Special Accounts Manager

**Career Area**:Finance**:
**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 Cat Financial**

**Job Purpose**:Provide overall customer relations management for the Caterpillar Financial Services Corporation (CFSC) U.S. operations.

**Principal Duties and Responsibilities**:
1. Provides management, direction, and leadership to the Customer Relations Unit.

2. Identifies customer service needs for which interactive voice response and Internet access are practical and functional.

3. Develops marketing plans for delivery of CFSC customer services via interactive voice response and the Internet.

4. Assures that customer inquiries and complaints are routed to the appropriate contact points or responded to promptly and accurately.

5. Manages the customer satisfaction and complaint management process as it relates to the department.

6. Manages the usage of the Customer Relationship Management (CRM) tools.

7. Reviews recommendations for improvement to the Unit’s existing processes, policies, procedures, standards, and measures. Has final authority for review and approval.

8. Assures that the Unit’s process measurement systems have been developed and assures that the Unit’s processes are efficient, effective and customer friendly.

9. Assures that benchmarking is initiated and completed for the Unit’s processes and that data ascertained is utilized in making process improvements and establishing acceptable internal standards.

10. Provides management support for other units as necessary.

11. Recommends new customer relations and cross-selling methods to senior management.

12. Accountable for preparation of and adherence to an annual expense forecast and budget and for monitoring results.

13. Implements actions at the Unit level to support the Corporate Strategic Plan.

14. Oversees the utilization of technology to support the Customer Relations Unit. Ensures that existing technology is functioning properly and coordinates with the Business Technology Manager through established procedures when changes are required.

15. Participates in accomplishment of continuous improvement objectives for the department.

**Basic Qualifications**
- Bachelor’s degree
- +7 years exempt experience in credit approval, collections and/or customer services
- English Advanced
- Ability and willingness to travel at least 20% of work time.

**Behavioral skills**:
Establish and maintain dealer and customer relations; Develop, nurture and maintain a strong working relationship with the Regional Offices, the Legal Department and Corporate Support Departments; Proven ability to create an environment for employees to develop and optimize their performance potential; Provide leadership in maintaining a strong commitment by the Unit to be proactive in managing the legal account portfolio and ensuring that there is a strong legal basis to support any collection and liquidation techniques utilized by the Unit.
- Fluent in English
- 10 years experience in general finance, sales and/or marketing is recommended
- Advanced knowledge of commercial laws and restrictions governing operations of CFSC, including Uniform Commercial Code and regulations concerning bankruptcy and litigation processes used to pursue deficiency accounts. - Proven ability to generate stable, reliable returns to CFSC and Caterpillar Inc. through the effective direction of recovery efforts with mínimal legal action.
- Demonstrated knowledge of how the economy and pending legislation impacts the business of CFSC in the U.S.
- Thorough knowledge of the Caterpillar dealer organization and the industries of Caterpillar dealers.

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Caterpillar is an Equal Opportunity Employer (EEO).

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