Collections Analyst, EMEA at Netflix

The successful candidate will engage directly with customers and business partners, with a focus on practical problem-solving and collaboration. They will communicate effectively with senior management at customer organisations and within our internal teams. They will have the ability to negotiate and adapt to varied and changing scenarios, working toward constructive and practical resolutions. They will demonstrate strong attention to detail, manage and prioritise a large volume of requests and transactions with high accuracy, and take initiative to suggest and drive process changes and improvements.

In this role, you will

• Ensure that Netflix is paid on time by reviewing ageing reports and worklists regularly to identify and follow up on overdue balances in a timely manner.
• Reach out to customers with overdue balances via phone, email, or written communication to help ensure timely payment. Maintain a professional, courteous, and solution-focused approach when addressing late payments.
• Foster strong customer relationships to help ensure future payments are received on time and disputes are minimised.
• Provide high levels of customer service and professionalism in customer interactions whilst also ensuring company interests are protected.
• Be a trusted business partner and provide high service levels when interacting with internal Netflix teams and colleagues.
• Ensure detailed notes are kept on all interactions with the customer, including any requests for payment, disputes, agreements and commitments.
• Provide regular account reviews/account updates to your manager.
• Escalate accounts with persistent issues in a timely manner to your manager and business partners to assist in issue resolution.
• Prepare support packages for accounts that are being forwarded for write-offs, 3rd party collection, legal action, bankruptcy filings, etc., as needed.
• Address and resolve, in real time where possible, any disputes related to outstanding balances. Work with the customer and internal teams (Dispute Management, Sales, Legal, etc.) to support dispute resolution.
• Manage and maintain changes to customer contact, address, and other critical billing and reporting details.
• Ensure remittance details for incoming payments are received and that the Cash Applications team has the information needed to successfully post cash.
• Manage portal billing as required by the customers.
• Support monthly accounting close activities as needed.
• Assist in the development of strategies to reduce delinquency rates, increase speed of payment and minimise bad debt by analysing past-due accounts, identifying trends, process gaps, and making recommendations for process improvements.

Must Have Qualifications

• At least 4 years of deep knowledge and understanding of Accounts Receivable and Collections processes.
• Ability to manage a high volume of transactions and shifting priorities while maintaining quality and accuracy.
• Experience in communicating directly with customers regarding outstanding balances or billing issues.
• Effective communication skills (written and verbal), including the ability to explain issues clearly to customers and internal partners, including senior management.
• Ability to maintain a high level of accuracy and attention to detail in preparing and entering financial information.
• Able to work effectively both independently and in collaboration with others, demonstrating initiative when appropriate.
• Able to respond to time-sensitive and business-critical requests, prioritising effectively and communicating constraints where needed.
• Uses good judgment and knows when to make a decision and when to escalate.
• Bachelor’s degree in a relevant field (Finance-related a plus), or equivalent practical experience in accounts receivable / collections.
• 4 or more years of experience in a collections or closely related environment.
• Proven ability to handle high volumes of collection activities while maintaining accuracy and professionalism.
• Experience in communicating directly with customers.
• Exemplifies the Netflix Culture.

Nice to have/preferred Qualifications

• Customer-service oriented, with a focus on clear, respectful communication and professionalism in all interactions.
• Forward-looking and open to improving processes, with the ability to identify opportunities for positive change and clearly articulate ideas.
• Experience working with global stakeholders or in a global environment.
• Knowledge of cloud-related ERP systems (Workday, HighRadius, Salesforce).
• Proficiency in other languages (such as Spanish, Portuguese, or French) where it supports communication with our global customers and internal partners.