Collection Team Lead

Kredit Pintar; Jakarta Utara; On-site; IDR 100,440,000 - 156,240,000; Full time

Job summary

Kredit Pintar is seeking a Collection Team Leader to drive daily and monthly recovery targets across a team of 15–20 agents. You will coach, monitor performance, and ensure adherence to OJK and AFPI standards while coordinating with QA, Risk, and Analytics teams.

Ideal candidates have a diploma or bachelor’s degree and 2–3 years in desk collections, including 1–2 years in supervision. Proficiency in Excel/Sheets and CRM tools is required, with strong leadership and communication skills.

Qualifications

• Diploma or Bachelor’s degree in any field.
• 2–3 years in desk collections with 1–2 years in supervision.
• Solid knowledge of OJK regulations and AFPI ethical standards.
• Strong leadership, coaching, and conflict resolution skills.
• Proficient with Excel/Google Sheets for data reporting.

Responsibilities

• Lead, coach, and motivate a team of 15–20 collection agents.
• Track performance metrics and drive recovery targets.
• Ensure adherence to SOPs and regulatory requirements (OJK & AFPI).
• Coordinate with QA, Analytics, and Risk teams on queue allocation and improvements.
• Prepare routine performance dashboards and summaries.

Skills

Team Leadership

Coaching

Performance Management

Negotiation

Data Analysis

Excel/Sheets

CRM Tools

Education

Diploma or Bachelor’s degree

Tools

Excel/Google Sheets

LMS

CRM tools

Auto-dialer platforms

Job description

Kredit Pintar

Kredit Pintar is one of Indonesia’s leading digital lending platforms that is licensed, registered, and supervised by the Financial Services Authority (OJK). Kredit Pintar has over 10 million downloads and 4.4-star rating on Google Play. Kredit Pintar is part of Atome Financial, a leading fintech company with extensive experience in consumer finance and promoting financial inclusivity through artificial intelligence technology.

We are committed to leveraging AI technology to improve life of Indonesia's underbanked communities by offering users fast, secure and affordable loan options.

As part of the Advance Intelligence Group, a Series-D company and ranked among LinkedIn's Top 15 Startups in Singapore in 2022 (the third year in a row we've been on the list), with over 2,000+ staff worldwide, we are united by a shared vision and purpose: to Advance with Intelligence for a Better Life--for our customers, colleagues and communities.

Our culture is built on values that are core to who we are and what we stand for:

• We foster an INNOVATION mindset
• We achieve results with EFFICIENCY and excellence
• We take pride in the QUALITY of our work
• We uphold INTEGRITY in all we do
• We embrace COLLABORATION to work across business lines and borders

The Collection Team Leader is responsible for directing, coaching, and managing a team of desk collection agents to achieve daily and monthly recovery targets. This role ensures operations strictly adhere to company policies, ethical standards, and relevant regulatory frameworks (OJK & AFPI). The ideal candidate combines strong leadership skills with data-driven performance management and exceptional conflict-resolution abilities.

Key Responsibilities

• Team Leadership & People Management
• Lead, coach, and motivate a team of 15–20 collection agents to achieve high productivity and team morale.
• Conduct regular morning briefings, shift handovers, and 1-on-1 performance feedback sessions.
• Manage agent scheduling, attendance, discipline, and workload allocation to maximize queue coverage.
• Identify skill gaps within the team and deliver targeted coaching on negotiation, call handling, and objection handling.
• Target & Performance Management
• Track and drive key performance metrics including roll rates, Promise-to-Pay (PTP) keeping rates, contactability, and total target recovery.
• Perform real-time floor monitoring to manage call volumes, queue distribution, and handle escalated customer calls.
• Analyze daily, weekly, and monthly performance reports to identify recovery bottlenecks and implement tactical remedies.
• Compliance & Quality Assurance
• Ensure strict adherence to company collection SOPs, OJK regulations, and the AFPI Code of Conduct.
• Partner with the Quality Assurance (QA) team to review call recordings, address non‑compliance issues, and maintain high customer communication standards.
• Ensure zero tolerance for unapproved collection practices, harsh language, or privacy violations.
• Operations & Escalation Handling
• Serve as the first escalation point for complex, high-risk, or dispute-prone accounts.
• Collaborate with the Strategy/Analytics and Risk teams to provide ground‑level feedback on queue allocation, Dialer efficiency, and segment strategies.
• Prepare routine performance dashboards and operational summaries for collection management.

Requirements & Qualifications

• Education: Diploma or Bachelor’s degree in any field.
• Experience: Minimum 2–3 years of experience in desk collections, with at least 1–2 years in a supervisory or Team Leader role (preferably within Fintech, Banking, or Multifinance).
• Regulatory Knowledge: Strong working knowledge of OJK regulations and AFPI ethical collection standards.
• Skills:
• Proven track record in meeting or exceeding collection recovery targets.
• Strong leadership, coaching, and conflict‑resolution abilities.
• Proficient in Microsoft Excel / Google Sheets for data filtering, performance tracking, and reporting.
• Familiarity with auto‑dialer platforms, LMS (Loan Management Systems), and CRM collection tools.
• Attributes: High integrity, resilient under pressure, analytical, and strong verbal/written communication skills.