Customer Experience Administrator

Location: Lilongwe
Employment type: Full-time
Job reference: JR-84828
Closing date: 6 November 2026 at 23:59

Job overview

Old Mutual seeks a Customer Experience Administrator to facilitate a smooth, accurate and compliant customer onboarding experience across OMFIN’s digital lending products.

The successful candidate will guide customers through the application process, verify information and documentation, ensure onboarding requirements are met, and coordinate the timely resolution of customer queries and disbursement-related exceptions.

Key responsibilities

Customer onboarding and application administration

• Guide customers through the digital loan application process, explaining required documentation, application stages and next steps.
• Review applications for completeness, consistency and compliance with approved product requirements and onboarding procedures.
• Verify customer identification, employment information, payslips, employer details and other required documents in accordance with approved Know Your Customer (KYC) and onboarding procedures.
• Coordinate the resolution of missing information, incomplete documentation and application errors.
• Support customers applying for Golden Reserve and employer payroll loans through approved digital channels.
• Capture customer information accurately and escalate duplicate or inconsistent records for resolution.
• Track applications from submission to completion and provide timely status updates through approved channels.

Credit and disbursement controls

• Confirm that required onboarding documentation and prescribed pre-disbursement checks are complete.
• Verify that approved loan terms and supporting records are consistent across relevant systems before disbursement processing.
• Ensure required approvals are documented and maker-checker controls are observed.
• Identify and escalate discrepancies, incomplete files and unusual application patterns.
• Adhere to approved credit decisions, delegated authorities and mandatory controls.
• Maintain a complete audit trail of onboarding checks and customer communications.

Customer service and query resolution

• Respond to enquiries about applications, documentation requirements, loan status and approved disbursement processes.
• Record, categorise and track customer queries and complaints in the designated system or register.
• Resolve routine enquiries within agreed service standards and escalate complex, sensitive or overdue cases.
• Clearly explain next steps and outstanding requirements to customers.
• Coordinate with Credit, Finance, Collections, Sales and other relevant teams to resolve customer issues.
• Maintain professional communication and protect customer confidentiality.

Records management and compliance

• Maintain accurate electronic customer files, ensuring documentation is properly stored and retrievable.
• Comply with KYC, anti-money laundering (AML), data protection, customer due diligence and internal policy requirements.
• Share customer information only with authorised parties through approved channels.
• Promptly report suspected fraud, document tampering, identity inconsistencies and other control breaches.
• Support quality checks, file reviews and audit requests.

Reporting and continuous improvement

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

Minimum qualifications

• A Bachelor’s degree in Banking, Business Administration, Customer Service, Marketing, Finance or another relevant field.
• Proficiency in Microsoft Office and electronic document management is desirable.

The listing also specifies Bachelor of Accounting (BAcc): Accounting and Business Administration under its education field.

Required experience

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

Technical and behavioural competencies

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

Additional skills

Budget management, database reporting, data classification, compilation, controls, encoding and modelling; document management; financial auditing; management reporting; numerical aptitude; oral communication; and report review.

Core competencies

• Business insight.
• Collaboration.
• Effective communication.
• Decision quality.
• Accountability.
• Financial acumen.
• Managing complexity.
• Optimising work processes.

Key performance indicators

• Application completeness and onboarding accuracy.
• Compliance with agreed onboarding and disbursement turnaround times.
• Applications delayed by avoidable processing errors.
• Timely acknowledgement and resolution of customer queries.
• Customer complaints arising from onboarding and communication failures.
• Compliance with KYC, documentation and disbursement controls.
• Accuracy and completeness of electronic customer files.

How to apply

Submit your application through the Old Mutual careers portal:

Apply for the Customer Experience Administrator position

Closing date: 6 November 2026 at 23:59.

Applications go directly to the employer, not to Malawi24.

Closing Date