Customer Relations Representative II JOB SUMMARY: Support various portfoliomanagement efforts for Caterpillar Financial Services Corporation (CFSC) byproviding customer service in the North America Business Center (NABC). PRINCIPAL DUTIES ANDRESPONSIBLITIES: Responsibilities vary, but mayinclude various combinations of the following duties:**** 1. Responds to customerinquiries by resolving general customer issues such as calculating interestpaid, account reconciliation, answering general payment questions, providingcredit references, loan balance confirmations, creating amortization schedules,identifying contract booking errors, and issuing copies of documents. 2. Performs generalaccount maintenance such as late charge waiver and address changes. 3. Responds to customerneeds and works to develop relationships with Caterpillar dealers and TerritoryManagers. 4. Researches andevaluates more specific customer issues, develops an overall understanding ofthe NABC and FPD and refers customers to the appropriate department within forproblem resolution 5. Assists in the customersatisfaction process including reviewing customer satisfaction surveys andproviding follow-up to customers with outstanding issues. 6. Processes buyouts andcommunicates them to the requesting party, ensuring accurate input ofaccounting data and timely processing. Buyout processing involves, but is not limited to, entry of financialdata associated with buyouts, calculation of collateral release figures, auditof confirmation letters and verification of such data for accuracy andcompleteness. 7. Completes timely and accurateprocessing of paid-in-full documents to be sent to customers along with properUCC review, filing and termination or release of assets. 8. Works various daily contractdisposition reports to determine that funds were applied to the correctcontract. Work involves, but is notlimited to, matching and printing buyout quote (automated or manual), attachingcopy of check/wire to buyout quote, and disposing contract within the leasingsystem. 9. Resolves contractdisposition fund report posting errors applied to incorrect contract. Researches errors and identifies theappropriate contract and amount to be applied. Works closely with other NABC units to resolve disposition of buyoutfund problems. 10. Followsestablished procedures to perform basic accounting duties associated with theinput of contract dispositions in leasing system and manual general ledgerentries for accounting to process. 11. Identifiesdiscrepancies in funds and buyout quote. Determines whether the discrepancies are due to additional interestcalculated, late charges, taxes, insurance premiums, etc. 12. Researchesexcess funds issues and works closely with Accounts Services Manager todetermine how to apply excess funds to overdue accounts or issue a refund tothe customer. 13. Followsup on insurance continuation or disposition if no insurance evaluation is partof the buyout package. Works withCaterpillar Insurance Services Corporation (CISC) to receive credit forinsurance not used but paid in advance. 14. Withthe proper licenses, may develop insurance proposals, coverage reviews andinquiries; processes changes, cancellations and billings; responds to customerinquiries and placement coverage for CISC and related insurance entities. 15. Withthe proper licenses, may quote insurance coverage to the business unitscustomers. 16. Withthe proper licenses, may issue new and renewal insurance policies and changeendorsements. May review insurancepolicies and endorsements and may negotiate wording with insurance carriers. 17. Participatesin accomplishment of continuous improvement objectives for the department. Progress toward accomplishment of these ismeasured through maintenance of necessary measurements and analysis ofassociated data. Participates in theidentification of problem areas and development of resolutions to address them. 18. Understands the Harassment policy of the company and isresponsible for its application in all aspects of employment. JOB REQUIREMENTS: SKILLS, ABILITIES, ANDKNOWLEDGE: 1. Demonstrated knowledgeof and ability to apply math computation skills. 2. Demonstrated knowledgeof financing and taxation principles. 3. Demonstrated knowledgeof and ability to calculate casualty vales and amortization schedules. 4. Demonstrated workingknowledge of documents and the information contained therein specifically as itrelates to customer inquiries. 5. Advanced knowledge ofcustomer services concepts and techniques. 6. Demonstrated knowledgeof the accounting, leasing and collections systems. 7. Demonstrated thoroughknowledge of finance/leasing products, policies, and procedures. 8. Demonstrated knowledgeof UCC filing requirements and regulations. 9. Demonstrated ability toanalyze customer credit summaries. 10. Demonstrated knowledgeof accounting principles and the ability to verify accuracy and completeness ofsuch information. 11. Demonstrated knowledgeof insurance policies, products and coverage. 12. Ability to sit, focuson computer screen, and type on keyboard for long periods of time (at least 2hours). 13. Demonstrated ability tomake contact with customers via telephone system for long periods of time. 14. Demonstrated knowledgeof financial products and tools available to customers and the ability to usecross-selling techniques to improve acceptance and increase customerutilization. 15. Demonstrated ability tobe a committed student of the business; seek knowledge and experience tobenefit current performance and prepare for future advancement. 16. Demonstrated ability tonurture strong working relationships with other headquarters personnel,territory managers, and dealer personnel. 17. Demonstrated ability towork efficiently guided by the priorities set by management; strives forcontinuous improvement in performance of duties. 18. Demonstrated ability tolearn and practice CFSC policies and procedures. 19. Demonstrated ability towork together with colleagues to achieve unit goals without losing perspectiveof overall CFSC goals. ** ** **EDUCATION/EXPERIENCE: A 4-yearcollege or university degree in any discipline and a minimum of 2 years exemptexperience in credit, customer services, collections, marketing, financialstatement analysis and/or related discipline is recommended. Previous exempt work experience must beprogressively increasing in responsibility and accountability and demonstratean ability to gain knowledge, skills, and responsibility such that a level offull competency can be reached. Equivalent experience may be substituted for education. ** EEO/AA Employer. All qualified individuals including minorities, females, veterans and individuals with disabilities are encouraged to apply. #LI **Primary Location: **United States-Tennessee-Nashville **Work Locations: ** **Job: **U.S. Core Business Functions **Organization: **Caterpillar Underground Mining