Customer Services and Collections Representative

**Career Area**:Finance**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.**Job Summary**:Provides first line of support, coordination of services, problem resolution and/or recommendations on selected products and services **.****What You Will Do**:- Addressing customer issues and resolving complaints.- Ensuring all customer communication is clearly documented.- Answering inbound customer service inquiries.- Providing analysis or troubleshooting and redirecting them when appropriate.- Identifying issues and determining appropriate course of action for effective resolution.- Understanding of products and services offered, providing appropriate solutions to customer queries.- Manages various collection efforts related to assigned portfolio while maintaining goodwill with customers.- Analyzes past due results and provides regular updates to management regarding collection activity on priority accounts.- Recommends additions, deletions, and modifications to the Potential Credit Loss Report.- Provides thoughtful and timely answers to customer inquiries and works to resolve customer service issues related to invoicing, due date changes, principal reductions, account reconciliations, interest paid letters, and other similar issues.- Provides accurate and timely buyout quotes to customers and other related parties.- Completes accurate and timely processing of contract terminations, which includes but is not limited to preparing and sending paid-in-full documents- Participates in accomplishment of continuous improvement objectives for the department.- Progress toward accomplishment of these is measured through maintenance of necessary measurements and analysis of associated data.- Participates in the identification of problem areas and development of resolutions to address them.**What Skills You Will Have**:**Customer Focus**:- Communicates the importance of customer needs/expectations and commits to resolving them.- Researches and verifies customer needs and expectations.- Solicits customer satisfaction feedback and acts on improvement opportunities.- Helps link organizational objectives to customer needs and expectations.- Meets regularly with customers to understand their wants, needs and expectations.**Data Gathering & Analysis**:- Follows proper data gathering and analysis processes and policies.- Reports problems that arise in the data collection process.- Participates in gathering and analyzing an organization's data based on requirements.- Documents data from various sources and in various formats.- Utilizes basic data collection and evaluation tools and techniques.**Service Excellence**:- Provides a quality of service that customers describe as excellent.- Resolves common customer problems.- Responds to unexpected customer requests with a sense of urgency and positive action.- Provides direct service to internal or external customers.- Documents customer complaints in a timely manner.**Decision Making and Critical Thinking**- Explains characteristics and steps in an effective decision-making process.- Identifies issues and communicates with others when a decision needs to be made.- Names decision makers in own environment and cites examples of past decisions.- Describes types of decisions incumbent may and may not make in own job or function.**Effective Communications**:- Delivers helpful feedback that focuses on behaviors without offending the recipient.- Listens to feedback without defensiveness and uses it for own communication effectiveness.- Makes oral presentations and writes reports needed for own work.- Avoids technical jargon when inappropriate.- Looks for and considers non-verbal cues from individuals and groups.**Problem Solving**:- Explains the value of a disciplined approach to problem solving.- Describes problem reporting and escalation practices.- Utilizes accepted procedures for problem analysis and resolution.- Identifies key aspects of problem-solving techniques used in own area.**Education Requirement**:- Bachelor’s degree in Business Administration or related area- Fluent English- 2 years of experience in customer services or collections.- 2 years of experience in financial institutions.**Final details****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 compan