Field Officer (Credit/Collections)

Job Summary

We are looking for competent and motivated Credit/Collections Officers that can work with little direction to serve as the main point of contact between Tugende and its clients.

  • Minimum Qualification: Bachelor
  • Experience Level: Entry level
  • Experience Length: 1 year

Job Description/Requirements

Reporting To: Branch Leader
Job Location: Any of our branches of operations.
Job Opening: 4th February 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 Credit/Collections Officers that can work with little direction to serve as the main point of contact between Tugende and its clients.

Tugende’s mission is: “Helping people help themselves”. The Tugende Credit/Collections Officer will be responsible for the client’s lease approval process, from the initial class to final lease payment, loss recovery. The Credit/Collections Officers’ day-to-day responsibilities include conducting Tugende field operations e.g. vetting, loss recovery, managing collections, and responding to client 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 hire-purchase arrangements.
  • Register applicants: Meet with applicants to obtain information on them and answer their questions about the application process.
  • Vet applicants: Conduct field visits (at the 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
  • 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 up to 180 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 maintenance: Help keep the office clean, 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


Preferred Skills, knowledge & abilities

  • Excellent communication, presentation skills, and professionally presentable
  • Exhibit a passion for customers, and provide excellent customer service and empathy for our customers
  • Team players with strong interpersonal skills
  • Ability to work under pressure in a fast-paced environment and flexible working in different regions of Uganda
  • 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.
  • High level of professionalism and integrity, with good moral character
  • Fluent in at least two or more key local languages.

Preferred qualifications and experience

  • A minimum of a Bachelor’s degree in a business-related field from a recognized institution of learning.
  • Ready to learn to ride a motorcycle
  • Experience with PowerPoint, Excel, and Google Suite.
  • At least 1 year of work experience working with a credit-related business.
  • Fieldwork and community development experience.
  • Motorcycle riding ability is an added advantage

Key Competencies

  • Hold values similar to our own: Integrity;- Empathy, Teamwork, Solutions Oriented and Always growing.
  • Confidentiality: Able to handle sensitive information professionally and confidentially.
  • Positive Attitude: the main mindset of “getting things done” and finding satisfaction in developing sustainable long-term solutions at all times.
  • Flexible and resilient: Willingness to travel, flexible in schedule and work hours, seek direct feedback, and see every challenge as an opportunity to grow.


What will you gain?

Career Trajectory: This is a role with significant leadership potential to grow as the company operations grow. Someone who does this job can be promoted to; Senior Credit/Collections Officer, Credit/Collections Team Leader, Credit/Collections Coordinator, Deputy Branch Leader, Junior Branch Leader, Branch Leader, Senior Branch Leader, with a possibility of crossing to other operations and other departments’ functions.

Meaningful Work: Tugende’s work gives entrepreneurs the opportunity to earn a better living for themselves and their families. We are changing East Africa’s asset-finance industry by building a sustainable business that ignites financial development. Join this movement!

Great Team: Tugende has a smart, fun, and growing team of ~489 employees. We take our work seriously, but love to joke and have fun. We regularly have fully-paid, voluntary team outings, as well as fun parties for our customers. Our headquarters are in Kampala, Uganda and we are rapidly expanding in East Africa.

Hours and compensation: This position is for an ambitious, full-time employee who will take on additional responsibilities and projects as they arise. Tugende offers competitive salaries and benefits that reflect a person’s contributions to the company’s mission and growth.

More About Tugende

Tugende means “let’s go” in Luganda and signifies the company's mission and what you say on the back of a motorcycle taxi. Tugende has been recognized as a 2012 Unreasonable Fellow, 2014 Echoing Green Global Fellow, 2016 GSBI Fellow, and received the MIT Zambezi prize in 2015 as one of the top 3 financial inclusion start-ups in Africa. We have appeared in The Guardian, BBC, Economist, and elsewhere.

As part of our regional expansion in East Africa, Kenya is now launched! Beyond geographic growth, Tugende's future will include multiple asset finance products and tools to help Tugende to reach millions of customers without losing high touch personal support.

Applications should be made by Clicking on the 'Apply Now' button provided.

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