All working implementation of collection process will be in accordance to the regulations set by Bank Indonesia (BI) and POJK (Regulation on Financial Services Authority).
In carrying out the billing task, we use the following techniques standard:
a. Continuity Approach
b. Personal Approach
c. Institutional Approach
d. Supervision Technique
e. Report results work (Reporting)
Approach in a way Keep going continuously (Continuity Approach)
a.
When facing the trouble’s Debtors on facing their settlement obligation, it’s required the patience from the officers, this will be valid in both inhouse officer (Desk Coll) and field officers (Field Collectors). According to our past experiences, the debtors will be very often forgetting their repayment obligations, so in related with it, our job is to contact and to do continuously visit within humanity approach by not letting the debtor having inconvenience / negative feeling.
b.
Contact and to do continuous visit, by doing this way; we are expecting to create” ashamed culture” to the debtor, in order to let them indirectly forced to quickly fulfil their obligation to the Creditors.
c.
With a good method of communication and negotiation techniques, that always reminding the debtors about the impact of the congested credit (Bad Debt) that will create a serious case faced by both creditors and debtor. Therefore, this step will be as “beginning step” to achieve the objective, or called as a "Step of Awareness ".
Personal Approach
In general, many billing agency/collection companies, quite often to use method of work by group, in this case quite often caused emotion level and a high anxiety, poor behavior, and tend underestimating the debtors, and it will be resulted the experienced that the debtors will be afraid of feeling insecure, so finally it will not result to any negotiation or payment process that can be done. Our collection team get used to do humanity, individual approach system with enough experienced of education support, experience in the field with a good intention to provide satisfactory solutions by provided the understanding to the debtors that the problem of bad credit is not a threat, but is an obligation.
General Institutional Approach
This approach used base on the provisions that apply to debtors who are categorized as having problems without harming any parties. In this case, we directly have our own Law Office, or our colleagues in several government agencies, and other Legal Aid Institutions, as these institutions that can help to let the process is running smoothly; to have a legal consultation and problem-solving techniques from each relevant institution.
Supervision Techniques
To avoid undesirable case, such as collusion between field officers (Field Collectors) and debtors which could be detrimental to the Collection Agency and Creditors, we carry out “Direct supervision” to the field coordinators (Field Coordinators) and all field officers (Field Collectors).
Every Debtor who is categorized as in default (failed to pay) will be contacted by our In-house officer (Desk Coll) then to be followed up with a visit by another field officer (Field Collector) and each results process will be verified by the field coordinator (Field Coordinator).
Work Results Report (Reporting)
Daily Reporting
Every field officer must report for every real situation/condition of debtors, according to the visit results every day, like example; if debtor is already moved and change the domicile/address, change the job/work, hard to meet/ to be met, or even address is not clear and many others case of the real situations.
Weekly Reporting
Reporting the achieved results by all officer in both In-house and also field collector along with the total amount of repayments achieved by each officer in every week.
Monthly Reporting
Reporting all progress activities in both in-house officers and field officers (progress report) for 1 (one) month to the monitoring or implementing task officer.
Eventually, from all stated above, it can be concluded in general, that our duties and responsibilities as a billing service company (collection agency), is covering a number of things as below :
Preparing files and evidence bill
Ask bill
Remind debtor
Do further actions
Make an agreement
Make a daily report
Updating data