Customer Experience Administrator

Old Mutual · Lilongwe, Malawi

Posted October 28, 2026Listing expires November 6, 2026

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

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