Customer Services Representative

**Career Area**:Finance**:
**PRINCIPAL DUTIES AND RESPONSIBILITIES**:Responsibilities may vary but, may include various combinations of the following.
- Collects delinquent active contracts through telephone contact and field visits
- Authorizes and conducts equipment repossessions, which includes authorizing legal correspondence and arranging for transportation and safe storage of the units.
- Reports past due results and recommends additions, deletions and modifications to the Potential Credit Loss Report.
- Develops and nurtures a strong working relationship with Caterpillar Dealers, Territory Managers and customers in an assigned portfolio.
- Coordinates timely resolution of customer service issues on past due accounts.
- Prepares their individual regular or legal collection past due reports and statistics for submission to management weekly or as requested by management.
- Reviews accounts that have been identified as non-collectable to establish account deficiency amounts and determine the most cost-effective means to pursue outstanding account balances.
- Collects sale proceeds on private sales.
- Contacts customers to identify willingness to pay and to negotiate a lump sum balance payment, arrange a payment schedule, or negotiate a contract settlement.
- Evaluates the customer's credit worthiness if a payment schedule appears to be the best alternative for resolving an outstanding balance.
- Provides the customer credit rating on charged off accounts to credit bureaus and other potential debtors.
- Serves as an active liaison between CFSC and the collection agencies to answer inquiries and resolve account issues promptly.
- When warranted, works with approved collection agencies to recover outstanding balances when direct customer contact has been unsuccessful.
- Monitors and calculates potential loss on accounts with input from Asset Management/CRSI.
- Establishes account deficiency following the sale of equipment and subsequent collection of sale proceeds from the selling agent.
- Prepares standardized transmittal forms for transfer of accounts to legal status.
- Prepares documents necessary to write off the account balance following equipment liquidation and sends a notice of deficiency to the customer.
- Prepares and files Proof of Claim on bankruptcy cases.
- Based upon an analysis of accounts and customer assets, makes recommendation regarding the legal strategy for pursuing outstanding account balances.
- Coordinates with the Legal Department to provide information needed to issue judgments and garnishments and pursue litigation.
- Performs equipment audits on special accounts and authorizes and evaluates equipment inspections as needed.
- Monitors payments received from legal accounts and takes appropriate collection action when a delinquency has been identified.
- Monitors suspense payment balances originating from legal accounts and performs buyout calculations on legal accounts.
- Prepares periodic status reports, summaries, statistics, results and historical reporting to Customer Accounts staff and management on repossession, recovery or legal activities on accounts.

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

- Analyze customer credit summaries and past due accounts and prepare amoritization schedules
- Working knowledge of customer service concepts and techniques. General understanding of CFSC financing and leasing products.
- General understanding of financing and leasing documentation principles.
- Knowledge of billing and invoicing concepts.
- Ability to participate in process improvements projects
- Demonstrated ability to handle complaint resolution with limited assistance or direct to appropriate level as necessary.
- Knowledge of UCC filing requirements and the applicability to bankruptcy laws and regulations.
- Analyze, recommend and approve contracts for default and late charge waiver.
- Ability to travel up to 10% of the time.
- Ability to drive a car or adequately arrange for transportation to and from dealerships, customer sites, court appearances, etc.

**EDUCATION/EXPERIENCE**:

- 4-year university degree or equivalent experience
- Previous work experience in a similar role with knowledge of financing and leasing products
- Excellent written and verbal communication skills
- Track record in managing customer relationships
- Ability to gain in knowledge, skills and responsibility such that a level of full competency can be reached.

Caterpillar is an Equal Opportunity Employer (EEO).

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