Client Accounts Receivable Manager

THE ROLE

Established in 1744, Sotheby’s is the world’s largest, most trusted and dynamic marketplace for art and luxury. We empower our international community of collectors and connoisseurs to discover, acquire, finance and consign fine art and rare objects. Our reputation for trust and authenticity is backed by our unparalleled global network of specialists spanning 40 countries and 50 categories, which include Contemporary Art including NFTs, Modern and Impressionist Art, Old Masters, Chinese Works of Art, jewellery, watches, wine and spirits, and interiors, among many others. Guided by our forward-thinking spirit of innovation, we host over 600 auctions annually and offer a cross-category selection of items available for immediate purchase via both digital and physical shopping experiences as well as private sales.

The Client Accounts Receivable Manager 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

• Overseeing the billing and issuing of all client related financial outputs e.g. 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 “no bid” clients and escalate 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
• Taking deposit or requesting bank reference when necessary and processing deposit refund for unsuccessful bids
• Managing or escalating all extended payment term requests in respect of the corporate governance thresholds and ensure all required documentation is obtained before a sale in coordination with the business manager/director
• Proactively “close” a sale financially: collecting and managing all outstanding client debt and collaborating with client service operations 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)
• Support 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
• Maintain SLAs for client communication (phone; email; Freshdesk) and act as point of escalation from 3^rd Parties (such as call centre)
• Be prepared to support applicable client account 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 take 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, practice continuous improvement and be accountable for buyer NPS feedback
• Providing ad hoc support, including covering cashiers counter as needed

IDEAL EXPERIENCE & COMPETENCIES

• Degree holder in business administration or equivalent field preferred
• At least 4-5+ 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

A second European language, particularly French, German or Italian, is preferred but not required

The proposed base salary for this position ranges from $60,000-$70,000. In addition to base salary successful candidates are eligible to receive a discretionary bonus, as well as a competitive benefits package. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered.