Lease Services Representative - Bilingual

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.

Role Definition
Manages End of Lease experience, supporting customers through processes of credit review, due diligence, documentation generation, asset purchases or returns, collection of noncompliance, and funding/closing of leases, as well as reviews and ensures all policy and regulatory compliance issues are satisfied.

Responsibilities

• Performing leasing operations including credit review, customer documentation preparation, due diligence, preparing booking files, and closing transactions with internal and customer signatures.

• Supports dealer and customer through the asset return process at end of lease, collects and validates the correct information for asset inventory, and follows-up and collects on any resulting non-compliance charges.

• Preparing End of Lease Purchase Invoices, processing pay off/closure of lease purchase options.

• Responding to customer inquiries and requests and collaborating with internal and external business partners in order to resolve problems and errors to provide high quality customer service.

Degree Requirement
Degree or equivalent experience desired.

Bilingualism

Bilingual proficiency in French is required – verbal and written.

Skill Descriptors
Quality Management: Knowledge of quality management methods, tools, and techniques and ability to create and support an environment that meets the quality goals of the organization.
 Level Working Knowledge: 

• Utilizes quality indicators relevant to own unit or function.

• Adheres to organizational quality management processes and practices.

• Applies key aspects of continuous improvement processes and evaluates impact on quality.

• Uses quality evaluation tools and techniques such as walkthroughs and inspections.

• Works with quality assurance methods, tools and techniques.

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 Basic Understanding: 

• Cites personal experiences of receiving excellent customer service.

• Describes examples of poor, mediocre, and excellent service.

• Explains how managing customer perceptions and expectations enhances customer service.

• Describes several important business benefits of providing high quality service.

Standard Operating Procedures: Knowledge of established standard operating procedures (SOP); ability to design, implement and evaluate standard operating procedures affecting daily and strategic business operations in order to increase operational efficiency.
 Level Basic Understanding: 

• Compiles current research relevant to standard operating procedures.

• Explains usage of standard operating procedures in business operations.

• Describes main issues and considerations when using standard operating procedures.

• Identifies key features and functions of standard operating procedures.

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.

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 Basic Understanding: 

• Describes non-verbal behaviors that influence the interpretation of the message.

• Cites examples of effective and ineffective communications.

• Explains the importance of effective business communication.

• Speaks/writes using correct language, mechanics, and gestures.

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 Basic Understanding: 

• 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.

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

• Provides examples of the characteristics of effective business relationships.

• Identifies key business relationships in own organization.

• Describes the nature of a productive business relationship.

• Explains the benefits of building business partnerships.

Due Diligence Investigation: Knowledge of objectives, principles, approaches and processes of due diligence; ability to perform due diligence tasks to meet business goals.
 Level Basic Understanding: 

• Describes the concepts and principles of due diligence investigations.

• Identifies the basic tools and methods used in analyzing company capitalization.

• Lists major activities and concerns when performing due diligence for a certain investment project, such as equity investment.

• Locates relevant resources to obtain company’s financial, commercial or legal information.

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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