Debt Mediation Consultant

About the role

We are looking for a Debt Mediation Consultant to be the primary point of contact for customers enrolled in FLIN's Mediation Program. You will guide borrowers through complex negotiations with lenders, ensuring they understand their rights and stay engaged throughout the process.

Key responsibilities

• 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 receiving collection communications, explain legal rights, and provide structured guidance.
• Communicate program do’s and don’ts to prevent actions that could jeopardize negotiations.
• Maintain up‑to‑date records of all interactions in the CRM system.
• Act as liaison between the Sales Team and internal mediation/negotiation team, ensuring smooth handover of cases.
• Relay mediation updates from lenders to customers promptly and clearly.
• Educate customers on unsecured lending structures, interest accrual, penalty mechanics, and collection cycles.
• Inform customers of legal protections in line with OJK guidelines and advise on prioritising essential expenses.
• Collect program fees, monitor monthly savings plans, flag deviations, and provide personalized advice.
• Assist in end‑to‑end negotiations with digital lenders, P2P platforms, multi‑finance companies, and banks, seeking principal reductions, interest waivers, and penalty eliminations.

Required profile

• Professionalism, empathy, and efficiency when dealing with distressed borrowers.
• Strong communication skills to explain legal rights and financial concepts clearly.
• Knowledge of OJK guidelines and unsecured lending structures.
• Ability to maintain accurate records and manage CRM data.

Required skills

What we offer

• Full‑time permanent position based in South Jakarta.
• Opportunity to develop expertise in debt negotiation and financial mediation.
• Collaborative environment with a dedicated sales and mediation team.