Recovery Agent

JOB DETAILS: Reports To: Branch Executive Duty Location: Jinja, Fortportal, Hoima,Mityana and Mbale 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 80,000+ 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 and 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 liaison with both internal and external teams, such as legal or headquarters recovery teams, to facilitate debt recovery procedures and 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 in line with policy. Assess the client payment history and make recommendations for 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