Senior Field Officer Job – Tugende
Job Title: Senior Field Officer
Organisation: Tugende
Duty Station: Kampala, Uganda
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 27,000 customers.
About the role
We are looking for competent and motivated Senior Field Officers that can work with little direction to serve as the main point of contact between Tugende and its clients.
Tugende’s mission is focused on people: “Helping people help themselves”. As a Senior Field Officer, you will be responsible for client’s lease approval process, from the initial class to final lease payment and loss recovery. The Senior Field Officer’s day-to-day responsibilities include conducting Tugende field operations e.g. vetting, asset recovery, managing collections, and responding to client needs.
Key Duties and Responsibilities:
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 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.
Manage client needs and portfolio performance
- Collections: Manage a portfolio of clients. Regularly follow up on client repayments (on 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 office clean, manage motorcycle traffic outside 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.
Qualifications, Skills and Experience:
- A minimum of a diploma in a business-related field from a recognized institution of learning.
- Two years’ field based experience working with a busy institution or organization such as a microfinance or busy credit related business.
- Motorcycle riding ability is an added advantage and will be a requirement once on the job.
- Highly self-motivated and able to demonstrate a drive for results with a professional approach from a team.
- Exhibit a passion for customers, and provide excellent customer service and empathy for our customer.
- 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 ability to comfortably use MS Office.
- Fluent in key local languages based in Uganda.
Personal attributes and abilities
- Innovation: develops new, better or significantly different ideas, methods, solutions or initiatives within your role that result in improvement of the departmental output and Tugende as a company.
- Accountability: holds self and others accountable for all work activities, research and personal actions and decisions, follows through on commitments and focuses on those activities that have the greatest impact on meeting measurable high quality results for the departmental success.
- Service excellence: knowledge of and ability to put into action customer service concepts, processes, and techniques to access internal and/or external customers’ needs and expectations and meet or exceed those needs and expectations through providing excellent service directly or indirectly.
- Planning and organizing: develops clear goals that are consistent with agreed strategies; identifies priority activities and assignments; adjusts priorities as required; allocates appropriate time and resources for completing work; foresees risks and allows for contingencies when planning; monitors and adjusts plans and actions as necessary.
- Interpersonal relationships: knowledge of and the ability to effectively interact within and across departments/units in a constructive and collaborative manner.
- Excellent oral and written communication skills: understands effective communication concepts, tools and techniques, ability to effectively transmit, explain complex technical concepts in simple, clear language appropriate to the audience, and receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
- Professionalism and maintaining the Tugende Employer Brand: maintains professionalism in all correspondence and being empathetic and personable
- Positive attitude: maintains a mindset of “getting things done” and finding satisfaction in developing sustainable long-term solutions at all times.
- Flexible and resilient: willingness to travel, work in rural areas in Uganda, flexible in schedule and work hours, seeks direct feedback and sees every challenge as an opportunity to grow.
Benefits
What will you gain?
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 ~400 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.
How to Apply:
All candidates should apply online at the link below.
Deadline: Open