Job Description

Collections Analyst

New York, New York, United States of America

At Netflix, our mission is to entertain the world. Together, we are writing the next episode - pushing the boundaries of storytelling, global fandom and making the unimaginable a reality. We are a dream team obsessed with the uncomfortable excitement of discovering what happens when you merge creativity, intuition and cutting-edge technology. Come be a part of what's next.

Key to the effort to build a global internet TV network is the ability to grow and evolve our revenue-generating initiatives worldwide. We continue to introduce new commerce models, pricing strategies, and other opportunities to grow the business, and now you have the chance to join the growing team of finance experts who support them. Our Revenue team is seeking a Collections Analyst to support our Credit & Collections function. This newly created position will look to resolve complex issues and consequently improve the speed of collections across our business lines, such as Advertising, Partnerships, and Consumer Products. This role will be based in New York but will work cross-functionally across many time zones with our US and other international offices.

The perfect candidate will be hands-on and thrive when engaging directly with customers and business partners. They will be an excellent communicator who is comfortable speaking directly with senior management both with our customers and also within our internal teams. They will have the ability to negotiate and adapt to a multitude of different and ever-changing scenarios, always finding a pathway to a positive resolution.

They will be very detail-oriented, able to analyze and action a large volume of requests & transactions with high accuracy, and be capable of multitasking and taking the initiative to drive process change and improvements.

In this role, you will:

• Ensure that Netflix is paid on time by reviewing aging 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 ensure timely payment. Maintain a professional, courteous, and solution-focused approach when addressing late payments.
• Foster strong customer relationships to ensure future payments are received on time and disputes are minimized.
• Provide exceptional levels of customer service and professionalism in customer interactions whilst also ensuring company interests are protected.
• Be a trusted business partner and provide exceptional 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 'problem accounts' in good time to your manager and business partners to assist in issue resolution.
• Prepare support packages for accounts 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 ensure dispute resolution.
• Manage and maintain changes to customer contact information, addresses, 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 the speed of payment, and minimize bad debt by analyzing past-due accounts, identifying trends, process gaps, and making recommendations for process improvements.

Qualities we're looking for:

• Deep knowledge and understanding of Accounts Receivable and Collections processes.
• Thrive in a fast-paced, high-volume transaction environment.
• Comfortable engaging in direct conversations with customers and internal business partners, including senior management.
• Ability to maintain a high level of accuracy and attention to detail in preparing and entering financial information.
• Customer Service-oriented person who focuses on quality communication with high levels of professionalism.
• Excellent written and verbal communication skills. Proficiency in other languages (Spanish / Portuguese) is a plus.
• Highly motivated with the ability to work independently.
• Forward-looking thinker who does not simply accept the status quo but can articulate the need for and contribute to process improvement and positive change.
• Works with a sense of urgency and sensitivity to last-minute, highly critical business requests.
• Uses good judgment and knows when to make a decision and when to escalate.
• Exemplifies the Netflix Culture.

Education and experience:

• Bachelor's degree (Finance-related a plus)
• At least 4 years of experience in a collections environment.
• Experience in communicating directly with customers
• Proven ability to handle high volumes of collection activities in a fast-paced environment
• Experience at a Global Company
• Knowledge of cloud-related ERP systems is a plus (Workday, HighRadius, Salesforce)

Generally, our compensation structure consists solely of an annual salary; we do not have bonuses. You choose each year how much of your compensation you want in salary versus stock options. To determine your personal top of market compensation, we rely on market indicators and consider your specific job family, background, skills, and experience to determine your compensation in the market range. The range for this role is $120,000.00 - $200,000.00.

Netflix provides comprehensive benefits including Health Plans, Mental Health support, a 401(k) Retirement Plan with employer match, Stock Option Program, Disability Programs, Health Savings and Flexible Spending Accounts, Family-forming benefits, and Life and Serious Injury Benefits. We also offer paid leave of absence programs. Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off. Full-time salaried employees are immediately entitled to flexible time off.

Inclusion is a Netflix value and we strive to host a meaningful interview experience for all candidates. If you want an accommodation/adjustment for a disability or any other reason during the hiring process, please send a request to your recruiting partner.

We are an equal-opportunity employer and celebrate diversity, recognizing that diversity builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.

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