Debt Mediation Consultant
PT Flin Consultancy Indonesia
- South Jakarta, IndonesiaKuningan Timur Kel., Setia Budi, South Jakarta, DKI Jakarta, IndonesiaSouth JakartaDKI JakartaIndonesiaIndonesia
- IDR 7,000,000.00 - IDR 8,000,000.00 / monthIDR700000080000007000000MONTH
- Full timeFULL_TIME
Posted 18 hours ago and deadline of application is on 8 Aug
Recruiter was hiring 10 hours ago
2026-06-11T03:46:49.876846+00:002026-08-08T17:00:00+00:00Job Description
- 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
Perks and Benefits
Medical / Health Insurance
Required Skills
- Persuasion and Negotiation
- Customer Service
- Communication Skills
- Customer Research
Jobs Summary
- Job Level
- Entry Level / Junior, Apprentice
- Job Category
- Sales and Marketing
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Often
- Office Address
- Kreador, Menara Sun Life lt. 15, Mega Kuningan, Jakarta Selatan 12950
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About PT Flin Consultancy Indonesia
FLIN is a financial technology and advisory firm specializing in distressed consumer credit and subprime segments across Asia-Pacific.
FLIN delivers structured solutions to salaried employees (B2C) focused on: Debt Restructuring, Loan Consolidation, Refinancing Programs and Mediation and Negotiation Advisory
We are a profitable company with a group AUM of USD 400Mn+ as on FYE Mar 2026, backed by strategic investors from the US and India who manage diversified multi-million-dollar portfolios across finance, tech, and energy.
Our mission is to simplify financial health for everyday consumers (salaried employees) through innovation, empathy, and execution.