Customer Services Representative - Santiago, Chile - Caterpillar Financial Services Corporation

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Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you'rejoining 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'tjust 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 to learn more about Cat Financial.

At Caterpillar, you build what matters—whether it's the career you want, crucial work skills, strong relationships or new digital technologies. There are big jobs to be done worldwide—building critical infrastructure, bolstering local economies, meeting the demand for energy—and that work is powered by our people, which is build through diversity, aiming to achieve the best results.

If you are looking for personal and professional growth in a company with an inclusive culture that seeks equity, respect differences and believes in employee's potential, this is the right place We consider in all positions people with disabilities, diverse gender, culture, labor unions, political beliefs, ethnicity, religion, age, generation, race, nationality and sexual orientation.

JOB SUMMARY : Support various portfolio management efforts for Caterpillar Financial Services Corporation.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• 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.

• Lead and develop Customer Service initiatives, identifying issues and determining appropriate course of action for effective resolution to increase Customer Satisfaction.

• Understanding of products and services offered, providing appropriate solutions to customer queries.

• Responsible for the entire modification process (credit restructure). This includes reviewing and redefinition of the current process, identifying customers in financial distress, offering restructures, and providing payment relief by modifying the initial agreement.

• Responsible for monitoring and reporting the customer service KPIs to ensure appropriate follow-up of the department's actions.

• Lead and develop Customer Service initiatives, identifying issues and determining appropriate course of action for effective resolution to increase Customer Satisfaction.

• Develop solid and collaborative interdepartmental relationships with Sales, Credit, Operations, Finance, and other departments to enhance processes and customer experience.

JOB REQUIREMENTS :
1. Demonstrated knowledge of and ability to apply math computation skills.

2. Demonstrated knowledge of and ability to analyze customer credit summaries and past due accounts.

3. Demonstrated knowledge of and ability to apply financing and taxation principles.

4. Demonstrated knowledge of and ability to calculate casualty values and amortization schedules.

5. Demonstrated knowledge of Caterpillar products, their applications, and the markets.

6. Demonstrated knowledge of and ability to apply customer services and collection concepts and techniques.

7. Demonstrated knowledge of and ability to apply financing and leasing products.

8. Demonstrated knowledge of and ability to apply billing, invoicing and dealer payment principles and concepts.

9. Demonstrated knowledge of and ability to apply the UCC filing requirements and the applicability to bankruptcy laws and regulations.

10. Ability to drive a car or adequately arrange for transportation to and from dealerships, customer sites, etc.

Skills required:

• Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.

• Data Gathering & Analysis: Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment.

• Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.

• Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.

• Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.

• Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.

• Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.

• Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

EDUCATION/EXPERIENCE:

A 4-year university degree in any discipline related to Industrial Civil Engineering and a minimum of 3 years experience in credit, customer services, collections, marketing, financial statement analysis and/or a related discipline 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. English Advanced

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Caterpillar is an Equal Opportunity Employer (EEO).

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