Customer Receivables Representative

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 team representatives 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
Provides first line of support, coordination of services, problem resolution and/or recommendations on selected products and services.

Responsibilities
• Answering inbound customer service inquiries, including analysis and resolution, troubleshooting and/or redirecting when appropriate.
• Completing timely and accurate processing of receivable activity which may include cash management, payoff calculation, contract termination, and release of assets.
• Participating in accomplishment of continuous improvement objectives for the department

Skill Descriptors
Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.

Level Basic Understanding:
• Focuses activities on developing and maintaining positive customer relationships.
• Discusses general differences between internally and externally focused organizations.
• Cites the cost and benefits of good versus poor customer service.
• Explains why customer satisfaction is important to successful product/service delivery.

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.

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.

Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.

Level Working Knowledge:
• Identifies and documents specific problems and resolution alternatives.
• Examines a specific problem and understands the perspective of each involved stakeholder.
• Develops alternative techniques for assessing accuracy and relevance of information.
• Helps to analyze risks and benefits of alternative approaches and obtain decision on resolution.
• Uses fact-finding techniques and diagnostic tools to identify problems.

Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

Level Working Knowledge:
• Provides prompt and effective responses to client requests and interactions.
• Monitors client satisfaction levels on a regular basis.
• Alerts own team to problems in client satisfaction.
• Differentiates the roles and responsibilities in a business relationship.
• Works with clients to address critical issues and resolve major problems.

Data Entry Management: Knowledge of data entry management; ability to manage data entry and report the results during daily work.

Level Working Knowledge:
• Maintains the roster of internal and external sources, services and vendors.
• Works in a data entry operations center or role.
• Documents operation reports or problems in the data entry process.
• Participates in major data entry operations department or roles.
• Reviews contractual, legal, and ethical access considerations and obligations.

E-mail-Based Customer Servicing: Knowledge of email-based customer servicing; ability to deal with issues, considerations and operations of handling customer inquiries and responses received by email.

Level Working Knowledge:
• Responds to customer inquiries directly or forwards customer inquiry to higher level of support.
• Makes product descriptions and related information available to agents.
• Uses correct 'tone' of language and accurate technical explanations when replying to inquiries.
• Describes rationale behind organizational standards for responsiveness and first-time resolution.
• Produces summary reports from agent activity logs.

This position requires incumbents to be onsite in the Nashville main office 5 days per week.

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. It is expressly not intended to be a comprehensive list of “essential job functions” as that term is defined by the Americans with Disabilities Act.