Senior Customer Service Representative

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.

Job Summary:

The role supports comprehensive portfolio management activities for Caterpillar Financial Services Corporation (CFSC), ensuring operational excellence and risk mitigation across customer accounts. This position serves as a key point of contact for customer service matters in the absence of the Customer Support Manager, providing leadership and guidance to the team.

Responsibilities

• Monitor and report overdue account collections.
• Recommend updates to credit loss reports.
• Resolve customer inquiries (billing, due dates, reconciliations).
• Approve and process contract modifications.
• Ensure proper loan/lease collateral security.
• Manage Risk Sharing data and dealer communications.
• Maintain and update Risk Sharing Model policies and manuals.
• Support contract terminations, repossessions, and legal recovery.
• Collaborate with Cash Application for accurate fund processing.
• Drive continuous improvement initiatives.

Educational Requirements

• Bachelor’s degree in finance, Business Administration, or a related field.
• Expert in credit, customer service, collections, marketing, or sales.
• Fluent English

Skills:

Customer Focus

• Proficient in analyzing credit profiles and managing delinquent accounts.
• Strong knowledge of financial principles, taxation, and Caterpillar products.
• Expert in customer service, collections, billing, and leasing solutions.
• Expert in financial analysis and regulatory compliance, including UCC filings.

Service Excellence

• Anticipates and addresses customer needs proactively.
• Resolves complex issues and mentor’s others in service delivery.
• Apply service recovery strategies to maintain customer trust.

Decision Making

• Applies critical thinking to evaluate options and predict outcomes.
• Advises on data-driven decisions using appropriate methodologies.

Listening

• Actively seeks understanding through feedback and clarification.
• Responds effectively to verbal and non-verbal cues.

Relationship Management

• Builds and sustains long-term client and vendor relationships.
• Aligns team efforts with client priorities and expectations.

Additional Information:

• Location: Santa Catarina, Nuevo Leon
• Sponsorship for foreign candidates is not available
• Relocation assistance is not available for this position. Any relocation costs incurred would be the responsibility of the selected candidate
• Don’t forget to include a resumé in English in your profile in Workday​

Final details

Please frequently check the email associated with your application, including the junk/spam folder, as this is the primary correspondence method. If you wish to know the status of your application – please use the candidate log-in on our career website as it will reflect any updates to your status.

The Caterpillar Code of Conduct states that we will select and place employees based on their qualifications for the job to be performed, without regard to race, religion, national origin, color, gender, gender identity, sexual orientation, age or disability. In this company we do not request pregnancy tests, nor HIV tests as requirements for employment entry, permanence or promotion.

Posting Dates:

Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply

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