Client Accounts Receivable Coordinator

4 weeks ago

Central And Western District, Hong Kong SAR China Sotheby's Full time
Position Summary:The

Client Accounts Receivable role

is responsible for providing exceptional client service for a portfolio of sales. This position oversees all client accounts activities from the auction through to payment and release on behalf of all internal and external clients whilst ensuring that all transactions comply with both internal and external financial rules and regulations. The responsibilities of this position include but are not limited to the following:Responsibilities:Client Accounts ActivitiesReviewing all pre-sale bid registrations (room, absentee, and telephone bid and online sale activity) to ensure that appropriate KYC and financial checks are confirmedTaking deposit or requesting bank reference when necessary and processing deposit refund for unsuccessful bidsManaging “no bid” clients and escalating requests as appropriate to ensure swift decision making and communication to clientsWorking closely with the bids office to reconcile all necessary information to invoice the sale and avoid after sale reinvoicing requestsOverseeing the billing and issuing of all client related financial outputs e.g. invoices, shipping invoices, statements, terms letters etc., working closely with the relevant post-sale coordinator and/or shipping lead (navigating Freshdesk tickets collaboratively to provide a streamlined client experience)Managing or escalating all extended payment term requests in respect of the corporate governance thresholds and ensuring all required documentation is obtained before a sale in coordination with the Business Manager/DirectorProactively “closing” a sale financially: collecting and managing all outstanding client debt and collaborating with CSO to facilitate collection or shipments once payment has been completedWorking with expert departments and relationship managers in respect of extended payment terms, property release, trade credit facilities, anti-money laundering (AML) regulations and debt collectionUsing discretion within corporate governance in respect of credit, payment terms, property release and the managing and collecting of charges (e.g. interest, storage)Managing chargebacks as part of the auto charge process as well as monitoring Adyen and StripeResponsible for all payment activity reconciliations (including wire and credit card payment reports)Supporting compliance-based activities, for example the collection of client due diligence forms (if required)Client Accounts ManagementResponsible for contributing to the end-to-end delivery of the positive client-first experienceSupporting in the compilation and maintenance of current process documentationMaintaining SLAs for client communication (phone; email; Freshdesk) and acting as point of escalation from 3rd parties (such as call centre)Being prepared to support applicable post-sale activity at both a regional and global levelStaying current with AML and other company policies & proceduresContributing to management reporting in respect of debtors and provisionsCollaborating with technical experts, e.g. payments team, legal, compliance, tax, wider finance team etc., and taking ownership of all escalated issues that relate to buyer paymentsCollaborating with all areas of client service operations to ensure high standards of service delivery to clients, practicing continuous improvement and being accountable for buyer NPS feedbackProviding ad hoc support, including covering cashiers counter as neededKey Skills and Experience:Degree holder in business administration or equivalent field preferredAt least 2 to 3 years’ related work experiencePrevious financial experience in a professional/financial services field or experience of debt collection in an international luxury business preferredExcellent client service skills with demonstrated capability in active listening, empathy, service orientation and patienceExemplary written and verbal communication skills and a high level of attention to detailA flexible and pragmatic thinker who will take ownership of situations and processes and manage them to conclusionUnderstanding of how to escalate to management appropriately to ensure a smooth client experienceHighest standard of confidentiality, discretion and work ethicOrganized, methodical and possesses a strong team spiritComfortable working in a fast-paced and reactive environment with the ability to remain calm under pressureAbility to work both independently and to partner with colleaguesPrior experience with SAP is an advantageStrong knowledge of Microsoft Office particularly Word, Excel, OutlookAble to work in the office especially on live sale days to support bidder vettingAble to work evenings and weekends as and when required

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