Collections Specialist

As a Collections Specialist at SAPI, you will be responsible for managing outbound communications with customers, preparing accounts for external collections, maintaining accurate records, and responding to internal queries regarding accounts. Your role will also involve nurturing relationships with external agencies and identifying payment trends to preemptively address potential issues.

Candidates applying for the Collections Specialist position at SAPI should ideally have 4-5 years of experience in collections, payments, or a customer support environment. A strong proficiency in communication and analytical skills, as well as familiarity with CRM tools like Notion or HubSpot, is preferred. A bachelor's degree can be advantageous but is not mandatory.

At SAPI, we believe in a culture of continuous learning and provide our Collections Specialists with full access to LinkedIn Learning. This allows our employees to choose from over 100,000 courses to enhance their skill set and stay updated in their field. We also value employee well-being with access to Calm for mental health support.

The work environment for a Collections Specialist at SAPI is designed to be flexible and supportive. With core hours between 11 am to 4 pm, you can choose when you work best. We have a hybrid model, requiring just one day per week in our London office, allowing you to balance work from home and in the office.

SAPI offers a comprehensive benefits package for Collections Specialists, including generous parental leave, 30 days of holiday allowance in addition to bank holidays, and six weeks of remote work to recharge. We prioritize a healthy work-life balance and a supportive environment.

In your answer, share specific examples from your previous roles where you handled collections, dealt with customer communications, or resolved payment issues effectively. Highlight your experience with CRM tools and how you used data analytics in your previous jobs, linking these examples back to what SAPI is looking for.

Discuss your method for organizing tasks, whether through tools like CRM systems or personal to-do lists. Emphasize your proactive approach to addressing urgent issues while ensuring regular account management tasks are completed, showcasing your organizational skills.

Explain the importance of communication and respect in maintaining relationships during collections. Share techniques such as personalized outreach and addressing customer concerns empathetically while also discussing how these strategies can promote positive outcomes for SAPI.

Empathy is key in these situations. Discuss your approach to understanding the customer’s concerns, actively listening, and working toward a resolution. You can outline strategies you would use to de-escalate the situation while aligning with SAPI's commitment to providing great customer outcomes.

Discuss your experience with data analysis, specifically in the context of collections. Explain how you identify trends by assessing historical data and how those insights would be communicated to your team at SAPI for proactive decision-making in collections strategy.

Mention CRM tools you've used, such as Notion or HubSpot, and data analysis tools, highlighting how these technologies have helped you perform your collections role more effectively. Discuss your adaptability in learning new systems as required by SAPI.

Talk about the importance of compliance in your previous roles, emphasizing how you stay informed about company policies and relevant regulations. Mention any training or systems you utilize to ensure you adhere to compliance standards, which is vital at SAPI.

Share specific aspects of the Collections Specialist role that appeal to you, such as the opportunity to help customers resolve payment issues or your enthusiasm for working in a dynamic team. Individuals who enjoy problem-solving tend to thrive in such roles, so connect your motivations back to SAPI's mission.

Choose a specific case from your experience, describe the challenges you faced, and detail the steps you took to resolve the situation. Highlight the successful outcome and what you learned from the experience, demonstrating your capability for the role at SAPI.

Discuss your strategies for managing stress, such as time management techniques, taking breaks, or using stress-reduction practices like mindfulness. Employers like SAPI value team members who can maintain focus and positivity under pressure.