Customer Solutions Support Manager

**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**:
Provide supervision to the Restructure credit staff in the daily operations of the NABC to maximize the productivity, profitability, and customer service of the department.

**PRINCIPAL JOB DUTIES AND RESPONSIBILITIES**:

- Manages the daily credit restructure approval and credit investigation activities for the department and supervises and distributes work assignments to the staff who perform those functions.
- Reviews transactions in excess of the Restructure Analyst’s authority.
- Makes recommendations for approval to manager when transactions exceed Customer Solutions Manager’s credit authority.
- Develops and implements individual career development plans for employees. Coordinates training for all employees.
- Monitors KCP measurements to ensure customer service goals are achieved.
- Reviews expenses to control the budget.
- Works with management of other NABC Units to coordinate the allocation of staff during peak periods of business.
- Works with management in Restructure Document Services to ensure quotes and documents accurately reflect credit decisions, which include the negotiation of documents as needed.
- Interacts with end-users, when necessary, to negotiate the terms and conditions of credit decisions.
- Assists in the development and implementation of workflow processes for the department. Consults with manager regarding changes to credit policies.
- Works with Area Managers and Territory Managers to negotiate acceptable approval of credit restructure submissions.
- 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 Equal Opportunity and Harassment policies of the company, applies them in all aspects of management and maintains an environment, which is consistent with these policies.

**JOB REQUIREMENTS**:

- Advanced ability to establish and maintain dealer and customer relations. Proven knowledge of finance/leasing products, policies and procedures.
- Thorough knowledge of the Caterpillar dealer organization. Through knowledge of the industries served by Caterpillar dealers.
- Thorough knowledge of the CFSC billing and invoicing processes. Thorough ability to read and analyze various financial and business reports.
- Thorough knowledge of commercial laws and restrictions governing operations of CFSC, including Uniform Commercial Code.
- Advanced knowledge of CFSC credit and documentation processes, procedures and operations. Thorough ability to perform financial statement analysis.
- Thorough ability to analyze customers’ financial condition.
- Advanced knowledge of pricing /amortization techniques and subsidy and overrate concepts. Ability to sit up to 80% of the workday and view computer monitors for 60% of the workday.
- Provide leadership for the restructure credit staff for new business and ensure their focus is on portfolio quality goals.
- Proven ability to develop and nurture positive relationships with external and internal customers.
- Proven ability to create and maintain an environment conducive to collaboration between the department, Region Offices and Corporate Support Departments.
- Advanced ability to create an environment for employees to develop and optimize their performance potential.
- Proven ability to maintain an atmosphere that promotes the highest quality of customer service.

**EDUCATION/EXPERIENCE**:

- Previous exempt 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.
- Equivalent experience may be substituted for education.

**DISCLAIMER**: The preceding job description has been designed to describe the general nature and level of work being performed by people assigned to this job. It is not designed to contain or be interpreted as an exhaustive summary of all responsibilities, duties and effort required of employees assigned to this job. At the discretion of management, this description may be changed at anytime to address the evolving needs of the organization.

Caterpillar is an Equal Opportunity Employer (EEO).

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