Sotheby's | Client Accounts Receivable Coordinator

6 days ago

hong kong, 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 Activities

  • Reviewing all pre-sale bid registrations (room, absentee, and telephone bid and online sale activity) to ensure that appropriate KYC and financial checks are confirmed
  • Taking deposit or requesting bank reference when necessary and processing deposit refund for unsuccessful bids
  • Managing “no bid” clients and escalating requests as appropriate to ensure swift decision making and communication to clients
  • Working closely with the bids office to reconcile all necessary information to invoice the sale and avoid after sale reinvoicing requests
  • Overseeing 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/Director
  • Proactively “closing” a sale financially: collecting and managing all outstanding client debt and collaborating with CSO to facilitate collection or shipments once payment has been completed
  • Working with expert departments and relationship managers in respect of extended payment terms, property release, trade credit facilities, anti-money laundering (AML) regulations and debt collection
  • Using 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 Stripe
  • Responsible 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 Management

  • Responsible for contributing to the end-to-end delivery of the positive client-first experience
  • Supporting in the compilation and maintenance of current process documentation
  • Maintaining 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 level
  • Staying current with AML and other company policies & procedures
  • Contributing to management reporting in respect of debtors and provisions
  • Collaborating 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 payments
  • Collaborating 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 feedback
  • Providing ad hoc support, including covering cashiers counter as needed

Key Skills and Experience:

  • Degree holder in business administration or equivalent field preferred
  • At least 2 to 3 years’ related work experience
  • Previous financial experience in a professional/financial services field or experience of debt collection in an international luxury business preferred
  • Excellent client service skills with demonstrated capability in active listening, empathy, service orientation and patience
  • Exemplary written and verbal communication skills and a high level of attention to detail
  • A flexible and pragmatic thinker who will take ownership of situations and processes and manage them to conclusion
  • Understanding of how to escalate to management appropriately to ensure a smooth client experience
  • Highest standard of confidentiality, discretion and work ethic
  • Organized, methodical and possesses a strong team spirit
  • Comfortable working in a fast-paced and reactive environment with the ability to remain calm under pressure
  • Ability to work both independently and to partner with colleagues
  • Prior experience with SAP is an advantage
  • Strong knowledge of Microsoft Office particularly Word, Excel, Outlook
  • Able to work in the office especially on live sale days to support bidder vetting
  • Able to work evenings and weekends as and when required
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