Report To: Branch Executive
Application Opens: 17th August 2026
Application Closes: Open and interview will be done on a rolling basis
Duty Locations: All Tugende Locations in the West, East and Central districts of Uganda

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 70,000+ clients and has hundreds of employees serving clients across its branches in Uganda and Kenya.

About the roles

a) Account Management Agent

The Account Management Agent will be responsible for vetting and managing customer accounts, following up on outstanding payments, ensuring timely repayments, and maintaining positive customer relationships. The role involves conducting thorough customer vetting, regular customer engagement, addressing account-related concerns, maintaining accurate records, and supporting overall portfolio quality by keeping customer accounts in good standing.

The successful agent will exemplify and embrace Tugende’s Core Values of: Integrity, Empathy, Solutions Oriented, Work as a Team and Always Growing

Key Responsibilities

• Customer Vetting & Acquisition: Vet and onboard prospective customers by assessing eligibility, verifying information and documentation, conducting required checks, and supporting customer acquisition in line with Tugende’s credit requirements and policies.
• Loan Management: Manage customer loans throughout the loan cycle by monitoring repayments, following up on outstanding payments, addressing customer concerns, and escalating defaulting accounts appropriately.
• Incident Management: Manage and coordinate customer incidents such as accidents, sickness, theft, and asset impoundment, including supporting insurance claims, asset recovery, and related processes.
• After-Sales & Customer Retention: Maintain strong customer relationships, understand evolving customer needs, gather feedback, support customer retention, and identify opportunities for additional products and services.
• Data, Systems & Transparency: Maintain accurate and up-to-date customer records, document all customer interactions and agreements in the CRM and approved systems, and ensure compliance with Tugende’s credit, documentation, and transparency requirements.

Qualifications and Skills:

• A’ level and above.
• 1 years of field based experience
• At least 1 year of experience in loan management and collections
• Excellent communication and interpersonal skills.
• Familiarity with lending products, financial services and CRM software.

Personal Attributes and Abilities:

• Outstanding communication and interpersonal skills to enable engagement with different stakeholders
• Strong negotiation and problem-solving skills
• Ability to manage multiple accounts and meet targets
• Professional, courteous, and empathetic approach to clients
• Self-motivated, goal-oriented, and detail-driven
• Unquestionable integrity and commitment to ethical standards
• Good computer skills

b) Sales Agents

The Sales Agent will be responsible for driving customer acquisition, generating new business, and achieving assigned sales targets. You will actively identify and engage prospective customers, promote and explain the company’s products and services, convert leads into customers, and build strong relationships that support business growth.

Key Responsibilities:

• Customer Acquisition & Engagement: Identify, engage, and convert prospective customers while building strong relationships with existing clients and community leaders.
• Product Promotion: Effectively explain Tugende’s products, services, and credit/lease processes and provide solutions aligned to customer needs.
• Sales & Target Achievement: Develop and execute sales activities to consistently meet or exceed assigned targets and drive demand for Tugende’s products.
• Lead Generation: Generate new leads through field visits, referrals, community engagement, networking, phone calls, outreach activities, and other sales initiatives.
• Sales Presentations & Follow-Up: Conduct product presentations and demonstrations, respond to customer enquiries, address concerns, and follow up on leads through to conversion.
• Market & Competitor Insights: Monitor customer needs, market trends, competitor activities, and opportunities within the assigned area and share insights to improve sales performance.
• Branch & Community Activation: Work closely with the Branch Executive, Account Managers, Marketing Team, and other branch staff to implement activities that increase product awareness and customer acquisition.
• Sales Reporting & CRM: Maintain accurate records of leads, customer interactions, sales activities, and conversions in the CRM and provide timely sales reports and forecasts.
• Continuous Market Development: Identify gaps, opportunities, and specific support required from the branch or marketing teams to increase sales and strengthen Tugende’s presence in the market.

Qualifications and Skills:

• A- level and above
• Previous experience in sales, customer service, or a related field
• Strong communication, negotiation, and presentation skills
• Goal-driven with a proven track record of meeting or exceeding sales targets
• Self-motivated with a positive, can-do attitude
• Ability to build rapport and establish trust with customers
• Good computer skills
• Excellent communication and interpersonal skills.

c) Recovery Agents

The 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:

• Portfolio & Debt Recovery: Manage an assigned portfolio of overdue accounts and ensure outstanding payments are recovered in a timely, professional, and effective manner.
• Demand & Recovery Actions: Issue demand notices, follow up on overdue accounts, and take appropriate recovery action in line with Tugende’s policies and procedures.
• Asset Recovery: Facilitate the recovery and impoundment of assigned assets, ensuring all recovered assets are properly recorded, booked into branch inventory, and tracked in real time.
• Payment Plans & Negotiations: Engage customers to agree on realistic repayment arrangements, monitor adherence to payment plans, and take appropriate action where commitments are not met.
• Customer Engagement & Complaints: Handle customer engagements, complaints, and disputes professionally while balancing effective recovery with positive customer relationships.
• Case Management & Documentation: Maintain accurate and timely records of all customer communications, recovery activities, negotiations, and case developments in the CRM and approved systems.
• Escalation & Collaboration: Work closely with Branch Teams, Head Office Recovery, Legal, and other internal or external stakeholders to facilitate recovery actions, escalations, and resolution of complex cases.
• Portfolio Review & Recommendations: Review customer payment history and recovery progress and make recommendations on unproductive leases or termination in line with Tugende’s policies and guidelines.
• Reporting: Provide timely and accurate updates and reports on recovery cases, payment commitments, asset recovery, and overall portfolio performance.
• Legal & Court Support: Support court and legal proceedings when required, including attending hearings and providing relevant documentation or clerical support as directed by the supervisor or appointed legal counsel.

Qualifications and Skills:

• Diploma and above
• 1 of experience in debt recovery, credit control, or a similar role is preferred
• Excellent communication and negotiation skills
• Knowledge of relevant debt recovery legislation and best practices.
• Strong communication skills, both written and verbal, with the ability to negotiate effectively.
• Excellent organisational skills and attention to detail.
• Ability to handle sensitive situations with tact and professionalism.
• Proficient in using MS Office or similar software.
• Ability to work under pressure and meet targets.

Please note: These agents roles are purely commissioned based roles and not salary roles.

• Customer Vetting & Acquisition: Vet and onboard prospective customers by assessing eligibility, verifying information and documentation, conducting required checks, and supporting customer acquisition in line with Tugende’s credit requirements and policies.
• Loan Management: Manage customer loans throughout the loan cycle by monitoring repayments, following up on outstanding payments, addressing customer concerns, and escalating defaulting accounts appropriately.
• Incident Management: Manage and coordinate customer incidents such as accidents, sickness, theft, and asset impoundment, including supporting insurance claims, asset recovery, and related processes.
• After-Sales & Customer Retention: Maintain strong customer relationships, understand evolving customer needs, gather feedback, support customer retention, and identify opportunities for additional products and services.
• Data, Systems & Transparency: Maintain accurate and up-to-date customer records, document all customer interactions and agreements in the CRM and approved systems, and ensure compliance with Tugende’s credit, documentation, and transparency requirements.
• Customer Acquisition & Engagement: Identify, engage, and convert prospective customers while building strong relationships with existing clients and community leaders.
• Product Promotion: Effectively explain Tugende’s products, services, and credit/lease processes and provide solutions aligned to customer needs.
• Sales & Target Achievement: Develop and execute sales activities to consistently meet or exceed assigned targets and drive demand for Tugende’s products.
• Lead Generation: Generate new leads through field visits, referrals, community engagement, networking, phone calls, outreach activities, and other sales initiatives.
• Sales Presentations & Follow-Up: Conduct product presentations and demonstrations, respond to customer enquiries, address concerns, and follow up on leads through to conversion.
• Market & Competitor Insights: Monitor customer needs, market trends, competitor activities, and opportunities within the assigned area and share insights to improve sales performance.
• Branch & Community Activation: Work closely with the Branch Executive, Account Managers, Marketing Team, and other branch staff to implement activities that increase product awareness and customer acquisition.
• Sales Reporting & CRM: Maintain accurate records of leads, customer interactions, sales activities, and conversions in the CRM and provide timely sales reports and forecasts.
• Continuous Market Development: Identify gaps, opportunities, and specific support required from the branch or marketing teams to increase sales and strengthen Tugende’s presence in the market.
• Portfolio & Debt Recovery: Manage an assigned portfolio of overdue accounts and ensure outstanding payments are recovered in a timely, professional, and effective manner.
• Demand & Recovery Actions: Issue demand notices, follow up on overdue accounts, and take appropriate recovery action in line with Tugende’s policies and procedures.
• Asset Recovery: Facilitate the recovery and impoundment of assigned assets, ensuring all recovered assets are properly recorded, booked into branch inventory, and tracked in real time.
• Payment Plans & Negotiations: Engage customers to agree on realistic repayment arrangements, monitor adherence to payment plans, and take appropriate action where commitments are not met.
• Customer Engagement & Complaints: Handle customer engagements, complaints, and disputes professionally while balancing effective recovery with positive customer relationships.
• Case Management & Documentation: Maintain accurate and timely records of all customer communications, recovery activities, negotiations, and case developments in the CRM and approved systems.
• Escalation & Collaboration: Work closely with Branch Teams, Head Office Recovery, Legal, and other internal or external stakeholders to facilitate recovery actions, escalations, and resolution of complex cases.
• Portfolio Review & Recommendations: Review customer payment history and recovery progress and make recommendations on unproductive leases or termination in line with Tugende’s policies and guidelines.
• Reporting: Provide timely and accurate updates and reports on recovery cases, payment commitments, asset recovery, and overall portfolio performance.
• Legal & Court Support: Support court and legal proceedings when required, including attending hearings and providing relevant documentation or clerical support as directed by the supervisor or appointed legal counsel.

• Excellent communication and interpersonal skills.
• Familiarity with lending products, financial services and CRM software.
• Outstanding communication and interpersonal skills to enable engagement with different stakeholders
• Strong negotiation and problem-solving skills
• Ability to manage multiple accounts and meet targets
• Professional, courteous, and empathetic approach to clients
• Self-motivated, goal-oriented, and detail-driven
• Unquestionable integrity and commitment to ethical standards
• Good computer skills
• Strong communication, negotiation, and presentation skills
• Goal-driven with a proven track record of meeting or exceeding sales targets
• Self-motivated with a positive, can-do attitude
• Ability to build rapport and establish trust with customers
• Excellent communication and interpersonal skills.
• Excellent communication and negotiation skills
• Knowledge of relevant debt recovery legislation and best practices.
• Strong communication skills, both written and verbal, with the ability to negotiate effectively.
• Excellent organisational skills and attention to detail.
• Ability to handle sensitive situations with tact and professionalism.
• Proficient in using MS Office or similar software.
• Ability to work under pressure and meet targets.

• A’ level and above.
• 1 years of field based experience
• At least 1 year of experience in loan management and collections
• A- level and above
• Previous experience in sales, customer service, or a related field
• Diploma and above
• 1 of experience in debt recovery, credit control, or a similar role is preferred