The Customer Accounts Associate supports various accounts receivable management efforts for Caterpillar Financial Services Corporation (CFSC).
PRINCIPAL DUTIES AND RESPONSIBLITIES:
1. Collects delinquent active contracts through telephone contact.
2. Recommends equipment repossessions to manager for approval. Once approval is obtained, conducts equipment repossession, which includes authorizing legal correspondence and arranging for transportation and safe storage of the units.
3. Reports past due results and recommends additions, deletions and modifications to the Potential Credit Loss Report.
4. Develops and nurtures a strong working relationship with dealers in an assigned portfolio.
5. Coordinates resolution of customer service issues on past due accounts.
6. Reports collection activity to the manager on a weekly basis.
7. 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.
8. Understands the Harassment policy of the company and is responsible for its application in all aspects of employment.
JOB REQUIREMENTS:
SKILLS, ABILITIES, AND KNOWLEDGE:
1. Ability to have firm and tactful conversations with customers.
2. Ability to sit, focus on computer screen, and type on keyboard for long periods of time (at least 2 hours).
3. Knowledge of and ability to calculate casualty values and amortization schedules.
4. Ability to contact customers via telephone system for long periods of time.
5. Knowledge of laws and regulations of account collection.
6. Knowledge of CFSC billing and invoicing procedures.
7. Knowledge of the procedures of other CFSC departments with which interaction occurs.
8. Ability to enforce high quality standards in order to maintain a good customer service relationship and to maintain an even standard of calls per hour.
9. Ability to protect CFSC interest by paying attention to detail by maintaining a standard of calls per hour.
10. Ability to assist in generating stable, reliable returns to CFSC by recovering past due payments and by recognizing and resolving specific account discrepancies such as misapplied cash, invoicing, etc.
11. Business travels and customer visits may be required.
EDUCATION/EXPERIENCE:
Bachelor Degree preferably in Economics / Finance / Accounting
Minimum of 2 years collection, customer service or office experience is recommended.
Caterpillar is an Equal Opportunity Employer (EEO).
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