Collections Administrator (B2B) - London

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Job Description:

Datasite’s Credit & Collections Team is committed to maintaining profitability through timely resolution of receivables while preserving customer relationships with integrity and confidentiality.

The Collections Administrator will support B2B collections for EMEA-based customers, partnering with Sales, Billing, Accounts Receivable, and Operations to resolve payment issues and maintain an effective credit control process. The ideal candidate will have strong communication, collaboration, critical thinking, decision-making, and problem-solving skills.

Responsibilities:

• Performs a wide variety of credit and collection functions for B2B customer accounts.
• Provides customer service-focused communication with external customers to resolve payment delays, disputes, and account issues.
• Coordinates and clearly communicates with external customers and internal partners, including Sales, Billing, Accounts Receivable, and Operations.
• Reviews and monitors open accounts receivable aging, prioritizing delinquent accounts and taking appropriate action to secure timely payment.
• Prepares reports on the status of collection activities, escalations, and outstanding receivables.
• Participates in collections conference calls and meetings with Sales, Collections, Billing, and management.
• Investigates payment discrepancies, identifies root causes of mismatches, and partners with the appropriate teams to resolve issues.
• Conducts strategic escalations of accounts through the designated Collections system.
• Supports collections activity across multiple EMEA markets, including multi-currency balances, regional payment practices, and customer communication across different time zones.
• Maintains records on credit risks, delinquent accounts, incomplete files, collection activity, and account status updates.
• Maintains on-account cash and processes necessary forms for write-offs and refunds following set procedures.
• Attends and participates in staff meetings and training as provided.

Qualifications:

• Demonstrates service orientation with a desire to exceed customer service expectations.
• Excellent interpersonal, written, and verbal communication skills.
• Adaptable and flexible with a positive attitude in a fast-paced, changing work environment.
• Ability to collaborate effectively within a team environment and across departments.
• Proven ability to multitask in a time-sensitive and deadline-driven work environment.
• Self-motivated and proactive, with a strong understanding of customer service levels and a daily focus on achieving them.
• Demonstrates a strong work ethic, sound judgment, and attention to detail.
• Understanding of exchange rates, currency conversions, and how they impact account balances.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to preserve a high level of confidentiality.

Required Education & Experience:

• University degree from a recognised educational institution or equivalent experience.
• Minimum of 3+ years of related B2B collections experience.
• Intermediate Excel proficiency.
• Excellent customer service skills and ability to build relationships with internal and external customers.
• Excellent organization skills and strong attention to detail.
• Fluency in English, both written and spoken, is required.
• Ability to communicate professionally with external and internal customers via email, phone, and online channels.

Preferred Experience:

• Salesforce, SharePoint, and GetPaid experience.
• Software industry experience, particularly within a global organization.
• Experience supporting customers across different EMEA regions.
• French and/or Spanish fluency preferred.

Work Location & Flexibility

This position is based in our London office and follows a hybrid work model. Employees in these locations are expected to work on-site a minimum of two days per week. Please note that specific business units or role requirements may necessitate additional in-office days based on team collaboration needs or operational priorities.

Our company is committed to fostering a diverse and inclusive workforce where all individuals are respected and valued. We are an equal opportunity employer and make all employment decisions without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, disability, protected veteran status, or any other protected characteristic. We encourage applications from candidates of all backgrounds and are dedicated to building teams that reflect the diversity of our communities.