Customer Services Rep Ii

Career Area:

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

Work Shapes the World at Caterpillar

Our common values and focus on inclusion and respect drive the decisions made by our company, teams and people. This is why we are committed to hiring and building diverse teams' representative of the customers we serve globally. When you join our team, you can apply your unique life and job experiences and work in an environment where your ideas are heard, your contributions are celebrated, and your whole-self matters.

When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other. We are the makers, problem solvers and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

Job Summary:

Support various portfolio management efforts for Caterpillar Financial Services Corporation (CFSC).

Principal Duties and Responsibilities:

This position support various accounts receivable management efforts for Caterpillar Financial Services Corporation (CFSC). Has duties both in the office and in the field. Through telephone contact, collects delinquent active contracts and open items on terminated contracts.

• Manage past due accounts from 1 to 90 days Past Due.
• Record all customer contact efforts into Salesforce.
• Meet the expected number of effective contacts based on Customer Contact Matrix (aging and Net Investment).
• Meet collection goals based on percentage of portfolio resolved.
• Reconciles customer accounts.
• May explain invoicing issues to customers and independently resolve billing questions.
• Identify customer payments daily and request special applications if necessary.
• Recommends and approves account modifications and executes documents within authority.
• Calculates contract buyouts and resolves other customer service issues as assigned.
• Reports on the past due results and recommends additions, deletions, and modifications to the Potential Credit Loss Report.
• May conduct regional customer visits to collect delinquent contracts.
• Conducts equipment repossessions. Prepares files on repossessed accounts for transfer to repossession specialists and requests for legal assistance.
• Prepare and send monthly dashboards to Cat Dealers to inform them of Past Due customers in their territory and request support.
• Participates in accomplishment of continuous improvement objectives for the department. Participates in the identification of problem areas and development of resolutions to address them.
• Assumes additional and more advanced duties, as assigned, when experience and staffing conditions dictate.

Job Requirements:

• Demonstrated knowledge of and ability to analyze customer credit summaries and past due accounts.
• Demonstrated knowledge of and ability to apply financing and taxation principles.
• Demonstrated knowledge of and ability to apply Customer Services and collection concepts and techniques.
• Demonstrated knowledge of and ability to apply CFSC’s financing and leasing products.
• Demonstrated knowledge of and ability to apply billing, invoicing and dealer payment principles and concepts.

Education / Experience:

• University degree in any discipline
• 2 years exempt experience in credit, Customer Services, collections, marketing, financial statement analysis
• Fluent English
• Previous exempt work experience must be progressively increasing in responsibility and accountability and demonstrate an ability to gain in knowledge, skills and responsibility such that a level of full competency can be reached.

Behavioral Skills:

• Strong integrity, teamwork, communication, commitment, negotiation, planning, execution, and troubleshooting skills are required to work with the team.

Top Candidates will also have:

• Knowledge of financing and leasing products,
• Demonstrated knowledge of Customer Services concepts and techniques.
• Demonstrated knowledge of and the ability to apply past due account collection techniques and procedures.
• Demonstrated knowledge of and the ability to calculate amortization schedules.
• Knowledge of the systems (Oracle, Salesforce).

Final details:

Please frequently check the email associated with your application, including the junk/spam folder, as this is the primary correspondence method. If you wish to know the status of your application – please use the candidate log-in on our career website as it will reflect any updates to your status.

The Caterpillar Code of Conduct states that we will select and place employees based on their qualifications for the job to be performed, without regard to race, religion, national origin, color, gender, gender identity, sexual orientation, age or disability. In this company we do not request pregnancy tests, nor HIV tests as requirements for employment entry, permanence or promotion.

Posting Dates:

Caterpillar is an Equal Opportunity Employer (EEO).

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