Debt Mediation Consultant

Our client, a fast-growing financial services company in Indonesia, is looking for a Debt Mediation Consultant to support customers through structured debt resolution programs while helping them improve their financial wellbeing and long-term financial stability.

This role requires strong customer relationship skills, financial literacy, negotiation capabilities, and the ability to manage sensitive customer situations with empathy and professionalism.

Responsibilities:

• Serve as the primary point of contact for customers enrolled in the debt mediation program.
• Handle customer inquiries, concerns, and complaints with professionalism, empathy, and efficiency.
• Maintain regular communication with customers to ensure engagement and adherence to the program.
• Provide guidance to customers who receive communications from lenders or collection teams, including education regarding their rights and appropriate response strategies.
• Clearly communicate program guidelines, best practices, and important considerations throughout the mediation process.
• Maintain accurate and up-to-date customer records within the CRM system.
• Act as the liaison between the Sales team and the internal mediation and negotiation teams.
• Ensure seamless handover of customer cases from onboarding to active mediation management.
• Communicate negotiation progress and settlement updates to customers in a timely and reassuring manner.
• Escalate customer concerns or complex cases to the relevant internal stakeholders when required.
• Support alignment between customer expectations and operational settlement strategies.
• Educate customers regarding unsecured lending products, interest calculations, penalties, and collection processes.
• Explain lender recovery stages and provide realistic expectations regarding settlement timelines.
• Inform customers about their rights and protections under applicable Indonesian regulations and guidelines.
• Support customers in prioritizing essential expenses and adopting healthier financial habits.
• Provide guidance regarding the impact of delinquency on credit history and future financing eligibility.
• Assist customers in moving toward sustainable and responsible debt management practices.
• Manage program fee collection according to agreed schedules.
• Monitor customer savings plans and identify potential risks or deviations early.
• Provide personalized financial guidance to improve repayment readiness and financial discipline.
• Escalate risks or non-compliance cases and recommend corrective actions where necessary.
• Maintain accurate records of customer payment progress and savings milestones.
• Support negotiations with digital lenders, P2P lending platforms, multifinance companies, and banking institutions on behalf of customers.
• Participate in discussions related to principal reductions, interest waivers, penalty reductions, and settlement arrangements.
• Assist in managing settlements across active, overdue, and charged-off accounts.
• Ensure settlement agreements are properly documented and compliant with applicable regulations.
• Contribute to settlement performance outcomes including settlement success rate, discount achievement, and resolution timelines.
• Analyze customer cash flow, liabilities, and repayment capacity.
• Develop structured settlement sequencing for customers with multiple lenders.
• Support the design of phased repayment strategies to improve customer financial eligibility for future financing programs.
• Monitor and analyze settlement KPIs, conversion rates, customer retention, and resolution timelines.
• Identify lender behavior patterns to improve negotiation strategies and customer outcomes.
• Prepare customer progress reports and operational performance reporting.
• Utilize Excel, CRM platforms, and internal dashboards to support data-driven decisions.

Requirements:

• Minimum 2 years of experience in debt restructuring, debt settlement, loan mediation, collections, recovery, financial advisory, or similar customer-facing financial services roles.
• Proven experience handling sensitive customer situations with empathy, composure, and professionalism.
• Experience supporting customers through structured financial recovery or debt resolution programs.
• Familiarity with Indonesian digital lending, P2P lending, multifinance, or banking ecosystems will be highly advantageous.
• Good understanding of Indonesian financial regulations, including unsecured lending practices and relevant OJK regulations.
• Strong problem-solving and analytical capabilities.
• Excellent interpersonal and customer relationship management skills.
• High emotional intelligence with the ability to de-escalate challenging situations and maintain customer trust.
• Strong negotiation and persuasion abilities.
• Good understanding of lender recovery lifecycles and collection processes.
• Data-driven mindset with the ability to interpret and act upon operational metrics.
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Excel, CRM platforms, and reporting tools.