Collections Specialist - job 1 of 3

As a Collections Specialist at Informa, your main responsibilities will include managing B2B customer accounts, conducting high-volume collections calls and emails, addressing customer objections regarding payments, and providing thorough documentation to support collection efforts. You will also resolve issues related to accounts receivable, process refunds, and maintain excellent customer service while collaborating with sales teams to expedite collections.

To qualify for the Collections Specialist position at Informa, candidates should have at least a high school diploma or equivalent, knowledge of accounts receivable processes, and strong attention to detail. Proficiency in MS Office applications is required, along with organizational skills and the ability to work both independently and collaboratively within a team.

Informa is committed to the professional growth of its Collections Specialists by offering comprehensive training programs, mentoring platforms, and access to thousands of courses through LinkedIn Learning. As you excel in your role, there are ample opportunities to advance your career within the company, with encouragement and support for internal job moves.

At Informa, the work culture is characterized by community, collaboration, and a commitment to diversity and inclusion. You’ll find a welcoming environment with active social events and support for various working patterns, ensuring a rewarding experience. Additionally, Informa values recognition and offers various programs to celebrate outstanding contributions.

While previous experience in collections can be beneficial, it's not strictly necessary. Informa values ambition and energy in candidates, and if you're willing to learn and develop your skills, you’re encouraged to apply. The company seeks individuals who can adapt and contribute positively, even if they don’t meet every requirement listed.

When discussing your experience with B2B collections, focus on specific successes you've had in reducing delinquent accounts. Highlight any processes you've established to ensure timely payments and your strategies for handling objections effectively. Sharing quantifiable successes will showcase your abilities.

In these situations, I prioritize organization and efficiency. Utilizing tools like spreadsheets helps me keep track of outstanding balances and deadlines. I also segment accounts based on urgency to address them systematically, which ensures that I’m not overwhelmed and can provide focused attention on each account.

In answering this, recount a specific instance and include the steps you took to address the dispute. Emphasize your communication skills and problem-solving abilities by detailing how you worked with the customer to understand their concerns, and how you provided support while simultaneously ensuring the company’s policies were followed.

I believe in treating customers respectfully, which builds rapport. Techniques I utilize include active listening, empathy to understand their situations, and clear communication about their account status. By framing the conversation positively and solution-focused, customers are more receptive to discussions about payments.

To effectively overcome objections, I focus on understanding the customer’s viewpoint and addressing their concerns directly. Offering flexible options or payment plans can often help. Additionally, providing clear information about the benefits of resolving their outstanding balance typically leads to cooperative discussions.

For a delinquent account that hasn't responded, I would review all previous communication to ensure that there are no gaps in understanding. I would then reach out using a different communication method, such as a phone call, to create a more personal touch. If necessary, escalating the matter to senior management can sometimes expedite resolutions.

I utilize software systems designed for accounts receivable management, which help me track communications and payments accurately. I make it a habit to document every interaction diligently, ensuring that I have clear records of disputes, resolutions, and customer interactions to refer back to as needed.

The most important quality would be resilience. The collections process can be challenging, and facing rejection is common. Being able to stay motivated, maintain a positive attitude, and not take objections personally is vital for long-term success in this role.

Express genuine interest in Informa’s values, culture, and commitment to professional growth. Talk about how the role aligns with your skills and career aspirations and highlight your enthusiasm for joining a company that prizes collaboration and community support.

I prioritize my workload by assessing the urgency of each account and deadlines associated with them. Creating to-do lists and utilizing calendar reminders helps me stay on track. I also communicate with team members to ensure we’re prioritizing effectively as a unit, which aids in maintaining productivity across the board.