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