Customer Experience Administrator

About the role

Old Mutual is hiring a Customer Experience Administrator in Lilongwe to support its digital lending products. The role guides customers through the loan application process, verifies their information, ensures onboarding requirements are met and coordinates the timely resolution of customer queries and disbursement-related exceptions.

Key responsibilities

• Guide customers through the digital loan application, explain required documents and stages, and review applications for completeness and compliance.
• Verify identification, employment information, payslips and other documents against KYC and onboarding procedures, and track applications from submission to completion.
• Support customers applying for Golden Reserve and employer payroll loans through approved digital channels.
• Confirm that pre-disbursement checks and approved loan terms are consistent across systems, that maker-checker controls are followed and that an audit trail is kept.
• Respond to customer enquiries about applications, documentation and loan status, record and track queries and complaints, and escalate complex or overdue cases.
• Maintain accurate electronic customer files, comply with KYC/AML and data protection requirements, and report suspected fraud promptly.
• Track applications, disbursements and unresolved queries, report recurring errors to the Operations Specialist and suggest improvements to the customer journey.

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, core banking systems, KYC or financial services is an advantage.

Required skills

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