Job Description

Reports To: Manager - Billing and Collections
Division: Customer Relations and Experience

Mission:

• Contribute to the sustenance of the MTN brand by driving revenue collections through digital payment channels
• Implement revenue impacting activities in accordance with policies, process, and procedures

Description:

• Reconciliation
• • Reconcile customer bank statements with internal financial records, identifying discrepancies and resolving issues.
  • Conduct daily checks on digital payment platform reports to reconcile payment gateway transactions for onward processing of refunds.
  • Capture successful transactions (Airtime/Data) that are unfulfilled for various payment options (Bank Pay/USSD/Card/NQR/MoMo) via channels like eShop and myMTN App.
  • Conduct daily reconciliation of unfulfilled transactions for MoMo and share with relevant stakeholders for refunds.
  • Conduct daily reconciliation of eShop revenue streams (Device/Data) to ensure alignment with the payment gateway platform.
  • Reconcile bank statements and payments from the MTN Collections account to identify and post payments for Consumer and SME accounts, avoiding unidentified payments.
  • Conduct reconciliation for MoD successful transactions that are unfulfilled and escalate to vendors for refunds.
  • Reconcile MTN Internal Accounts (Staff PABX, HyConnect, Test Customer/Test Roamer).
  • Conduct account reconciliations on postpaid accounts related to payment complaints.
• Transaction Verification
• • Verify transactions such as payments, receipts, and transfers to ensure accuracy and legitimacy.
  • Investigate and resolve discrepancies such as missing payments or incorrect transactions.
  • Process daily chargeback transactions from payment processors, banks, fintech's and validate each case by providing successful transaction evidence or rejecting invalid claims.
  • Approve requests for unfulfilled transactions to aid speedy refunds.
  • Implement debit reconciliation on accounts migrating from postpaid to prepaid.
  • Pass credit/debit adjustments on wrong recharge escalations for consumer postpaid and prepaid lines.
• Reporting and Monitoring
• • Generate daily, weekly, and monthly reports on failed bank recharges and other operational reports as required.
  • Generate monthly business performance reports for the functional area.
  • Monitor various digital bill payment channels (Web Bill payment portal, myMTN NG, Web, eShop, Zigi, etc.) daily to identify users and reconcile accounts to ensure fulfillment.
  • Manage the real-time monitoring dashboard and trigger fulfillment for unfulfilled payments to give value.
  • Follow up with the revenue management team to ensure accurate and prompt recording of cost center bills.
  • Generate daily SDP dumps from SAS for business decision-making.
• Compliance and Improvement
• • Ensure compliance with relevant laws, regulations, and company policies related to banking and reconciliation.
  • Continuously review and improve banking and reconciliation processes to increase efficiency and accuracy.
  • Develop and review policy, process, and procedure documents on banking and reconciliations.
  • Conduct user acceptance tests (UAT) on all automated payment channels and payment initiatives.
  • Ensure all trouble/service tickets logged to the team are promptly resolved and closed within the agreed Service Level Agreement.
  • Liaise with various stakeholders (IT/IS, 3rd party vendors, payment processors, banks, finance-revenue management)
• Effectively identify, resolve customer queries with timely follow‑through and feedback, while maintaining required service quality standards.
• Engage and Manage customers complaints on erroneous bank recharges from all Nigerian banks, convenient channels, and trade partners, collaborating with partners/banks for resolution.
• Efficiently support key account partnering banks on payment complaints.
• Receive payment advice from CRX/SME account officers, partners, sales partners, and frontline staff for adoption into clients’ accounts.

Education:

• First Degree in Finance, Accounting, Social Science
• Fluent in English

Experience:
3 - 7 years’ experience with experience working with others

• Experience working in a medium-sized organization.
• Experience in a call center (Prepaid & Postpaid) environment
• Experience in a Customer Service-related role
• Experience in Data Analysis, Reconciliation and Reporting using basic tools, e.g. Excel, SAS, SQL, etc.
• Experience working with at least one Billing System as a customer facing function
• Experience in Customer Relationship Management tool
• Understands Prepaid and Postpaid Charging concepts.
• Attention to details

We at MTN Nigeria Communications Plc (MTNN) are a purpose and value-led organization.

At MTN Nigeria, we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, every day. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood, and empowered to live an inspired life.

Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be - it is in our DNA.

As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us!

Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers, and stakeholders with a vision to realise our shared goals.

We are delighted that you consider us your career partner to make a mark in the world. We wish you a rewarding career.

Do you want to be a part of a mission that delivers a bold new digital world to Nigeria and Nigerians?

Obsessions: How We Do It

The behaviors that keep our culture strong and safe.

1. Light It Up!

Always Do This:

🔹 Bring all your heart and all your smarts to us.

Never Do This:

❌ Never doubt your value here or let anyone else do it. And never do it to anyone yourself.

2. Raise Your Hand. Speak Your Mind.

Always Do This:

🔹 Respectfully but firmly challenge any threat to what we stand for.

Never Do This:

❌ Never hesitate to tell the truth as you see it, to whoever you have to tell. And never cause others to fear telling you.

3. Collaborate. Don’t Isolate.

Always Do This:

🔹 Share what you know and respect what others can teach you.

Never Do This:

❌ Never think that you are great unless you help make others great too.

4. Things Always Get Better Here.

Always Do This:

🔹 Take your own steps forward to improve and strengthen us.

Never Do This:

❌ Never believe or cause others to believe that "not now" means "not ever."

Do you want to be a part of a mission that delivers a bold new digital world to Nigeria and Nigerians?

Then, join MTN Nigeria!

Welcome to our Y’ello Family, where our people are our most critical competitive assets.

If you are passionate about working for a brand that believes in YOU, invests in YOU, and delivers the best value to those we serve, then THIS is the place

Our Employee Value Proposition enables you to:

🟡 Work with meaning

🟡 Connect to develop

🟡 Thrive in positivity

🟡 Grow with purpose

Live inspired.

It’s a great place to work! Take that bold step and apply today!

*Eligible Females and People with Disabilities are encouraged to apply.

*MTN Nigeria Communications Plc (MTN) does not and will never ask for payment of any kind from applicants in all MTN’s recruitment processes and stages such as job application, CV review, interview, meeting, and final processing of applications.

*MTN is not liable for fraudulent publication of job offers in MTN’s name or for the fraudulent use of MTN’s name in any manner whatsoever.

For whistle blowing and reporting fraudulent recruitment activities, contact us via MTNN.ForensicServices@mtn.com

By applying for this job, I am confirming that I have completed the job application privacy notice on MTN Nigeria job site ( https://www.mtn.ng/career/).