Collections Specialist - job 1 of 6

As a Collections Specialist at Informa, your main responsibilities will include maintaining communication with B2B customers regarding their outstanding account balances, handling a high volume of communication through emails and phone calls, overcoming customer objections about payments, accurately documenting collection attempts, and resolving accounts receivable issues like invoice discrepancies. You will also coordinate with the Sales team to enhance the collection process and liaise with external collection agencies when necessary.

To be considered for the Collections Specialist role at Informa, you should have at least a High School diploma or equivalent. Knowledge of accounts receivable and collection processes is essential, along with strong organizational skills, attention to detail, and proficiency in MS Office applications. Excellent written and verbal communication skills and a commitment to outstanding customer service will ensure your success in this position.

Informa is dedicated to fostering your career growth as a Collections Specialist through various opportunities. We offer bespoke training programs, mentoring platforms, and on-demand access to thousands of courses via LinkedIn Learning, enabling you to enhance your skills and advance in your career. In addition, we encourage internal job moves to help you find the best fit within our organization.

At Informa, the work environment for a Collections Specialist is characterized by flexibility and support. With a welcoming culture, you will be part of a diverse team that collaborates effectively to resolve account issues. The company is also committed to employee wellbeing and providing resources to help you maintain a positive work-life balance.

The pay range for the Collections Specialist position at Informa is between $19 to $21 per hour, depending on your experience. In addition to competitive pay, Informa offers a range of benefits designed to enhance the overall employee experience.

When handling difficult conversations as a Collections Specialist, it's important to remain calm and empathetic. Begin by actively listening to the customer’s concerns and validating their feelings. Use clear and polite language to explain the situation, focusing on solutions rather than problems. Establish a rapport by showing understanding, and always aim to work together on a resolution.

In answering this question, provide a specific example where you took the initiative to resolve a billing issue. Highlight your analytical skills in identifying the problem, the steps you took to understand customer concerns, and how your actions led to a positive outcome, showcasing your commitment to customer service and results.

To prioritize multiple accounts, I would first assess the urgency of each account based on factors such as aging of the balance and customer payment history. I would use organizational tools to create a clear action plan, focusing on high-risk accounts first while ensuring regular follow-ups with all customers.

The key skills for a successful Collections Specialist include strong communication abilities, attention to detail, organizational skills, and the capacity to handle difficult situations with diplomacy. Being customer-centric and having a thorough understanding of accounts receivable processes are also critical for excelling in this role.

I handle stress by staying organized and maintaining a balanced approach to my workload. I often take short breaks to clear my mind and regain focus, which helps me stay calm during busy periods. Additionally, I prioritize tasks and set achievable goals to manage my time effectively.

In answering this question, express genuine enthusiasm for Informa's commitment to community and professional growth. Highlight your alignment with the company's values, mention the importance of teamwork in your work approach, and explain how you see yourself contributing positively as a Collections Specialist.

I would document my collection efforts meticulously by creating detailed notes after each interaction and utilizing spreadsheets or CRM tools to track communications. This practice ensures that I can provide accurate and updated information when addressing accounts and ensures transparency with the team.

To negotiate payment plans, I start by assessing the customer's financial situation and understanding their perspective. I then propose options that are manageable for them while ensuring that we also protect Informa's interests. Establishing clear terms and maintaining open communication throughout the process fosters trust.

In managing a difficult customer interaction, I would remain calm and listen actively to understand their complaints fully. I would then empathize with their situation and work collaboratively toward a resolution, ensuring that I maintain professionalism and focus on a positive outcome.

I believe my strong skill set, including my attention to detail, commitment to excellent customer service, and experience with accounts receivable, makes me an excellent fit for the Collections Specialist role at Informa. Additionally, my enthusiasm for addressing challenges and my proactive approach will contribute to achieving the team's success.