Career Area:

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.

About The Role:

Caterpillar currently has a 12 month fixed term contract opportunity for an experienced Customer Service Representative to join Caterpillar Financial Australia Limited.

The role of the Customer Services Representative provides first line support, coordinates services, resolves issues and/or recommends selected products and services.

Responsibilities include;

Responds to customer needs by resolving general customer issues such as calculating interest paid, account reconciliation, answering general payment questions, providing credit references, loan balance confirmations, creating amortization schedules, updating customer maintenance records, identifying contract booking errors, and issuing copies of documents.

Calculates contract buyouts and communicates them to the requesting party, ensuring accurate input of accounting data and timely processing.

Performs general account maintenance such as late charge waiver and address changes.

Responds to customer needs and works to develop relationships with Caterpillar dealers and Territory Managers.

Resolves termination and adjustment grief.

Reconciles customer accounts. 

Researches and evaluates more specific customer issues, develops an overall understanding of the business and refers customers to the appropriate department within for problem resolution

Key skills required to be successful in the role;

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.

Data Gathering & Analysis: Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment.

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.

Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.

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.

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.

Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.

Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

Qualifications and Experience

•            University degree or equivalent experience desired or

•            Minimum of 5 years working in a similar role

•            Finance industry experience desired but not essential

Posting Dates:

Caterpillar is an Equal Opportunity Employer (EEO).

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