Consumer Finance Officer

PT Travel and Leisure Indonesia; Indonesia; On-site; IDR 120,000,000 - 180,000,000; Full time

Job summary

Travel + Leisure Co. in Indonesia is seeking a dedicated associate to manage high-volume inbound/outbound calls, service customers, and recover arrears while maintaining confidentiality and compliance. The role emphasizes strong communication and ownership of delinquent accounts within policy guidelines.

The position focuses on re-engaging owners, supporting relationship development, and delivering exceptional customer experiences across portfolios.

Qualifications

Responsibilities

• High volume inbound/outbound calls to negotiate, service and collect on portfolio accounts.
• Maintain outstanding customer service, maximizing satisfaction and mitigating complaints and escalations.
• Provide accurate information and advice to customers on all products, services and accounts.
• Maximum collection of arrears to keep within targets.
• Work toward solutions with all customers.
• Make sound decisions on payment plans based on customer ability and willingness to pay within policy guidelines.
• Implement appropriate actions for delinquency resolution in a timely manner.
• Maintain accurate records of actions and account maintenance while protecting confidentiality.
• Initiate follow up on all accounts to ensure payment plans are fulfilled.
• Comply with legislative and regulatory requirements and keep up to date with training and testing.
• Regular reporting and forecasting to meet KPIs and targets.
• Contribute to team meetings for continuous improvement of collections strategies.
• Achieve KPI targets on individual and departmental levels.
• Account maintenance and administration as required.
• All other reasonable duties as requested.

Job description

We Put the World on Vacation Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

PRIMARY OBJECTIVES

The position requires excellence in customer service and superior verbal and written communication skills, taking ownership of each inbound/outbound communication to ensure that it has been actioned to the satisfaction of the customer and the business within a reasonable time frame as set out by management. Maintain, control and effectively manage the prevention and collection of delinquent accounts for various portfolios including servicing to our customers. Providing assistance and support to our owners, developing and maintaining our ongoing relationship, encouraging them to use their ownership and re-engaging them.

PRINCIPAL RESPONSIBILITIES

• High volume inbound and outbound calls to negotiate and service and/or collect on portfolio accounts.
• Maintain outstanding customer service, maximizing customer satisfaction and mitigating complaints and escalations.
• Provide accurate and well informed information and advice to customers on all products; services and accounts.
• Maximum recovery of arrears to ensure that arrears remain within agreed targets.
• Working to a solution with all customers.
• Make sound decisions and recommendations based on appropriate assessment of customer’s ability and willingness to pay which encompasses all legislative; policy and procedural guidelines.
• Implement most appropriate course of action for resolution of delinquency or irregular accounts in a timely manner.
• Maintain accurate and up to date records of actioning, events and account maintenance of the collections and servicing systems ensuring that customer confidentiality is maintained at all times.
• Initiate follow up on all accounts in order to ensure payment plans are fulfilled.
• Comply with all legislative and regulatory requirements including keeping up to date with all training and testing.
• Regular reporting and forecasting to meet KPI’s and Targets.
• Contribute at team meetings and other forums in a proactive manner for continuous improvement of collections and recovery strategies.
• Achievement of Key Performance Indicators and Targets on both an individual and departmental basis.
• Account maintenance and administration as required.
• All other reasonable duties as requested or required for time to time.

Where Memories Start with You Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.

We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class.

If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to [e-mail], including the title and location of the position for which you are applying.

Travel + Leisure Co. is the world’s leading membership and leisure travel company offering vacation ownership, travel membership, and exchange programs. We provide outstanding vacation experiences and travel inspiration to millions of owners, members, and subscribers every year. We believe that all vacation moments start with our associates, and we’re proud of our global teams that turn vacation inspiration into exceptional travel experiences.