.Career Area: FinanceJob 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.Job Summary:Provides first line of support, coordination of services, problem resolution and/or recommendations on selected products and services.What You Will Do:Addressing customer issues and resolving complaints.Ensuring all customer communication is clearly documented.Answering inbound customer service inquiries.Providing analysis or troubleshooting and redirecting them when appropriate.Identifying issues and determining appropriate course of action for effective resolution.Understanding of products and services offered, providing appropriate solutions to customer queries.Manages various collection efforts related to assigned portfolio while maintaining goodwill with customers.Analyzes past due results and provides regular updates to management regarding collection activity on priority accounts.Recommends additions, deletions, and modifications to the Potential Credit Loss Report.Provides thoughtful and timely answers to customer inquiries and works to resolve customer service issues related to invoicing, due date changes, principal reductions, account reconciliations, interest paid letters, and other similar issues.Provides accurate and timely buyout quotes to customers and other related parties.Works with Cash Applications Department to ensure correct application and accounting of funds received.Completes accurate and timely processing of contract terminations, which includes but is not limited to preparing and sending paid-in-full documents.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.Understands the Harassment policy of the company and is responsible for its application in all aspects of employment.What Skills You Will Have:Customer Focus:Communicates the importance of customer needs/expectations and commits to resolving them.Researches and verifies customer needs and expectations.Solicits customer satisfaction feedback and acts on improvement opportunities.Helps link organizational objectives to customer needs and expectations.Meets regularly with customers to understand their wants, needs and expectations.Data Gathering & Analysis:Follows proper data gathering and analysis processes and policies