Credit & Collections Team is committed to maintaining profitability through timely resolution and proper attention to the company receivables while preserving our customer relationship with the utmost integrity and confidentiality.
The Collections Administrator will be responsible for B2B collections and must possess strong critical thinking and decision-making skills. The ideal candidate will have strong communication, collaboration, and problem-solving abilities. Role will be working with our EMEA based customers and Sales teams within the European time zone.
Working Time: 2PM-11PM (1 hour break)
Responsibilities:
- Performs a wide variety of credit and collection functions.
- Provides customer service-based contact with external customers to resolve payment.
- Coordinates and clearly communicates with external customers as well as internal customers in our sales, billing, accounts receivable, and operations departments.
- Prepares reports on status of collections items.
- Participates in collections conference calls and meetings with sales, collections, billing, and management.
- Attends and participates in staff meetings and training as provided.
- Maintains open accounts receivable aging reports and works to secure the timeliness of payments.
- Able to investigate payment discrepancies and identify root causes of mismatches.
- Conducts strategic escalations of accounts through the designated Collections system.
- Reviews and monitors delinquent accounts.
- Uses investigative and problem-solving skills to resolve issues.
- Maintains records on credit risks, delinquent accounts, and incomplete files.
- Maintains on account cash and processes necessary forms for write-offs and refunds following set procedures.
Qualifications:
- Demonstrates service orientation with a desire to exceed customer service expectations
- Excellent interpersonal and communication skills
- Adaptable and flexible with a positive attitude to a fast-paced, changing work environment
- Ability to collaborate within a team environment
- Proven ability to multitask in a time sensitive and deadline driven work environment
- Self-motivated and proactive, understands customer service levels and strives to achieve them daily across all projects
- Demonstrates strong work ethic
- Understanding of exchange rates, currency conversions, and how they impact account balances.
Education & Experience:
- Minimum 3+ years related collections work experience.
- Salesforce, SharePoint, GetPaid experience preferred.
- Software industry with a global footprint experience preferred.
- Experience supporting customers in different EMEA regions is highly valuable.
- High school diploma required. Post-secondary education a plus.
- Intermediate Excel proficiency required.
- Excellent customer service skills and ability to build relationships with internal and external customers.
- Excellent organization skills.
- Detail-oriented.
- Ability to define problems, collect data, establish facts, and draw valid conclusions
- Ability to preserve a high level of confidentiality.
- Fluent in English (both written and spoken) is a must. Able to communicate professionally with external & internal customers via email, phone, and online channels.
- Fluent in French and Spanish a plus
