Collections Analyst, UK Market in London

WHAT WE DO MATTERS: At The Knot Worldwide, we champion celebration - and that starts with celebrating our people. Our employees are passionate dreamers, thoughtful doers, and lifelong learners who power meaningful moments for millions around the world. We’re united by authentic connection, shared purpose, and a deep commitment to the global community we serve. Here, flexibility and belonging go hand in hand with high performance. Driven by our core values, we believe the best ideas come from empowered teams: those who consistently collaborate with intention to design solutions, spark ideas, and drive impact. Our people are at the heart of our success.

ABOUT THE ROLE AND OUR TEAM: The Collections Agent is part of the Accounting Operations - Finance Team, focused on managing and resolving overdue accounts while maintaining a professional and positive relationship with customers. Your goal will be to secure timely payments, minimize risk, and contribute to overall customer retention and financial health.

RESPONSIBILITIES:

• Make outbound collection calls and handle inbound calls from customers regarding payments.
• Manage unpaid accounts by analyzing customers’ situations and negotiating payment plans when necessary.
• Monitor and manage accounts receivable, ensuring adherence to agreed payment terms.
• Include and monitor delinquent accounts in insolvency registers / 3rd parties when required.
• Document all collection activities accurately in CRM systems.
• Collaborate with internal teams to resolve billing disputes or discrepancies.
• Generate and send reports to analyze payment trends and identify risks.
• Provide feedback to improve internal processes and tools.
• Contribute to achieving department collection targets (recovery rates, resolution time, call response time, and other KPIs).
• Support continuous improvement initiatives for collection procedures.

SUCCESSFUL COLLECTIONS AGENT CANDIDATES HAVE:

• 6+ months of experience in a customer-facing, finance, or collections-related role.
• Relevant coursework in accounting or solid accounting knowledge, interpretation of customer accounts balances, invoices, credit notes, payments, etc. is required.
• Proactive and detail-oriented professional.
• Strong communication and negotiation skills (phone and email).
• Ability to handle difficult conversations with professionalism and tact.
• Problem-solving mindset with focus on achieving win-win outcomes.
• Strong organizational skills to manage multiple cases simultaneously.
• Proficiency with CRM, ERP systems and office software (Oracle Netsuite, Google Suite, Metabase, Qlik, Excel).
• Ability to work independently while collaborating with other departments.
• English: Fluent (mandatory) Spanish: Intermediate or higher (considered a plus).
• Previous experience in Finance departments, AP - AR is a plus.

WORK MODEL: This role is Together@TKWW-eligible and based near one of our office hubs. You’ll be expected to work in the office two days a week as part of our hybrid work model.

WHAT WE LOVE ABOUT YOU:

• Commit to our customers: You act as one team on behalf of our customers. You lead with head and heart, and build what matters for life's most meaningful moments.
• Raise the bar: You define "great" and work backwards. You don't just accept how it's been done, but boldly define how it should be. You are unafraid to innovate, learn, and keep moving forward toward our shared vision.
• Be all in: You believe in our mission and take ownership of your work. You debate openly to reach the best outcomes, speaking with clarity and care, embracing diverse perspectives, then commit fully.
• Celebrate impact: You measure success by the outcomes you create. You hold yourself accountable to delivering value, while recognizing progress and the lessons learned along the way.

WHAT YOU LOVE ABOUT US: We believe in a wide range of holistic offerings to support our employees so that they can live our values day in and day out. From mental wellbeing, physical health and financial planning, to engaging perks and discounts, we are in the business of celebrating and supporting the Moments that Matter, both in and out of the office. We offer flexible vacation, generous parental leave, and prioritize initiatives that support the growth, development, and happiness of our people.

Together@TKWW is our approach to hybrid work. It’s designed to support how we work best: combining the flexibility we value with meaningful opportunities to connect in person. Whether a role is Together@TKWW-eligible or not, we believe in purposeful moments to come together, build strong relationships, and drive bold ideas forward.

To facilitate in-person collaboration, we have office spaces in Barcelona, Spain; Delhi, India; Galway, Ireland; London, England; New York, NY; and Washington, D.C.