**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.**Job Summary**Perform and support various accounts receivable management efforts for healthy portfolio for Caterpillar Financial Services Corporation.**What You Will Do**1.Perform collection on delinquent active and deficiency contracts through any valid communication means and field visits.2.Recommends, leads and conducts recoveries of assets or repossession of equipment, which includes arranging legal correspondence and transportation and safe storage of the equipment.3.Reports and recommends additions, removal and changes to the Potential Credit Loss Report.4.Develops and nurtures a strong working relationship with Dealer, Territory Managers and customers for an coverage portfolio.5.Coordinates timely resolution and escalation of customer service issues on active past due and deficiency accounts.6.Reports individual collection activities to the Manager and management on regular basis and as requested, through internal reporting system.7.Provide timely reporting of repossessed assets and deficiency accounts being referred for legal action to other business units as required, including Remarketing and Legal.8.Understands the established continuous improvement objectives for the department. Measures progress toward the continuous improvement standards and ensure that the necessary measurements are maintained. Participates in the resolution of any identified problems. Analyzes data and makes all business decisions based on such analysis.**What You Have**- A 4-year college or university degree in any discipline.- Equivalent experience of early and long default arrears accounts collection for consecutive 4-5 years are recommended.- Experience in successful collaboration with legal counsel in legal actions (PKPU and bankruptcy) and recovery of asset through fiduciary action.- Other skills:**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.- Focuses activities on developing and maintaining positive customer relationships.- Cites the cost and benefits of good versus poor customer service.- Knowledge to analyse and summarize past due customer data.- Prepare and recommends any waiver case to manager and management.**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.- Provides a quality of service that customers and business partners describe as excellent.- Responds to unexpected customer and business partner requests with a sense of urgency and positive action.- Provides direct service to internal or external customers and business partners.- Documents complaints in a timely manner.**Decision Making and Critical Thinking**:Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyse situations and reach productive decisions based on informed judgment.- 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.- Delivers helpful feedback that focuses on behaviours 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.- Identifies and documents specific problems and resolution alternatives.- Examines a specific problem and understands the perspective of each involved stakeholder.- Develops alternative techniques for assessing accuracy and relevance of information.- Helps to analyse risks and benefits of alternative approaches and obtain decision on resolution.- Uses fact-finding techniques and diagnostic tools to identify problems.**Relationship Management**:Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with customers, business partners and peers.- Provides prompt and effective responses to client requests and interactions.- Monitors client satisfaction levels on a regular basis.- Alerts
