OLD MUTUAL

Position: Customer Experience Administrator

Location: Lilongwe, Malawi

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

To facilitate a smooth, accurate and compliant customer onboarding experience across OMFIN’s digital lending products. The role will guide customers through the application process, verify application information, ensure that onboarding requirements are met and coordinate the timely resolution of customer queries and disbursement-related exceptions.

Key Roles And Responsibilities

Customer onboarding and application administration

1. Guide customers through the digital loan application process and explain the required documentation, application stages and next steps.
2. Review applications for completeness, consistency and compliance with approved product requirements and onboarding procedures.
3. Verify customer identification, employment information, payslips, employer details and other required documents in accordance with approved KYC and onboarding procedures.
4. Coordinate the resolution of missing information, incomplete documentation and application errors.
5. Support customers applying for Golden Reserve and employer payroll loans through approved digital channels.
6. Ensure customer information is captured accurately in the relevant systems and that duplicate or inconsistent records are escalated for resolution.
7. Track applications from submission to completion and provide timely status updates through approved channels.

Credit and disbursement controls

1. Confirm that required onboarding documentation and prescribed pre-disbursement checks have been completed.
2. Verify that approved loan terms and supporting records are consistent across the relevant systems before disbursement processing.
3. Ensure that all required approvals are evidenced and that maker-checker controls are observed.
4. Identify discrepancies, incomplete files and unusual application patterns and escalate them to the appropriate authority.
5. Avoid bypassing approved credit decisions, delegated authorities or mandatory control requirements.
6. Maintain a complete audit trail of onboarding checks and related customer communications.

Customer service and query resolution

1. Respond to customer enquiries regarding applications, documentation requirements, loan status and approved disbursement processes.
2. Record, categorise and track customer queries and complaints in the designated system or register.
3. Resolve routine enquiries within agreed service standards and escalate complex, sensitive or overdue cases.
4. Communicate clearly and professionally with customers, ensuring they understand the next steps and any outstanding requirements.
5. Coordinate with Credit, Finance, Collections, Sales and other relevant teams to resolve customer issues.
6. Maintain professional communication and protect customer confidentiality at all times.

Records management and compliance

1. Maintain accurate electronic customer files and ensure all required documentation is properly stored and retrievable.
2. Comply with KYC/AML requirements, data protection standards, customer due diligence procedures and internal policies.
3. Ensure that customer information is shared only with authorised parties and through approved channels.
4. Report suspected fraud, document tampering, identity inconsistencies or other control breaches promptly.
5. Support periodic quality checks, file reviews and audit requests.

Reporting and continuous improvement

1. Maintain trackers for applications received, pending documentation, completed onboarding, disbursements and unresolved customer queries.
2. Report recurring customer difficulties and application errors to the Operations Specialist.
3. Identify opportunities to improve customer communication, digital onboarding instructions and processing efficiency.
4. Provide feedback on system or process issues affecting the customer journey.

Technical and behavioural competencies

1. Excellent customer service and communication skills.
2. Strong attention to detail and document verification skills.
3. Good computer literacy and data entry accuracy.
4. Ability to manage multiple applications and follow up outstanding requirements.
5. Professionalism, patience and customer focus.
6. Integrity, discretion and respect for confidentiality.
7. Ability to work under pressure and meet service deadlines.

Key performance indicators

1. Application completeness and onboarding accuracy.
2. Compliance with agreed onboarding and disbursement turnaround times.
3. Number of applications delayed due to avoidable processing errors.
4. Timeliness of customer query acknowledgement and resolution.
5. Customer complaints attributable to onboarding and communication failures.
6. Compliance with KYC, documentation and disbursement controls.
7. Accuracy and completeness of electronic customer files.

Minimum qualifications

1. A bachelors degree in Banking, Business Administration, Customer Service, Marketing, Finance or another relevant field.
2. Proficiency in Microsoft Office and electronic document management is desirable.

Required Experience

1. At least two years of experience in customer service, loan administration, banking operations, customer onboarding or a similar role.
2. Experience handling customer documentation and maintaining confidential records.
3. Exposure to digital lending platforms, core banking systems, KYC procedures or financial services is an advantage.

Skills

Budget Management, Computer Literacy, Database Reporting, Data Classification, Data Compilation, Data Controls, Data Encoding, Data Modeling, Document Management, Financial Auditing, Management Reporting, Numerical Aptitude, Oral Communications, Report Review

Competencies

1. Business Insight
2. Collaborates
3. Communicates Effectively
4. Decision Quality
5. Ensures Accountability
6. Financial Acumen
7. Manages Complexity
8. Optimizes Work Processes

Closing Date: 06 November 2026 , 23:59

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https://oldmutual.wd3.myworkdayjobs.com/Old_Mutual_Careers/job/Lilongwe/Customer-Experience-Administrator_JR-84828