Officer – Debt Recovery, Customer Services at MTN Nigeria


MTN is a leading telecommunications company, providing cutting edge services in Africa. We are recruiting to fill the following vacancy:

Job Title: Officer – Debt Recovery, Customer Services

Job Identification: 1857
Location: Ikoyi, Lagos
Job Schedule: Full time
Job Category: MTN Level 2
Reports To: Manager Billing and Collections
Division: Customer Relations


  • Identify likely to be suspended postpaid consumer accounts for recovery purposes (managed/unmanaged accounts)
  • Conduct Post suspension checks to ensure paid-up accounts are active and escalate irregularities
  • Conduct Manual claw-back process and revoke of suspension where necessary
  • Deploy timely debt collection interventions on Consumer Post-paid Accounts with collectible and bad debt from utilized credit limit to attain divisional/business performance target.
  • Negotiate and agree to payment plan terms with customer on aged debt for collections in line with policy.
  • Liaise with Key Account Management and Outbound team for customer engagement on collection intervention
  • Prepare and dispatch Demand Letters to accounts in Bad Debt and Quarantine.
  • Monitor Pre-dunning & Post-Dunning activities before and after soft suspension of customers.
  • Prepare and submit key business performance reports on weekly, monthly, Bi-annual and annual basis including other ad-hoc reports.
  • Identify Consumer Postpaid ported accounts and deploy recovery interventions
  • Identify, log IT issues affecting the Unit’s day-to-day activities and follow through to resolution, averting revenue leakages and achieve the team/unit’s KPI.
  • Spool and report indebted VIP Accounts to the VIP Helpdesk team for debt collection follow-up.
  • Generate of data file, collate and submit Consumer Postpaid Ageing Report, Debit & Credit positions and MCC Report to the Credit management unit in Finance.
  • Generate, Compile, Analyze and submit Monthly Revenue & Collections Report to top management.
  • Periodic Identification & Compilation of Bad debt & Write-Off accounts listing to Credit Bureau and delisting of paid-ups via Credit management unit.
  • Carry out Validation, Mining, Interpretation & Analyzing of all Business Reports (Ageing/Billing Accounts Summary etc.).
  • Ensure daily monitoring & reporting of Revenue Vs Ongoing Collection progress to Customer Relations Management
  • Ensure data gathering, preparation, analysis and submission of Billing & Collections Unit Performance Monthly Reports to Management for presentation at monthly review session.
  • Participate in Projects, User Acceptance Test to ensure accuracy in execution and delivery of process, product or services.
  • Participate in weekly Customer Experience (CEX) sessions and follow-up on issues raised.
  • Ensure Consumer Post-paid Bad Debt reduction by year end to =< 5%.


  • First Degree in Banking & Finance, Economics, Accounting, Law.
  • Fluent in English.


  • 3 – 7 years’ experience including:
    • Experience in data analysis, debt collections/prevention & management
    • Experience in consumer post-paid billing & collections operation
    • Experience working in a medium-sized organization
    • Prior experience in Customer management and Negotiation
    • Experience in managing complex processes and procedures
    • proficiency in use of MS Excel and Power point

Application Closing Date
30th January, 2023 (11:59PM).

Method of Application
Interested and qualified candidates should:
Click here to apply online



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