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.
About Cat Financial
Cat Financial is a subsidiary of Caterpillar Inc., the world’s leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For more than 40 years, Cat Financial has provided a wide range of financing solutions to customers and Cat® dealers for machines, engines, Solar® gas turbines, genuine Cat parts and services. Headquartered in Nashville, Tennessee, Cat Financial serves customers globally with offices and subsidiaries located throughout North and South America, Asia, Australia, Europe and Africa. Visit cat.com to learn more about Cat Financial.
Caterpillar Financial Services (Philippines, Manila) currently has an opportunity for an experienced Credit Analyst to join the team.
Job Summary
Provides first line of support, coordination of services, problem resolution and/or recommendations on selected products and services.
What You Will Do
• Addressing customer issues and resolving complaints. Ensuring all customer communication is clearly documented.
• Answering inbound customer service inquiries. Providing analysis or troubleshooting and redirecting them when appropriate.
• Identifying issues and determining appropriate course of action for effective resolution.
• Understanding of products and services offered, providing appropriate solutions to customer queries.
What You Have
Customer Focus : Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
• Communicates the importance of customer needs/expectations and commits to resolving them.
• Solicits customer satisfaction feedback and acts on improvement opportunities.
• Helps link organizational objectives to customer needs and expectations.
• Meets regularly with customers to understand their wants, needs and expectations.
Data Gathering & Analysis : Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment.
• Follows proper data gathering and analysis processes and policies.
• Reports problems that arise in the data collection process.
• Participates in gathering and analyzing an organization's data based on requirements.
• Documents data from various sources and in various formats.
• Utilizes basic data collection and evaluation tools and techniques.
Service Excellence : Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
• Provides a quality of service that customers describe as excellent.
• Resolves common customer problems.
• Responds to unexpected customer requests with a sense of urgency and positive action.
• Documents customer complaints in a timely manner.
Consulting : Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.
• Explains the roles and responsibilities of a consultant.
• Lists the typical phases of a consulting assignment or project.
• Presents a professional image, especially when dealing with customers.
• Describes the consulting process and relationship with clients.
Decision Making and Critical Thinking : Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
• Explains characteristics and steps in an effective decision-making process.
• Identifies issues and communicates with others when a decision needs to be made.
• Names decision makers in own environment and cites examples of past decisions.
• Describes types of decisions incumbent may and may not make in own job or function.
Effective Communications : Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
• Delivers helpful feedback that focuses on behaviors without offending the recipient.
• Listens to feedback without defensiveness and uses it for own communication effectiveness.
• Makes oral presentations and writes reports needed for own work.
• Looks for and considers non-verbal cues from individuals and groups.
Problem Solving : Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
• Describes problem reporting and escalation practices.
• Utilizes accepted procedures for problem analysis and resolution.
• Identifies key aspects of problem-solving techniques used in own area.
Relationship Management : Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
• Provides examples of the characteristics of effective business relationships.
• Explains the benefits of building business partnerships.
Additional Details
; however, as a global company, Caterpillar offers many job opportunities outside of Philippines which can be found through our employment website at .
About Caterpillar
Caterpillar Inc. is the world’s leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For nearly 100 years, we’ve been helping customers build a better, more sustainable world and are committed and contributing to a reduced-carbon future. Our innovative products and services, backed by our global dealer network, provide exceptional value that helps customers succeed.
LI-Hybrid
Posting Dates:
July 18, 2024 - July 31, 2024
Caterpillar is an Equal Opportunity Employer (EEO).