Recovery Officer

Old Mutual · Lilongwe, Malawi

Posted October 28, 2026Listing expires November 6, 2026

Job Description

To manage delinquent and high-risk loan accounts through structured follow-up, negotiation, repayment arrangements and approved recovery measures. The role will protect OMFIN’s loan portfolio by maximising recoveries, minimising the migration of arrears into non-performing loans and ensuring that recovery actions are properly documented and compliant with applicable laws and policies.

Key roles and responsibilities

A. Delinquency and recovery management

• Review arrears reports and identify accounts requiring intensified recovery action.
• Prioritise delinquent accounts according to arrears ageing, outstanding exposure, repayment behaviour and assessed recovery risk.
• Contact defaulting customers and engage them professionally to establish reasons for non-payment and agree realistic repayment commitments.
• Negotiate repayment arrangements within approved authority limits and document all agreed commitments.
• Monitor broken promises to pay and initiate appropriate follow-up action.
• Maintain regular contact with customers and relevant employer representatives where permitted and appropriate.
• Escalate persistent defaults, high-risk accounts and cases requiring management intervention.

B. Recovery strategy and portfolio protection

• Develop and implement account-level recovery plans for seriously delinquent accounts.
• Identify early warning indicators of potential default, including employment changes, repeated missed repayments and avoidance of contact.
• Work with Collections Administrators to ensure timely referral of delinquent accounts and continuity of collection records.
• Monitor the effectiveness of recovery strategies and recommend improvements based on recovery outcomes.
• Support the reduction of arrears, non-performing loans and credit losses through disciplined follow-up and appropriate escalation.

C. Employer and stakeholder engagement

• Coordinate with employer payroll and authorised employer representatives to investigate missed or discontinued deductions where appropriate.
• Follow up on repayment-related issues arising from resignation, retrenchment, termination or changes in employment, subject to the applicable loan agreement and legal requirements.
• Coordinate with internal stakeholders to establish accurate account balances and identify outstanding repayment obligations.
• Ensure that all third-party engagements respect customer confidentiality and approved information-sharing arrangements.

D. Documentation and escalation