Customer Experience Administrator - Digital Lending Onboarding

About the role

Old Mutual is hiring a Customer Experience Administrator to support its digital lending products. The role facilitates a smooth, accurate and compliant customer onboarding experience by guiding applicants through the application process, verifying their information, ensuring onboarding requirements are met and coordinating the timely resolution of customer queries and disbursement-related exceptions.

Key responsibilities

• 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 product requirements and onboarding procedures.
• Verify customer identification, employment information, payslips and employer details in line with KYC and onboarding procedures.
• Coordinate resolution of missing information, incomplete documentation and application errors, and support customers applying for Golden Reserve and employer payroll loans.
• Track applications from submission to completion and give timely status updates; escalate duplicate or inconsistent records.
• Confirm that pre-disbursement checks are done, approved loan terms are consistent across systems, approvals are evidenced and maker-checker controls are followed.
• Record, categorise and track customer queries and complaints, resolve routine ones within service standards and escalate complex or overdue cases.
• Maintain accurate electronic customer files, comply with KYC/AML and data protection requirements, and report suspected fraud or control breaches.
• Report recurring application errors to the Operations Specialist and suggest improvements to onboarding instructions and processing efficiency.

Required profile

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

Required skills

• Proficiency in Microsoft Office and electronic document management is desirable.
• Good computer literacy and data entry accuracy.
• Excellent customer service, communication and attention to detail.
• Ability to manage multiple applications, work under pressure and meet service deadlines.