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Old Mutual · Lilongwe, Malawi
Listing 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
- Maintain complete and up-to-date recovery files, including contact histories, repayment commitments, correspondence and supporting evidence.
- Prepare cases for referral to legal advisers or other authorised recovery channels when approved escalation criteria are met.
- Ensure that legal and formal recovery actions are initiated only through approved processes and appropriate authority.
- Track escalated cases and follow up on outstanding actions until resolution.
- Maintain an accurate record of recovery costs, amounts recovered and outstanding balances.
E. Reporting and compliance
- Prepare daily, weekly and monthly reports on delinquent accounts, recoveries, broken promises to pay and recovery outcomes.
- Monitor recovery performance against assigned targets.
- Ensure that all recovery activities comply with applicable laws, customer protection standards, internal policies and approved communication practices.
- Avoid harassment, misleading representations, unauthorised disclosure of customer information or any other prohibited collection practices.
- Escalate suspected fraud, disputed balances, customer complaints and unusual account activity through approved channels.
F. Technical and behavioural competencies
- Strong negotiation, persuasion and conflict-resolution skills.
- Good understanding of credit risk, arrears management and recovery procedures.
- Strong numerical, analytical and reporting skills.
- Ability to manage difficult conversations professionally.
- Resilience, persistence and sound judgement.
- High integrity and respect for customer confidentiality.
- Strong organisation, documentation and follow-up skills.
G. Key performance indicators
- Amount and percentage of delinquent balances recovered.
- Recovery rate against assigned targets.
- Reduction in arrears and progression of accounts into higher delinquency categories.
- Percentage of broken repayment commitments followed up within agreed timelines.
- Number and value of accounts regularised or resolved.
- Timeliness and completeness of recovery documentation and reports.
- Compliance with approved recovery procedures and customer protection requirements.
H. Minimum qualifications
- A degree in Banking, Finance, Accounting, Business Administration, Credit Management or a related field.
- Training or certification in credit management, debt collection or recovery will be beneficial.
I. Required experience
- At least two years of experience in loan collections, debt recovery, credit administration or delinquency management.
- Demonstrated experience negotiating repayment commitments and following up overdue accounts.
- Experience in microfinance, banking, payroll lending or other retail credit operations will be an advantage.
- Familiarity with arrears ageing, recovery reporting and loan management systems is desirable.
