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Customer Services Representative II

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Location: Nashville, TN, United States
Date Posted: Dec 20, 2019

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Job Description




JOB SUMMARY:  Support various portfolio management efforts for Caterpillar Financial Services Corporation (CFSC).






  1. Manages various collection efforts related to assigned portfolio while maintaining goodwill with customers.

  2. Analyzes past due results and provides regular updates to management regarding collection activity on priority accounts.

  3. Recommends additions, deletions, and modifications to the Potential Credit Loss Report.

  4. Provides thoughtful and timely answers to customer inquiries and works to resolve customer service issues related to invoicing, due date changes, principal reductions, account reconciliations, interest paid letters, and other similar issues. 

  5. Recommends and approves contract modifications within authority, and ensures accurate and timely processing of documentation and accounting system changes.

  6. Completes all activities necessary to establish and maintain proper security interest in collateral related to affected loans and leases.

  7. Provides accurate and timely buyout quotes to customers and other related parties.

  8. Works with Cash Applications Department to ensure correct application and accounting of funds received.

  9. Completes accurate and timely processing of contract terminations, which includes but is not limited to preparing and sending paid-in-full documents and releasing liens and/or mortgages.

  10. 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.

  11. Understands the Harassment policy of the company and is responsible for its application in all aspects of employment.











  1. Demonstrated knowledge of and ability to apply math computation skills.

  2. Demonstrated knowledge of and ability to analyze customer credit summaries and past due accounts.

  3. Demonstrated knowledge of and ability to apply financing and taxation principles.

  4. Demonstrated knowledge of and ability to calculate casualty values and amortization schedules.

  5. Demonstrated knowledge of Caterpillar products, their applications, and the markets.

  6. Demonstrated knowledge of and ability to apply customer services and collection concepts and techniques.

  7. Demonstrated knowledge of and ability to apply CFSC’s financing and leasing products.

  8. Demonstrated knowledge of and ability to apply billing, invoicing and dealer payment principles and concepts.

  9. Demonstrated knowledge of and ability to apply the UCC filing requirements and the applicability to bankruptcy laws and regulations.

  10. Ability to drive a car or adequately arrange for transportation to and from dealerships, customer sites, etc.


    EDUCATION/EXPERIENCE:  A 4-year college or university degree in any discipline and a minimum of 2 years exempt experience in credit, customer services, collections, marketing, financial statement analysis and/or a related discipline is recommended.  Previous exempt work 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.


University degree in business, finance or economics


Desired skills/experience

Previous collection, account reconciliation, buy-out, modification, end of lease, and termination/disposition experience,






EEO/AA Employer. All qualified individuals – including minorities, females, veterans and individuals with disabilities – are encouraged to apply.




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Job Info

Dec 20, 2019


United States