Customer Account Specialist

3 weeks ago

Burlington, Canada Caterpillar Full time

**Career Area**:Finance**:
**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.

**About Cat Financial**

**JOB SUMMARY**:
Support various accounts receivable management functions and bring 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 Limited.

**JOB 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.
- 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.
- May provide status and historical reporting to Customer Accounts staff and management on collection activities and accounts placed for repossession within the department.
- 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.
- Analyzes the ability to collect on recovery accounts, collects deficiency balances and coordinates recovery efforts through collection agencies.
- Collects sale proceeds on private sales.
- Reports individual collection activities to the manager on a weekly and monthly basis or as requested.
- 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. To accomplish this, Dun & Bradstreet and credit bureau reports are reviewed and evaluated. If warranted, an individual asset search is completed.
- 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.
- 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.
- Prepares periodic status reports, summaries, statistics, results and historical reporting to Customer Accounts staff and management on repossession, recovery or legal activities on accounts.
- 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.

**JOB REQUIREMENTS**:

- Knowledge of and the ability to analyze customer credit summaries and past due accounts.
- Knowledge of and the ability to prepare amortization schedules.
- Ability to analyze, recommend and approve contracts for default and late charge waiver.
- Working knowledge of customer service concepts and techniques.
- General understanding of CFSL 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 via continuous improvement methodology.
- 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 regul

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