Serve as the primary point of contact for all customers enrolled in FLIN's Mediasi Utang Program
Handle all customer concerns, queries, and complaints with professionalism, empathy, and efficiency
Proactively reach out to customers at regular intervals to maintain engagement and program adherence
Calm customers who receive communications from lenders collection teams — explain their legal rights and provide structured guidance on how to respond
Clearly communicate the do's and don'ts during the mediation program to prevent customer actions that could jeopardize negotiations
Maintain thorough, up-to-date records of all customer interactions in the CRM system
Act as the primary liaison between the Mediasi Utang Sales Team and the internal mediation and negotiation team
Ensure smooth handover of customer cases from sales onboarding to active mediation management
Relay mediation and negotiation updates received from lenders to customers in a timely, clear, and reassuring manner
Flag customer concerns or case escalations to the mediation team and coordinate appropriate responses
Align settlement structures with customer expectations and FLIN's operational standards
Educate customers on unsecured lending structures: how interest accrues, penalty mechanics, and how collection cycles work
Explain lender recovery stages and set realistic expectations on settlement timelines
Inform customers of their legal rights and protections when dealing with debt collectors (in line with OJK guidelines)
Advise customers to prioritize essential living expenses during financial distress
Clarify the impact of delinquency on credit bureau records (SLIK OJK) and future financing eligibility
Support customers in transitioning toward structured, responsible debt resolution
Collect all program fees from enrolled customers in accordance with agreed payment schedules
Monitor each customer's monthly savings plan progress and flag deviations early
Provide personalized advice to customers on managing their savings plan, prioritizing repayments, and adjusting their financial behavior where necessary
Escalate non-compliance or savings plan risks to the program manager and propose corrective actions
Maintain accurate records of fee collections and savings milestones per customer
Assist in conducting end-to-end negotiations with digital lenders, P2P platforms, multi-finance companies, and banks on behalf of enrolled customers
Negotiate principal reductions, interest waivers, penalty eliminations, and systematic settlement timelines
Manage settlements across current accounts, overdue accounts, and charged-off portfolios
Ensure legally binding and compliant settlement documentation
Success in lender negotiation will be assessed by: average discount secured, settlement success rate per lender, time-to-settlement, and Dana Talangan eligibility conversion rate.
Analyze borrower cash flow, liabilities, and repayment capacity
Determine optimal settlement sequencing in multi-lender situations
Design phased settlement plans to unlock Dana Talangan's eligibility
Monitor settlement KPIs: discount rate by lender category, closure cycle times, conversion rates, and customer drop-off rates
Identify patterns in lender behavior to improve negotiation strategies
Prepare structured performance and customer progress reports
Utilize Excel, CRM, and internal dashboards to optimize outcomes
Minimum Qualifications
2–4 years of experience in a customer-facing debt restructuring or loan settlement role, including direct interaction with distressed borrowers
Demonstrated ability to manage emotionally sensitive conversations with empathy, composure, and professionalism
Proven track record of guiding borrowers through structured financial programs or debt resolution processes
Established relationships with P2P lenders in Indonesia, multi-finance companies, and digital lending institutions is a strong plus
Comprehensive understanding of the Indonesian unsecured lending landscape, OJK regulations, and collections ecosystem
Problem-solving: Ability to diagnose customer situations quickly and propose practical, compliant solutions
Professional management of distressed borrowers: Experience handling emotionally charged, high-stakes customer interactions with dignity and control
High emotional intelligence (EQ): Ability to de-escalate tension, show genuine empathy, and maintain customer trust throughout the program
Negotiation and persuasion: Skilled at influencing both customers and lenders toward mutually beneficial outcomes
Understanding of the lender recovery lifecycle: Knowledge of how lenders progress from delinquency to collections to write-off, and the negotiation windows at each stage
Data-driven approach: Ability to track, analyze, and act on performance metrics, savings plan data, and lender behavior patterns
Communication: Clear, calm, and reassuring communicator in both customer-facing and internal settings
CRM & Tools: Proficiency in Excel, CRM applications, and internal dashboards
