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Customer Relations Representative II

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Location: Nashville, TN, United States
Date Posted: Mar 9, 2021
Closing Date: Mar 9, 2021

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Support various portfolio management efforts for Caterpillar Financial Services Corporation (CFSC) by providing customer service in the North America Business Center (NABC).

PRINCIPAL DUTIES AND RESPONSIBLITIES:  Responsibilities vary, but may include various combinations of the following duties:
1.     Responds to customer inquiries 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, identifying contract booking errors, and issuing copies of documents.
2.     Performs general account maintenance such as late charge waiver and address changes.
3.     Responds to customer needs and works to develop relationships with Caterpillar dealers and Territory Managers.
4.     Researches and evaluates more specific customer issues, develops an overall understanding of the NABC and FPD and refers customers to the appropriate department within for problem resolution
5.     Assists in the customer satisfaction process including reviewing customer satisfaction surveys and providing follow-up to customers with outstanding issues.
6.     Processes auto buyouts and communicates them to the requesting party, ensuring accurate input of accounting data and timely processing.  
7.     Researches errors and identifies the appropriate contract and amount to be applied.  Works closely with other NABC units to resolve disposition of buyout fund problems.
8.     Sets up and processes ACH and Western Union electronic payments, utilizing the lease accounting software of CFSC, CFSL and Capital Solutions.  
9.     Sets up payments on customer accounts for direct debits.
10.     May be responsible for basic reconciliations and research on CFSC, CFSL and Capital Solutions customer’s accounts requested and per business need.
11.     Identifies discrepancies in funds and buyout quote.  Determines whether the discrepancies are due to additional interest calculated, late charges, taxes, insurance premiums, etc.
12.     Researches excess funds issues and works closely with Customer Receivables Manager to determine how to apply excess funds to overdue accounts or issue a refund to the customer.
13.     Follows up on insurance continuation or disposition if no insurance evaluation is part of the buyout package.  Works with Caterpillar Insurance Services Corporation (CISC) to receive credit for insurance not used but paid in advance.
14.     With the proper licenses, may develop insurance proposals, coverage reviews and inquiries; processes changes, cancellations and billings; responds to customer inquiries and placement coverage for CISC and related insurance entities.
15.     With the proper licenses, may quote insurance coverage to the business unit’s customers.
16.     With the proper licenses, may issue new and renewal insurance policies and change endorsements.  May review insurance policies and endorsements and may negotiate wording with insurance carriers.
17.     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.
18.     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 financing and taxation principles.
3.    Demonstrated knowledge of and ability to calculate casualty vales and amortization schedules.
4.    Demonstrated working knowledge of documents and the information contained therein specifically as it relates to customer inquiries.
5.    Advanced knowledge of customer services concepts and techniques.
6.    Demonstrated knowledge of the accounting, leasing and collections systems.
7.    Demonstrated thorough knowledge of finance/leasing products, policies, and procedures.
8.    Demonstrated knowledge of UCC filing requirements and regulations.
9.    Demonstrated ability to analyze customer credit summaries.
10.    Demonstrated knowledge of accounting principles and the ability to verify accuracy and completeness of such information.
11.    Demonstrated knowledge of insurance policies, products and coverage.
12.    Ability to sit, focus on computer screen, and type on keyboard for long periods of time (at least 2 hours).
13.    Demonstrated ability to contact customers via telephone system for long periods of time.
14.    Demonstrated knowledge of financial products and tools available to customers and the ability to use cross-selling techniques to improve acceptance and increase customer utilization.
15.    Demonstrated ability to be a committed student of the business; seek knowledge and experience to benefit current performance and prepare for future advancement.
16.    Demonstrated ability to nurture strong working relationships with other headquarters personnel, territory managers, and dealer personnel.
17.    Demonstrated ability to work efficiently guided by the priorities set by management; strives for continuous improvement in performance of duties.
18.    Demonstrated ability to learn and practice CFSC policies and procedures.
19.    Demonstrated ability to work together with colleagues to achieve unit goals without losing perspective of overall CFSC goals.


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 related discipline is recommended.  P&C Insurance License is preferred. Previous exempt work experience must be progressively increasing in responsibility and accountability and demonstrate an ability to gain knowledge, skills, and responsibility such that a level of full competency can be reached.  Equivalent experience may be substituted for education. 

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Job Info

Mar 9, 2021


United States

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