Customer Accounts Specialist II
Caterpillar

Job Info

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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.

JOB SUMMARY: Support various accounts receivable management functions and bring timely resolution to customer accounts including but not limited to: regular customer past due accounts, repossession, legal accounts, and recovery activity for Caterpillar Financial Services Corporation (CFSC).

PRINCIPAL DUTIES AND RESPONSIBILITIES: Responsibilities may vary but, may include various combinations of the following.
1. Collects delinquent active contracts through telephone contact and field visits.
2. Authorizes and conducts equipment repossessions, 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, Territory Managers and customers in an assigned portfolio.
5. Coordinates timely resolution of customer service issues on past due accounts.
6. Prepares their individual regular or legal collection past due reports and statistics for submission to management weekly or as requested by management.
7. May provide timely reporting of repossessed assets or accounts being referred for legal action to other business units as required, including Asset Management and Legal.
8. May provide status and historical reporting to Customer Accounts staff and management on collection activities and accounts placed for repossession within the department.
9. Reviews accounts that have been identified as non-collectable to establish deficiency amounts and determine the most appropriate and cost-effective means by which to pursue outstanding accounts balances.
10. Analyzes the ability to collect on recovery accounts, collects deficiency balances and coordinates recovery efforts through collection agencies.
11. Collects sale proceeds on private sales.
12. Contacts customers to identify willingness to pay and negotiate a lump sum balance payment, arrange a payment schedule or negotiate a contract settlement.
13. Evaluates the customer's credit worthiness if a payment schedule appears to be the best alternative for resolving an outstanding balance. To accomplish this, Dun & Bradstreet and credit bureau reports are reviewed and evaluated. If warranted, an individual asset search is completed.
14. Provides the customer credit rating on charged off accounts to credit bureaus and other potential debtors.
15. Serves as an active liaison between CFSC and the collection agencies to answer inquiries and resolve account issues promptly.
16. When warranted, works with approved collection agencies to recover outstanding balances when direct customer contact has been unsuccessful. Subsequently approves payment schedules or negotiated contract settlement suggested by the collection agent.
17. Makes recommendations to the Asset Management staff regarding how repossessed equipment should be liquidated.
18. Monitors and calculates potential loss on accounts with input from Asset Management/CRSI.
19. Establishes account deficiency through Strict Foreclosure or following the sale of equipment and subsequent collection of sale proceeds from the selling agent.
20. Prepares standardized transmittal forms for transfer of accounts to legal status.
21. Prepares documents necessary to write off the account balance following equipment liquidation and sends a notice of deficiency to the customer.
22. Prepares and files Proof of Claim on bankruptcy cases.
23. Based upon an analysis of accounts and customer assets, makes recommendation regarding the legal strategy for pursuing outstanding account balances.
24. Coordinates with the Legal Department to provide information needed to issue judgments and garnishments and pursue litigation.
25. Performs equipment audits on special accounts and authorizes and evaluates equipment inspections as needed.
26. Monitors payments received from legal accounts and takes appropriate collection action when a delinquency has been identified.
27. Monitors suspense payment balances originating from legal accounts.
28. Performs buyout calculations on legal accounts.
29. Prepares periodic status reports, summaries, statistics, results and historical reporting to Customer Accounts staff and management on repossession, recovery or legal activities on accounts.
30. 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.
31. 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.Demonstrated knowledge of and demonstrated ability to apply collection techniques and procedures.
2.Demonstrated knowledge of and the ability to apply math computation skills including basic addition, subtraction, multiplication, and division.
3.Demonstrated knowledge of and ability to apply data collection and analysis skills.
4.Demonstrated knowledge of and ability to analyze customer credit summaries and past due accounts.
5.Thorough knowledge of and the ability to apply financing and taxation principles.
6.Demonstrated knowledge of and the ability to prepare amortization schedules.
7.Demonstrated knowledge of and demonstrated ability to apply effective written and verbal communication skills and willingness to develop presentation skills.
8.Demonstrated ability to analyze, recommend and approve contracts for default and late charge waiver.
9.Thorough knowledge of customer service concepts and techniques.
10.Working knowledge of CFSC's financing and leasing products.
11.Thorough knowledge of financing and leasing documentation principles.
12.Thorough knowledge of billing and invoicing concepts.
13.Demonstrated ability to participate in process improvement projects via continuous improvement methodology through completion and implementation.
14.Demonstrated ability to handle complaint resolution of complex issues with limited assistance, in most cases, or direct to appropriate level as necessary.
15.Thorough knowledge of all UCC filing requirements and the applicability to bankruptcy laws and regulations.
16.Demonstrated ability to perform duties and responsibilities with limited supervision.
17.Demonstrated ability to train other employees as required.
18.Demonstrated ability to plan and facilitate meetings with limited assistance.
19.Demonstrated ability to be a committed student of the business; seek knowledge and experience that benefits current performance and prepares for future advancement.
20.Demonstrated ability to nurture a strong working relationship with internal and external customers, Territory Managers and dealer personnel.
21.Demonstrated ability to work efficiently guided by the priorities set by management; strive for continuous improvement in performance of duties.
22.Demonstrated ability to learn and practice CFSC policies and procedures.
23.Demonstrated ability to work together with colleagues to achieve region past due goals without losing perspective of overall CFSC goals.
24.Demonstrated ability to work as a leader of less experienced Customer Accounts team members.
25.Ability to ensure that existing technology is functioning properly and that proposed changes are clearly documented.
26.Ability to perform project acceptance testing and quality assurance testing such that technological changes are introduced accurately.
27.Ability to oversee assigned processes within an assigned portfolio and provide guidance to colleagues and updates to management.
28.Ability to sit, focus on computer screen, type on a keyboard and contact customers via telephone system for long periods of time (at least 2 hours).
29.Ability to travel up to 10% of the time.
30.Ability to drive a car or adequately arrange for transportation to and from dealerships, customer sites, court appearances, etc.

EDUCATION/EXPERIENCE: A 4-year college or university degree in any discipline and a minimum of 2 years exempt experience in credit, customer services, collections, marketing and/or financial statement analysis is recommended. Previous exempt work experience must be progressively increasing in responsibility and accountability and demonstrate an ability to gain in knowledge, skills and responsibility such that a level of full competency can be reached. Equivalent experience may be substituted for education.

#LI
Visa Sponsorship is not available for this position. This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as, H, L, TN, F, J, E, O. As a global company, Caterpillar offers many job opportunities outside of the U.S which can be found through our employment website at www.caterpillar.com/careers.
Posting Dates:
March 27, 2024 - April 2, 2024
Any offer of employment is conditioned upon the successful completion of a drug screen.

EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.

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