Customer Services Rep

1 week ago

Tullamarine, Australia Caterpillar Full time

**Career Area**:Finance**:
**Cat Financial is Caterpillar’s captive finance company. Cat Financial isn’t a traditional financial institution. We are part of the Caterpillar family and work with Caterpillar’s customers and dealers. We provide retail and wholesale financing solutions to Cat customers and dealers for the complete line of Cat equipment.**

**JOB SUMMARY**:Support various portfolio management and customer experience efforts for Caterpillar Financial Australia and New Zealand (CFANZ).

**PRINCIPAL DUTIES AND RESPONSIBILITIES: Responsibilities vary but may include various combinations of the following duties**:
1. Responds to customer needs by resolving general customer issues such as calculating interest paid, account reconciliation, answering general payment questions, providing credit references, loan balance confirmations, creating amortization schedules, updating customer maintenance records, identifying contract booking errors, and issuing copies of documents.

2. Calculates contract buyouts and communicates them to the requesting party, ensuring accurate input of accounting data and timely processing

3. Performs general account maintenance such as late charge waiver and address changes.

4. Responds to customer needs and works to develop relationships with Caterpillar dealers and Territory Managers.

5. Resolves termination and adjustment grief.

6. Reconciles customer accounts.

7. Researches and evaluates more specific customer issues, develops an overall understanding of the business and refers customers to the appropriate department within for problem resolution

8. May be responsible for basic reconciliations on customer’s accounts as requested and per business need.

9. Assists in the customer satisfaction process, including reviewing customer satisfaction surveys and providing follow-up to customers with outstanding issues.

10. Works to develop relationships with Caterpillar dealers, Territory Managers, and other teams.

11. Participates in accomplishment of lean and continuous improvement objectives for the department. Progress towards the 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.

**JOB REQUIREMENTS**:
**SKILLS, ABILITIES, AND KNOWLEDGE**:

- Knowledge of financing principles and products.
- Knowledge of customer services concepts and techniques
- Knowledge of accounting principles and the ability to verify accuracy and completeness of such information.
- Ability to be a committed student of the business; seek knowledge and experience to benefit current performance and prepare for future advancement.
- Ability to nurture strong working relationships with other personnel, territory managers, and dealer personnel.
- Ability to work efficiently guided by the priorities set by management; strives for continuous improvement in performance of duties.
- Ability to learn and practice policies and procedures.
- Ability to work together with colleagues to achieve unit goals without losing perspective of overall goals.

**EDUCATION/EXPERIENCE**:

- A 3-year college or university degree in any discipline is recommended.
- Equivalent experience may be substituted for education.

Caterpillar is an Equal Opportunity Employer (EEO).

Not ready to apply? Submit your information to our Talent Network here.

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