Customer Accounts Specialist

Career Area:

Finance

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.

Your Work Shapes the World at Caterpillar Inc.

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.

About Cat Financial

Cat Financial is a subsidiary of Caterpillar Inc., the world’s leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For more than 40 years, Cat Financial has provided a wide range of financing solutions to customers and Cat® dealers for machines, engines, Solar® gas turbines, genuine Cat parts and services. Headquartered in Nashville, Tennessee, Cat Financial serves customers globally with offices and subsidiaries located throughout North and South America, Asia, Australia, Europe and Africa. Visit cat.com to learn more about Cat Financial.

Role Definition

Contacts customers to determine reason for payment delinquency and obtain payment commitment.

Responsibilities

• Maintaining accurate and thorough records of customer payment history and status of account.
• Placing routine calls to customers as first point of contact to obtain payment for goods or services.
• Take ownership of customer portfolio. Recognize calls requiring special handling or customized responses and escalating accordingly.
• Use computerized system for tracking, information gathering and troubleshooting by working independently 

Degree Requirement

Degree or equivalent experience desired

Bilingualism

Bilingual proficiency in French is preferred – verbal and written

Skill Descriptors

Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.

Level Working Knowledge: 

• 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.

Accuracy and Attention to Detail: Understanding the necessity and value of accuracy; ability to complete tasks with high levels of precision.

Level Working Knowledge: 

• Accurately gauges the impact and cost of errors, omissions, and oversights.
• Utilizes specific approaches and tools for checking and cross-checking outputs.
• Processes limited amounts of detailed information with good accuracy.
• Learns from mistakes and applies lessons learned.
• Develops and uses checklists to ensure that information goes out error-free.

Conflict Management: Knowledge of managing conflicts; ability to anticipate, recognize, and deal effectively with existing or potential conflicts at the individual, group, or situation level.

Level Basic Understanding: 

• Demonstrates willingness to examine own position.
• Identifies potential and actual conflicts in own area.
• Cites instances of healthy and destructive conflicts.
• Discusses the causes of conflict; describes typical scenarios that lead to conflict.

Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.

Level Basic Understanding:

• 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: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.

Level Working Knowledge: 

• 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.

Negotiating: Knowledge of successful negotiation concepts and techniques; ability to negotiate successfully across the organization and with external vendors and clients in a constructive and collaborative manner.

Level Basic Understanding: 

• Describes qualities of effective and ineffective negotiations.
• Explains the basic concepts of negotiating.
• Accesses organizational policies and practices for negotiating.
• Utilizes techniques for establishing rapport and building trust.

Outbound Processing: Knowledge of outbound processing; ability to utilize the approaches, tools and techniques for operating an outgoing customer interaction function (phone, email, postal mail, Internet, on-site).

Level Basic Understanding: 

• Explains current workflow processes for marketing to existing customers.
• Describes key metrics used to evaluate efficiency and effectiveness of outbound processing.
• Identifies the primary outbound customer contact channels.
• Describes primary reasons for initiating contact with existing or prospective customers.

Perseverance and Follow-Through: Knowledge of how to maintain and record contact with customers and prospects; ability to effectively continue an approach to a customer or customer group through repeated contacts and in spite of initial uncertainty about the outcome.

Level Basic Understanding: 

• Clarifies immediate demands and balances them with more important long-term issues.
• Compiles a list of tasks and dedicates appropriate energy to high priority activities.
• Identifies how to maintain an efficient work schedule and the value of time management.
• Describes how to keep accurate, complete records of contacts with customers and prospects.

This Job Description is intended as a general guide to the job duties for this position and is intended for the purpose of establishing the specific salary grade. It is not designed to contain or be interpreted as an exhaustive summary of all responsibilities, duties and effort required of employees assigned to this job. At the discretion of management, this description may be changed at any time to address the evolving needs of the organization.

Posting Dates:

Caterpillar is an Equal Opportunity Employer (EEO).

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