Job description
Customer Experience Administrator
Posted by Mvungi Job Master
Employer: Old Mutual Malawi
Location: Lilongwe
Job Type: Full-time
Closing Date: Friday, 6 November 2026
Application Link: https://oldmutual.wd3.myworkdayjobs.com/Old_Mutual_Careers/job/Lilongwe/Customer-Experience-Administrator_JR-84828
About the Opportunity
Old Mutual invites applications from suitably qualified, motivated and experienced candidates for the position of Customer Experience Administrator.
The successful candidate will facilitate a smooth, accurate and compliant customer onboarding experience across OMFIN's digital lending products.
The role involves guiding customers through loan applications, verifying documentation, ensuring onboarding requirements are met, responding to customer enquiries and coordinating the resolution of disbursement-related issues.
Key Responsibilities
- Guide customers through the digital loan application process and explain documentation requirements, application stages and next steps.
- Review applications for completeness, consistency and compliance with approved product requirements.
- Verify customer identification, employment information, payslips, employer details and other required documents in accordance with approved KYC 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.
- Confirm that required onboarding documents and pre-disbursement checks have been completed.
- Verify approved loan terms and supporting records before disbursement processing.
- Ensure required approvals are documented and maker-checker controls are observed.
- Respond to customer enquiries about applications, documentation requirements, loan status and disbursement processes.
- Record, categorise and track customer queries and complaints, resolving routine enquiries within agreed service standards.
- Maintain accurate electronic customer files and comply with KYC/AML requirements, data protection standards and internal policies.
- Report suspected fraud, document tampering, identity inconsistencies or other control breaches promptly.
- Maintain trackers for applications, pending documentation, completed onboarding, disbursements and unresolved customer queries.
- Identify opportunities to improve customer communication, onboarding instructions and processing efficiency.
Key Requirements
- Bachelor's degree in Banking, Business Administration, Customer Service, Marketing, Finance or another relevant field.
- At least two years of experience in customer service, loan administration, banking operations, customer onboarding or a similar role.
- Experience handling customer documentation and maintaining confidential records.
- Good computer literacy and accurate data-entry skills.
- Proficiency in Microsoft Office and electronic document management is desirable.
Added advantages:
- Exposure to digital lending platforms or core banking systems.
- Familiarity with KYC procedures and financial services operations.
Key Performance Indicators
Performance will be assessed based on application completeness and onboarding accuracy, compliance with onboarding and disbursement turnaround times, reduction in avoidable processing delays, customer query acknowledgement and resolution, customer complaints, compliance with KYC and disbursement controls, and accuracy of electronic customer files.
How to Apply
Interested applicants should submit their applications through the official Old Mutual careers portal.
Closing date: Friday, 6 November 2026.
Applicants are encouraged to review the official vacancy page and submit their applications before the closing date.
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