OVERVIEW

Old Mutual invites applications from suitably qualified, experienced, and results-driven candidates for the position of Recovery Officer, based in Lilongwe, Malawi.

The successful candidate will manage delinquent and high-risk loan accounts through structured follow-ups, negotiations, repayment arrangements, and approved recovery measures. The role aims to protect OMFIN's loan portfolio by maximising recoveries, reducing the migration of arrears into non-performing loans, and ensuring that recovery actions are properly documented and compliant with applicable laws and organisational policies.

JOB TYPE: Not specified

Application Deadline: Friday, 6th November, 2026

POSITION: RECOVERY OFFICER

JOB SUMMARY

The Recovery Officer will manage overdue loan accounts, negotiate realistic repayment commitments, monitor recovery performance, and escalate persistent defaults through approved channels. The role also involves engaging authorised employer representatives where appropriate, maintaining accurate recovery records, preparing reports, and ensuring that all recovery activities comply with customer protection requirements and internal procedures.

KEY REQUIREMENTS

Academic, Professional Qualifications and Experience

Applicants must meet the following requirements:

Hold a degree in Banking, Finance, Accounting, Business Administration, Credit Management, or a related field.
Have at least two (2) years of experience in loan collections, debt recovery, credit administration, or delinquency management.
Demonstrate experience negotiating repayment commitments and following up on overdue accounts.
Have a good understanding of credit risk, arrears management, and recovery procedures.
Possess strong numerical, analytical, and reporting skills.
Demonstrate strong negotiation, persuasion, and conflict-resolution skills.
Be able to manage difficult conversations professionally.
Have strong organisational, documentation, and follow-up skills.
Demonstrate resilience, persistence, sound judgement, and high integrity.
Respect customer confidentiality and comply with approved recovery procedures.

ADDED ADVANTAGE

Training or certification in credit management, debt collection, or recovery.
Experience in microfinance, banking, payroll lending, or other retail credit operations.
Familiarity with arrears ageing, recovery reporting, and loan management systems.

DUTIES AND KEY RESPONSIBILITIES

1. 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 professionally to establish reasons for non-payment and agree on 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.

2. 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.

3. Employer and Stakeholder Engagement

Coordinate with employer payroll teams and authorised employer representatives to investigate missed or discontinued deductions where appropriate.
Follow up on repayment 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.

4. 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 legal and formal recovery actions are initiated only through approved processes and with appropriate authority.
Track escalated cases and follow up on outstanding actions until resolution.
Maintain accurate records of recovery costs, amounts recovered, and outstanding balances.

5. 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 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 other prohibited collection practices.
Escalate suspected fraud, disputed balances, customer complaints, and unusual account activity through approved channels.

KEY PERFORMANCE INDICATORS (KPIs)

Performance will be assessed against indicators including:

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.

HOW TO APPLY

Interested and suitably qualified candidates should submit their applications through the official Old Mutual careers portal.

Application Link: Apply for Recovery Officer – Old Mutual

Closing Date: Friday, 6th November, 2026

Applicants are encouraged to review the official vacancy page and submit their applications before the closing date.