desk collection

About the role

This role involves contacting customers with payment arrears through telephone or other communication channels, reminding and educating them about payment obligations and due dates, and negotiating payment commitments.

Key responsibilities

• Contact customers with payment arrears via telephone or other communication media
• Remind and educate customers regarding payment obligations and due dates
• Negotiate to obtain payment commitments from customers
• Record conversation results and update payment status accurately in the collection system
• Ensure daily, weekly, and monthly targets are met (number of calls and billing amount)
• Follow up on payment promises until payment is realized
• Report and escalate problematic customer cases to supervisors or field collection team as needed
• Maintain confidentiality of customer data in accordance with company policy and OJK regulations
• Coordinate with related teams (Field Collection, Customer Service, Recovery) to resolve payment issues
• Provide input or analysis of payment delay trends to management