Customer Experience Administrator

Old Mutual · Lilongwe

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Job Description

Key roles and responsibilities

A. Customer onboarding and application administration

• Guide customers through the digital loan application process and explain the 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 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.
• Ensure customer information is captured accurately in the relevant systems and that duplicate or inconsistent records are escalated for resolution.
• Track applications from submission to completion and provide timely status updates through approved channels.

B. Credit and disbursement controls

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

C. Customer service and query resolution

• Respond to customer enquiries regarding 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.
• Communicate clearly and professionally with customers, ensuring they understand the next steps and any outstanding requirements.
• Coordinate with Credit, Finance, Collections, Sales and other relevant teams to resolve customer issues.
• Maintain professional communication and protect customer confidentiality at all times.

D. Records management and compliance

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

E. Reporting and continuous improvement

• Maintain trackers for applications received, 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 or process issues affecting the customer journey.

E. Technical and behavioural competencies

• Excellent customer service and communication skills.
• Strong attention to detail and document verification skills.
• Good computer literacy and data entry accuracy.
• 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.

F Key performance indicators

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

G. Minimum qualifications

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

H Required experience

• 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.
• Exposure to digital lending platforms, core banking systems, KYC procedures or financial services is an advantage.

Skills

Competencies

Education

Closing Date

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