Manage the day-to-day collection operations for overdue P2P lending accounts, including case allocation, collection cadence, follow-up rules, outcome tracking, and exception handling.
Manage and optimize collection outreach through phone calls, WhatsApp, SMS, and other channels to improve contact rates, promise-to-pay rates, and recovery rates.
Track the daily, weekly, and monthly KPIs of the in-house collection team and outsourced vendors; identify issues in the conversion funnel, staff productivity, and collection strategies, and drive improvements.
Develop or adjust collection strategies, scripts, case-allocation rules, and escalation paths based on delinquency stage, customer willingness to repay, and case risk.
Review collection results and regularly prepare operational reports, issue analyses, and actionable improvement recommendations.
Collaborate with Risk, Customer Service, Product, Data, Legal, and other teams to handle high-risk, complaint, dispute, and special cases.
Ensure collection processes, customer communications, and vendor management comply with company SOPs, applicable regulatory requirements, and compliance and ethical standards.
Participate in the testing, launch, and continuous optimization of collection systems, CRM platforms, dialer tools, automated strategies, and AI-powered collection capabilities.
Requirements
Indonesian citizen or legally eligible to work in Indonesia on a long-term basis; able to communicate with customers professionally, clearly, and empathetically in Bahasa Indonesia.
At least 3 years of experience in collection operations or desk collection, preferably within P2P lending, fintech, BNPL, consumer finance, credit cards, or multifinance institutions.
Experience independently managing delinquent account portfolios, collection strategies, or team operational metrics, rather than only performing outbound collection calls.
Familiarity with key collection metrics such as Contact Rate, RPC, PTP, PTP Kept, Recovery Rate, Roll Rate, Cure Rate, and Cost to Collect.
Experience with phone collection, WhatsApp collection, digital collection channels, or collaboration with third-party collection agencies.
Strong negotiation, conflict-resolution, customer communication, and problem-analysis skills; able to remain professional and compliant under performance pressure.
Working proficiency in English: able to read English SOPs, system documentation, and analytical reports, and participate in English-language meetings, email communication, and cross-functional collaboration.
Proficient in Excel / Google Sheets, with the ability to perform basic data analysis and prepare operational reports.
Good awareness of collection compliance requirements within Indonesia's financial services or P2P lending sector.
Preferred Qualifications
Experience in collection strategy design, case allocation, Champion-Challenger testing, or collection process optimization.
Experience coaching, conducting quality assurance, delivering training, or managing a team of at least 3 people.
Experience working with outsourced collection agencies, legal collection, field collection, or late-stage delinquent asset resolution.
Familiarity with SQL, BI dashboards, CRM systems, dialer systems, or collection automation tools.
Experience working in a multinational fintech company, reporting in English, or collaborating with overseas management teams.
