Customer Services Representative

Описание

Important note: Your CV should be submitted in English language. CV submitted in other language might not be considered for this opportunity.

About Caterpillar Financial Products Division (FPD):

We help our customers, dealers and Caterpillar succeed through financial services solutions. We are the financial arm of Caterpillar Inc. headquartered in Nashville, Tennessee, with offices and subsidiaries located throughout North and South America, Asia, Africa, Australia and Europe.

Role Definition
Provides first line of support, coordination of services, problem resolution and/or recommendations on selected products and services.

What You Will Do:
Document Verification & Client Onboarding

• Authenticate Client Documentation: Review and verify registration documents for accuracy and completeness; ensure all required files are received and properly organized.

• Client Identification & Data Entry: Determine client status (new or existing), assess payment history, and input detailed client data (e.g., address, bank info, ownership) into internal systems.

• Compliance Checks: Conduct due diligence on beneficial owners, directors, and politically exposed persons (PEPs) using official databases; update records accordingly.

AML Risk Assessment & Monitoring

• Assign & Review Risk Levels: Evaluate clients' AML risk levels before onboarding and during regular reviews (annually for low-risk, biannually for high-risk clients).

• Monitor Suspicious Activity: Identify and report unusual transactions, such as third-party payments or early lease terminations without clear reasons.

• Escalate Non-Compliance: Flag clients who breach payment terms or exhibit suspicious financial behaviour for further investigation.

Transaction Oversight & Reporting

• Regulatory Reporting: Track and report transactions exceeding legal thresholds in compliance with financial regulations.

• Suspicious Transaction Alerts: Monitor and document irregular financial activities, ensuring timely reporting to compliance teams.

Skills 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.

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.

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.

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.

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.

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 behaviours.

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.

Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

Top Candidates Will Have:

• Degree in Finance, Economics, or related field.

• Excellent command of Russian and Kazakh is required; English at a communicative level (minimum B1/B2) to ensure effective internal and external communication.

• Prior experience in Banking or Insurance sector (2-3 years).

Additional Information:
Business travel time is not expected for this role.

This role requires your presence at our office and is not eligible for remote or hybrid work.