The Role
Manage complaint handling activities, ensuring cases are documented, escalated, and resolved within SLAs. Coordinate complex customer issues with collection teams, prepare weekly performance reports, provide customer insight to improve collections, and develop complaint-handling SOPs. The role requires strong communication, reporting, coordination, regulatory awareness, and knowledge of collection processes.
Summary Generated by Built In
Job Description
- Manage and coordinate complaint handling activities, ensuring customer complaints are properly followed up, documented, and resolved within the established Service Level Agreement (SLA), while maintaining good customer experience and service quality.
- Coordinate the resolution of complex and escalated customer cases with relevant teams, including Desk Collection and Field Collection, to ensure appropriate handling and resolution.
- Prepare weekly reports on Customer Service team performance for management, and provide insights from customer interactions to support collection improvement initiatives.
- Develop, review, and implement Complaint Handling SOPs to ensure consistent and effective complaint handling in line with company standards.
- Bachelor Degree (S1) from Reputable University.
- Minimum 3 years of experience in Customer Service, Complaint Handling, or Collection. Experience in coordinating with regulator is a plus.
- Proficient in data processing and reporting, with good knowledge of Google Workspace and Microsoft Office.
- Strong communication and coordination skills, with the ability to escalate issues clearly and promptly.
- Able to work effectively within established Service Level Agreements (SLAs).
- Good understanding of Collection business processes and applicable regulations governing collection activities.
Skills Required
- Bachelor's degree from a reputable university
- At least 3 years of experience in customer service, complaint handling, or collection
- Experience coordinating with regulators
- Proficiency in data processing and reporting
- Good knowledge of Google Workspace and Microsoft Office
- Strong communication and coordination skills
- Ability to escalate issues clearly and promptly
- Ability to work effectively within established SLAs
- Understanding of collection business processes and applicable collection regulations
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The Company
What We Do
We are a technology startup that engages in the Indonesian financial technology area. We are based in Jakarta and we're founded by ex-silicon valley engineers. Our vision is to use technology to make financial information more available and more useful to everyone. Our mission is to enable people to take control of their financial situation and save a lot of money by doing so. Our products allow people to easily make the best financial decision for their situation. Come join our adventure in transforming Indonesian financial landscape through technology.
