Senior Customer Accounts Specialist
Caterpillar

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: Coordinate various accounts receivable management functions and proposes 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). Under general supervision, provide solutions to customer related requests and/or system problems. Collaborate with business partners, specialists, and management to determine goals and ensure functional area of assignment standards are met. Serve as a resource to team members demonstrating strong communication and process knowledge.

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. Reviews and validates past due results and recommends additions, deletions and modifications to the Potential Credit Loss Report.
4. Coordinates and verifies team line outs and communicates to management by allocated deadline.
5. Maintains and nurtures a strong working relationship with dealers, Territory Managers and customers in an assigned portfolio.
6. Coordinates timely resolution of customer service issues on past due accounts throughout the life of the collection cycle, i.e. regular and legal collections.
7. Prepares regular and legal past due reports and statistics for submission to management.
8. Reports team and individual collection activities to management on a weekly and monthly basis or as requested.
9. 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.
10. May provide status and historical reporting to Customer Accounts staff and management on collection activities and accounts placed for repossession within the department.
11. Reviews accounts that have been identified as non-collectable to establish account deficiency amounts and determine the most appropriate and cost-effective means by which to pursue outstanding account balances.
12. Analyzes the ability to collect on recovery accounts, collects deficiency balances and coordinates recovery efforts through collection agencies.
13. Provides direction and leadership to the repossession, recovery or legal effort.
14. Authorizes and conducts equipment repossessions, which includes authorizing legal correspondence and arranging for transportation and safe storage of the units.
15. Collects sale proceeds on private sales.
16. Contacts customers to identify willingness to pay and to negotiate a lump sum balance payment, arrange a payment schedule, or negotiate a contract settlement.
17. 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.
18. Provides the customer credit rating on charged off accounts to credit bureaus and other potential debtors
19. Serves as an active liaison between CFSC and the collection agencies to answer inquiries and resolve account issues promptly.
20. 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.
21. Makes recommendations to the Asset Management staff regarding how repossessed equipment should be liquidated.
22. Monitors and calculates potential loss on accounts with input from Asset Management/CRSI.
23. Establishes account deficiency through Strict Foreclosure or following the sale of equipment and subsequent collection of sale proceeds from the selling agent.
24. Prepares standardized transmittal forms for transfer of accounts to legal status.
25. Prepares documents necessary to write off the account balance following equipment liquidation and sends a notice of deficiency to the customer.
26. Prepares and files Proof of Claim on bankruptcy cases.
27. Based upon an analysis of accounts and customer assets, makes recommendation regarding the legal strategy for pursuing outstanding account balances.
28. Coordinates with the Legal Department to provide information needed to issue judgments and garnishments and pursue litigation.
29. Performs equipment audits on special accounts and authorizes and evaluates equipment inspections as needed.
30. Monitors payments received from legal accounts and takes appropriate collection action when a delinquency has been identified.
31. Monitors suspense payment balances originating from legal accounts.
32. Performs buyout calculations on legal accounts.
33. Prepares periodic status reports, summaries, statistics, results, and historical reporting to management and on regular past dues, repossession accounts, recovery or legal activities on accounts.
34. 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.
35. 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.Thorough knowledge of and advanced ability to apply collection techniques and procedures.
2.Thorough knowledge of and demonstrated ability to apply math computation skills including basic addition, subtraction, multiplication, and division.
3.Demonstrated knowledge of and demonstrated ability to apply data collection and analysis skills.
4.Demonstrated knowledge of and demonstrated ability to analyze customer credit summaries and past due accounts.
5.Thorough knowledge of and demonstrated ability to apply financing and taxation principles.
6.Demonstrated knowledge of and the demonstrated ability to prepare amortization schedules.
7.Demonstrated knowledge of and advanced ability to apply effective written and verbal communication skills and presentation skills.
8.Demonstrated ability to analyze, recommend and approve contracts for default and late charge waiver.
9.Thorough knowledge of credit and customer services concepts and techniques.
10.Thorough knowledge of CFSC financing and leasing products.
11.Thorough knowledge of financing and leasing documentation principles.
12.Thorough knowledge of billing, invoicing, and dealer payment principles and concepts.
13.Advanced ability to participate process improvement projects via continuous improvement methodology through completion and implementation.
14.Demonstrated ability to handle complaint resolutions on complex issues with limited assistance in the majority of cases, or direct to appropriate level as necessary.
15.Thorough knowledge of all UCC filing requirements and their applicability to bankruptcy laws and regulations.
16.Advanced ability to perform duties and responsibilities without supervision.
17.Advanced ability to organize, plan, train and coach other employees as needed.
18.Advanced ability to plan and facilitate meetings.
19.Proven ability to oversee assigned processes within a Region providing guidance to colleagues and updates to management.
20.Thorough ability to use acquired expertise to successfully manage duties of a more complex nature; effectively share that expertise with colleagues.
21.Demonstrated ability to be a committed student of the business; seek knowledge and experience that benefits current performance and prepares for future advancement.
22.Demonstrated ability to nurture a strong working relationship with internal and external customers, Territory Managers, and dealer personnel.
23.Advanced ability to work efficiently, guided by the priorities set by the management; strive for continuous improvement in performance of duties.
24.Advanced ability to work together with colleagues to achieve region past due goals without losing perspective of overall CFSC goals.
25.Proven ability to facilitate the timely resolution of legal accounts; work with the Legal Department to accomplish goals.
26.Advanced ability to provide leadership of the Team, during manager's absence, to achieve goals/results.
27.Advanced ability to provide total collection process support for assigned Region.
28.Advanced ability to work as a leader of less experienced Customer Accounts team members.
29.Advanced ability to ensure that existing technology is functioning properly and that proposed changes are clearly documented.
30.Advanced ability to perform project acceptance testing and quality assurance testing such that technological changes are introduced accurately.
31.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).
32.Ability to travel up to 10% of the time.
33.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 4 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.

Additional Information:

This position will be a hybrid work arrangement with a required 3 days per week working in the office, and the option to work 2 days remote.

#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 26, 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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