Customer Accounts Specialist

2 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.

**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**

**Role Definition**
Contacts customers to determine reason for payment delinquency and obtain payment commitment.

**Responsibilities**
- Maintaining accurate and thorough records of customer payment history and status of account.
- Placing routine calls to customers as first point of contact to obtain payment for goods or services.
- Take ownership of customer portfolio. Recognize calls requiring special handling or customized responses and escalating accordingly.
- Use computerized system for tracking, information gathering and troubleshooting by working independently

**Degree Requirement**
Degree or equivalent experience desired

**Bilingualism**

Bilingual proficiency in French is preferred - verbal and written

**Skill Descriptors**
**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.
- Level Working Knowledge: _
- Provides a quality of service that customers describe as excellent.
- Resolves common customer problems.
- Responds to unexpected customer requests with a sense of urgency and positive action.
- Provides direct service to internal or external customers.
- Documents customer complaints in a timely manner.

**Accuracy and Attention to Detail**:Understanding the necessity and value of accuracy; ability to complete tasks with high levels of precision.
- Level Working Knowledge: _
- Accurately gauges the impact and cost of errors, omissions, and oversights.
- Utilizes specific approaches and tools for checking and cross-checking outputs.
- Processes limited amounts of detailed information with good accuracy.
- Learns from mistakes and applies lessons learned.
- Develops and uses checklists to ensure that information goes out error-free.

**Conflict Management**:Knowledge of managing conflicts; ability to anticipate, recognize, and deal effectively with existing or potential conflicts at the individual, group, or situation level.
- Level Basic Understanding: _
- Demonstrates willingness to examine own position.
- Identifies potential and actual conflicts in own area.
- Cites instances of healthy and destructive conflicts.
- Discusses the causes of conflict; describes typical scenarios that lead to conflict.

**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.
- Level Basic Understanding:_
- Explains characteristics and steps in an effective decision-making process.
- Identifies issues and communicates with others when a decision needs to be made.
- Names decision makers in own environment and cites examples of past decisions.
- Describes types of decisions incumbent may and may not make in own job or function.
- Level Working Knowledge: _
- Delivers helpful feedback that focuses on behaviors without offending the recipient.
- Listens to feedback without defensiveness and uses it for own communication effectiveness.
- Makes oral presentations and writes reports needed for own work.
- Avoids technical jargon when inappropriate.
- Looks for and considers non-verbal cues from individuals and groups.

**Negotiating**:Knowledge of successful negotiation concepts and techniques; ability to negotiate successfully across the organization and with external vendors and clients in a constructive and collaborative manner.
- Level Basic Understanding: _
- Describes qualities of effective and ineffective negotiations.
- Explains the basic concepts of negotiating.
- Accesses organizational policies and practices for negotiating.
- Utilizes techniques for establishing rapport and building trust.
- Level Basic Understanding: _
- Explains current workflow processes for marketing to existing customers.
- Describes key metrics used to evaluate efficiency and effectiveness of outbound processing.



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