Customer Accounts Specialist

Caterpillar • Tullamarine, Victoria, Australia • 4d ago

Career Area:

Finance

Job Description:

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 Us:

Cat Financial is Caterpillar’s captive finance company. Cat Financial isn’t a traditional financial institution. We are part of the Caterpillar family and work with Caterpillar’s customers and dealers. We provide retail and wholesale financing solutions to Cat customers and dealers for the complete line of Cat equipment.

For over 95 years, Caterpillar has been making sustainable progress possible and driving positive change on every continent. Here you’ll find challenges that excite you and development opportunities to build a lifelong career.

About the Opportunity:

Cat Financial currently has an opportunity for a Customer Accounts Specialist to join their team.

This role will be responsible for contacting customers to determine reason for payment delinquency and obtain payment commitment.

Responsibilities:

Proactively contact customers to discuss overdue payments and identify solutions to bring accounts current.
Maintain accurate and comprehensive records of customer interactions, payment history, and account status.
Take full ownership of a designated customer portfolio, ensuring consistent follow-up and resolution.
Identify and escalate accounts requiring special handling, including complex cases or sensitive customer situations.
Utilise internal systems to track account activity, gather relevant information, and troubleshoot issues independently.
Collaborate with internal teams to ensure alignment on customer communications and account strategies.
Demonstrate empathy and professionalism in all customer interactions, promoting positive outcomes and long-term relationships.

Skills / Experience:

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.
Accuracy and Attention to Detail: Understanding the necessity and value of accuracy; ability to complete tasks with high levels of precision.
Conflict Management: Knowledge of managing conflicts; ability to anticipate, recognise, and deal effectively with existing or potential conflicts at the individual, group, or situation level.
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 behaviours.
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.
Outbound Processing: Knowledge of outbound processing; ability to utilize the approaches, tools and techniques for operating an outgoing customer interaction function (phone, email, postal mail, Internet, on-site).
Perseverance and Follow-Through: Knowledge of how to maintain and record contact with customers and prospects; ability to effectively continue an approach to a customer or customer group through repeated contacts and in spite of initial uncertainty about the outcome.