarantors on their responsibility and Tugende's expectation of them in supporting the Client.
• Training of credit related activities during client acquisition – Prepayments and its benefits, Non Payment and related penalty, acceptable payment channels and non cash tolerance.
• Re-emphasize payment and the payment dates to avoid defaulting.
• Educate and train clients about the relevant insurance and how it works.
• Enlighten clients on the reporting channels when their Assets have been stolen.
• Update the system when the clients and guarantors have completed the training.
• Advise clients on the assets service schedules , Health and safety guidelines.
• Ensure all clients have their KRA Pin and National ID captured under their profile on the system.
• Advising on the improvement of the training content from time to time.

• Follow up with clients on the requirements for qualification, when the asset is ready for disbursement e.g logbook requirements.
• Timely resolving clients’ issues when received and also escalating to the respective desks for a quick resolution.

• Facilitate logbook transfers for clients who have completed payment.
• Issue relevant documentation. Escalate concerns and follow up on the matter until resolution.
• Make random calls to buyers verifying payments and contract validity.
• Print & issue the clients with third-party and PSV stickers.
• Organize social events (completion socials etc)
• Constant follow-up with the insurance for all the claims and ensure there is full reimbursement.
• Share the payment balances with clients when requested.
• File, print and store all office documents like agreements, licenses, tenancy agreements and client agreements.
• Interact with clients to understand how they are relating with their Account Manager and address the areas of concern.
• Support the second-hand sales process.
• Sell the Family care insurance to Tugende clients.

• At least one (1) year of working experience in customer care with a reputable organization or institute.
• A Diploma obtained from a certified and recognized institution of learning.
• Proficiency in MS Office and Gsuite
• Prior experience in using CRM and ERP systems

• Should have good oral and written communication skills
• Should have excellent interpersonal skills
• Should have strong analytical skills and attention to detail
• Ability to work under pressure with minimal supervision
• Ability to work flexible shifts and to adapt to changing work schedules

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