.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:Address customer issues and resolve complaints.Ensure all customer communication is clearly documented.Answer inbound customer service inquiries.Provide analysis or troubleshooting and redirect them when appropriate.Identify issues and determine appropriate course of action for effective resolution.Understand products and services offered, providing appropriate solutions to customer queries.Manage various collection efforts related to assigned portfolio while maintaining goodwill with customers.Analyze past due results and provide regular updates to management regarding collection activity on priority accounts.Recommend additions, deletions, and modifications to the Potential Credit Loss Report.Provide thoughtful and timely answers to customer inquiries and work to resolve customer service issues related to invoicing, due date changes, principal reductions, account reconciliations, interest paid letters, and other similar issues.Provide accurate and timely buyout quotes to customers and other related parties.Work with Cash Applications Department to ensure correct application and accounting of funds received.Complete accurate and timely processing of contract terminations, which includes but is not limited to preparing and sending paid-in-full documents.Participate 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.Participate in the identification of problem areas and development of resolutions to address them.Understand the Harassment policy of the company and be responsible for its application in all aspects of employment.What Skills You Will Have:Customer Focus:Communicate the importance of customer needs/expectations and commit to resolving them.Research and verify customer needs and expectations.Solicit customer satisfaction feedback and act on improvement opportunities.Help link organizational objectives to customer needs and expectations.Meet regularly with customers to understand their wants, needs, and expectations.Data Gathering & Analysis:Follow proper data gathering and analysis processes and policies.Report problems that arise in the data collection process