With a high level of professionalism with over 10 years of experience proven track records in various areas. I have a degree in BCOM (banking & finance option) and a certificate of training in Marketing and Sales, Customer Care Service and Credit Management.
A highly self-motivated, observant, quick learner and results driven person with knowledge in financial management, and a mindset always aiming at achieving the best in every task I set to do.
Very collaborative when working in teams while maintaining good interpersonal relations with colleagues at all levels. Eager to take up new learning opportunities and highly commendable at creative thinking with integrity, honesty, endurance, hard work, flexibility and professional commitment with ethical conduct while nurturing my career at the same time to expand my knowledge.
Skills
Enthusiastic and flexible approach to work
Customer mindset oriented
Focus and result oriented
Strong interpersonal and communication skills for effective customer engagement.
Self-motivated and proactive in seeking out new business opportunities.
Basic knowledge of marketing principles and contract bidding processes.
In depth knowledge of credit policies and recovering strategies.
Lobbying and Negotiation skills.
Ability to work independently and manage time effectively in the field.
Computer literate with knowledge in Ms Word, Excel, Presentation, Google doc, sheets and Survey forms, internet and email application
Ability to build and maintain client relationship,
Riding and Driving experience with a valid permit
Experience
Kray Microfinance Limited February 2024 to up to date.
Position: Territory Business Manager
Accomplishment:
Customer Acquisition and Retention.
Successfully executed the end-to-end management of the B2B sales funnel through lead generation, relationship building, and sales strategies
Increase number of onboarded active clients both for loans and saving accounts
Develop and Implement effective targeted marketing campaigns,community outreach and referral programs to meet or exceed sales at the different branches
Increased customer retention by providing or by offering customised financial solutions and service support and timely customer handling complaints.
Increase number of repeat borrowers and savers frequency of returning customers
Loan Portfolio Growth and Loan Recovery management
Provided technical support to the branch supervisors to monitor loan performance, strengthen credit assessments and ensure timely collections.Through Ensuring non performing loans are below 3% and recovery of 95%.
Generate loan reports on daily ,weekly and monthly across the territory to ensure low delinquency.
Increase loan disbursements by acquiring new clients and depending relationships with existing clients while Focusing on high potential products of first-fix and ezi-loans
Collection Growth:
Promote Micro-investment products to clients especially to women and micro-businesses and design promotions that encourage more deposits
Achieving a monthly total collection of ugx 260,000,000 monthly from saving accounts and fixed deposits as well monitoring the total savings and investment deposits ,number of new saving accounts opened and the average saving balance.
Compliance and Risk Management:
Ensure 100% adherence to policy by every staff by enacting a zero tolerance policy to any flouting policy and procedure.
Regularly review compliance reports ,conduct audits and ensure adherence to credit and operational policy.
Customer Engagement:
Coordinated activities of weekly customer calls (First time users) and customer retention calls to build a long-lasting relationship.
Gathered customer feedback in the field to understand their needs and preferences, relaying insights to the marketing team.
Market Research and Promotional Events:
Identified potential customer segments and analyzed local market trends to inform marketing and collection strategies.
Monitored competitor activities and report findings to support the development of effective marketing tactics.
Assisted in the set up and managed booths at local fairs and events, engaging with attendees to promote services.
Branch Performance Report and Analysis:
Ensure each branch achieves at least 95% monthly sales target for loans, deposits and recoveries.Through Managing the sales pipeline and progress, including updating CRM systems, tracking leads, and managing tasks and deadlines as well as Conduct follow up calls and visits and maintain a database for leads to increase sales.
Conduct performance reviews with branch supervisors ,set individual branch goals and support them with marketing and client engagement strategies.
Generate branch performance reports ,efficiency ratios and staff performance.
Tracked and reported on outreach activities, customer interactions, and lead generation metrics to assess effectiveness.
Staff Training and Development (Administrative Support):
Ensure at least 90% of branch staff complete relevant training sessions on loan products ,customer service and compliance within the first three months.Through ensuring product and compliance training.
Implement a structured training program ,track staff development progress and mentor high potential team members to ensure staff performance improvement and staff retention rates.
Maintained accurate records of field activities, customer interactions.
Assisted with training and general marketing tasks and supported other team members as needed.
Tugende Limited November 2022 to 8th-July 2023
Position: Collection coordinator
Responsibilities
Core Accounts Management
Ensured stable collection of payments from our customers
Monitored and enforced collections SOPs and Best Practices
Maintained and increased recovery rates of all overdue payments from customers
Predicted, detected and responded to deteriorations in areas of the portfolio.
Managed a stable consistent process of impounding and terminations for non-performing customers.
Develop, Improve and monitor the Branch Collections & cash Repayment
Proactively Identify areas for improvement and advise solutions and preventative measures.
Identified specified improved tool to increase collections efficiency.
Supported with the development of training programs to build capacity amongst the Account Mgt team with focus on, efficiency of Process and Speed of processes
Supported with the Coaching and mentoring of Account Managers to improve on their leadership and management styles.
Supported with the Implementation and improvement on the performance evaluation feedback.
Building and maintaining excellent Customer Service
Established a culture of customer service excellence
Maintained any system bottlenecks that impact client’s satisfaction.
Client retention management.
Mentor and Support Other team members.
Provided technical support to the accounts management team to prevent lease accounts from going bad/delinquency without compromising the Tugende customer protection guidelines
Supported and guided the security team on the information/documents to be obtained from the lost bike incidents management process.
Recommended contract and collection structuring improvements to management and implement the approved indicatives.
Reporting
Submitted weekly branch collection status reports indicating progress, challenges and way forward to the Branch Manager.
Tugende Limited June 2019 to October 2022
Position: Senior Accounts manager
Accomplishment:
Customer Acquisition (Finding clients)
Developed business prospects and leads
Marketing and sensitizing customers about existing company products and services.
Acquisition of new clients (through stage visits, visiting business centers, repeat client engagements) and Maintaining a maximum of 200 active leases.
Drove both up and cross- selling of additional solutions according to customer needs as well as referring leads to other business stakeholders
Vetting Clients and Guarantors
Conducted loan vetting of clients in alignment with the company Credit policy (Stage visits, Home visits and guarantor visits)
Documentation and capturing of all vetting information in the CRM System Approval of all vetted Client
Training and Administration
Re-emphasized the initial training done by the CRO-(customer relation officer) and take the clients once again through:
Terms and Reference of the Asset Acquisition. responsibility of the guarantors and Tugende’s expectation of them in supporting the Client. Payment terms - Prepayments and its benefits, Non-Payment and related penalty, acceptable payment channels and non-cash tolerance as well as emphasize Payment and the payment dates to avoid defaulting.
Educate and train clients about the Maisha Assets Insurance and how it works.
Enlightened clients on the reporting channels when their Assets have been stolen.
Updated the system when the clients and guarantors have completed the training.
Ensured all clients have their Tin and National ID captured under their profile on the system.
Disbursement
Ensured the clients are well versed with the acceptable payment channels for Tugende. No Cash
Informed clients about different payment channels and how the payments are made.
Emphasized the role of guarantors to ensure that payments are made on time.
Explained the agreement to the client, sign it off and give the client a copy of the signed
agreement for reference.
Loan management and Repayment
Follow-up on clients through phone calls, physical visits, document the conversations on the staff App, and ensure that customers make their full down payment.
Ensured clients are contacted and notified of their overdue payments.
Initiating recovery actions for loans in default including written-off loans in line with loan
recovery policy guidelines and procedures.
Ensured that the clients loan agreement is on file and easily accessed
Social Media and Online Presence:
Captured photos and content from field activities to enhance the company’s social media presence and marketing materials.
Supported online marketing efforts by sharing experiences and customer testimonials gathered in the field.
Incident Management
Coordinated escalation and collaborate with the clients during any incident
Submitted of client’s documentation relating to insurance that have been reported
After sales Services and Customer Satisfaction, experience follow up.
Up and Cross selling of the new products and services added existing and new clients.
Retention of existing clients - understanding their additional interests and checking if their objectives have been met.
SolarNow Services (U) Ltd October 2015 to May 2019
Position: Sales/Client service Team Leader _ Mukono Branch
Accomplishment;
Assessing clients who wish to take solar systems on credit to determine their capability to pay presented by the sales team
Assist in the preparation and submission of bids for contracts, including gathering necessary documentation and ensuring compliance with requirements.
Coordinate with internal teams to develop competitive pricing and proposals that align with company capabilities.
Follow up on submitted bids and maintain records of ongoing and completed bidding processes
Manage credit portfolio of the branch and Carrying out credit field visits to delinquent clients
Directly helping the sales team to boost sales by Meeting prospective clients, customers and partners
Making user training and enabling customer to understand terms of contract
Supervising installation done by the branch technician
Identifying prospective clients, customers and partners.
Achieving weekly and monthly sales targets and advising customers about delivery schedules and after-sales service
Keeping in contact with existing customers in person and by telephone
Recording orders and sending details to the sales office
Attending radio talk shows, Social events and Trade shows for market awareness.
DFCU Bank Mukono Branch January 2015 to September 2015
Position: Direct Sales representative
Conducting product demonstrations:
Scheduling and conducting in-person product demonstrations for individuals or groups
Opening up different account’s types for clients
Onboarding customers on mobile and click banking
Carrying out financial literacy seminars to interested groups i.e. community-based organizations.
Attending to customers queries, and complaints at the inquiry desk
Performing any other duty assigned to me by the branch manager.
Makerere university Kampala February 2014- to December 2014
Position held: volunteer at central stores finance department
Posting cash book and Preparing Bank Reconciliation Statements
Stock taking of the store items and arrangement of stores
Receive requisitions, process purchases and receive stocks
Record the store items on the respective bin cards and monitor the issues
Transferring materials from store to user departments
Preparing goods received notes (GRN) for items brought to the store.
Education
Makerere university 2010-2014
BCOM (banking & finance option)
Kireka high school 2008-2009
Uganda Advanced Certificate of Education (UACE)
Mubanda secondary school 2004-2007
Uganda Certificate of Education (UCE)
References
Leave a message for Tom Bunju
