Collections Administrator

Old Mutual · Lilongwe

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Job Description

Key roles and responsibilities

A. Collections administration and reconciliation

• Maintain accurate and up-to-date records of loan repayments, outstanding balances, arrears and collection performance in the core banking system.
• Reconcile loan repayments received through payroll deductions, bank transfers, mobile money and other approved collection channels against system records and collection schedules.
• Investigate repayment discrepancies, unidentified receipts, missed deductions and under-deductions, escalating unresolved differences promptly.
• Prepare and validate employer payroll deduction schedules and follow up on confirmation of deductions and remittances.
• Monitor expected versus actual collections and ensure that payments are allocated to the correct customer accounts.
• Maintain a record of collection exceptions and ensure that outstanding items are resolved within agreed timelines.

B. Early-stage arrears management

• Monitor upcoming repayment dates and identify accounts at risk of missing their first or subsequent repayments.
• Contact customers with upcoming or overdue repayments through approved communication channels.
• Follow up on missed payments, partial deductions, failed transactions and broken repayment commitments.
• Record all collection interactions, promises to pay and agreed follow-up dates in the appropriate systems.
• Refer persistently delinquent or high-risk accounts to the Recovery Officer in accordance with the approved collections framework.

C. Employer and stakeholder coordination

• Follow up with employer payroll and finance teams regarding outstanding deduction schedules, discrepancies and delayed remittances.
• Maintain employer-level collection trackers and identify recurring payroll deduction failures.
• Escalate repeated employer-related collection issues to management for resolution.

D. Reporting and controls

• Prepare daily, weekly and monthly collections and arrears reports.
• Monitor collection efficiency, first-payment defaults, arrears ageing and other agreed portfolio indicators.
• Maintain complete supporting documentation for reconciliations and collection activities.
• Adhere to approved credit policies, customer confidentiality requirements, data protection standards and internal controls.
• Support internal and external audits by providing accurate and traceable collection records.

E . Technical and behavioural competencies

• Strong numerical and reconciliation skills.
• Good knowledge of loan repayment processes and arrears monitoring.
• Good Excel, reporting and data management skills.
• Attention to detail and accuracy.
• Strong communication, negotiation and follow-up skills.
• Integrity, confidentiality and a strong control mindset.
• Ability to work under pressure and meet strict deadlines.

F. Key performance indicators

• Timeliness and accuracy of collection reconciliations.
• Percentage of collection discrepancies resolved within agreed timelines.
• Collection efficiency against approved targets.
• First-payment default and early-arrears performance.
• Timeliness and accuracy of collections reporting.
• Number of unresolved collection exceptions and overdue follow-ups.

G. Minimum qualifications

• A bachelor’s degree in accounting, Banking, Finance, Business Administration, Microfinance or a related field.
• Basic computer literacy and proficiency in Microsoft Excel are essential.

H. Required experience

• At least two years of relevant experience in loan collections, credit administration, banking operations, reconciliations or microfinance.
• Experience in payroll deductions, loan repayment reconciliation or arrears monitoring will be an advantage.
• Experience using a core banking system or loan management system is desirable.

Skills

Competencies

Education

Closing Date

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