A. Handling customer complaints regarding Collection

  1. Customers ask about related to collection.
  2. Customer service phone number to query data, identification number, or the full name of the customer to perform a verification process
  3. Customer service should be able to identify the reasons customers ask related about collection. Customer service should try to help the problems of customers with good and working to resolve problems that arise with the best effort under the supervision of the customer service manager
  4. If the customer service can not resolve the problem related to Collection, customer service should be immediately reported to the customer service manager.
  5. Customer service manager must immediately coordinate with the relevant departments for further action.
  6. If the subsequent action requires the department to contact the customer, then the department should inform his team to contact the customer.
  7. Customer service must make a report of any matter in related with the Collection.
  8. All types of complaints from customers will be used as a weekly evaluation for repair service.

B. Handling customer complaint regarding Loan Disbursement

  1. Customer service will ask for a phone number or identity card number or full name used when registering and verifying the data
  2. Customer service checks the status of the loan disbursement in the system.
  3. If the loan disbursement process is less than 2 hours, Customer service will inform the customer that the loan disbursement process takes no more than 2 hours.
  4. If the loan disbursement has been more than 2 hours, customer service will ask customers to submit evidence of recent transactions in the bank accounts of customers and emailed customer service.
  5. Customer service do reporting to Customer Services Manager
  6. Customer Services manager must immediately coordinate with relevant departments to do further analysis.
  7. If the checking result indicates that the loan disbursement process fails, then the loan disbursement process should be done immediately.
  8. Customer service should make a report on any matter in connection with the disbursement of funds
  9. All issues regarding the disbursement of funds will be used as a weekly evaluation for repair service

C. Handling customer complaints regarding Payment Confirmation

  1. Customers want to do loan payment confirmation through the hotline, the official social media, customer livechat service, or via email.
  2. Customer service phone number to query data, identification number, or the full name of the customer to perform a verification process
  3. Customer service to check the status of loan payments in the system
  4. If payment has been received and updated in the system, customer service will notify customers to wait for notification via SMS message to the phone number listed on the customer's loan payment status
  5. If payment has not been received and have passed two hours after the payment made by the customer, the customer service will be immediately reported to the customer service manager
  6. Customer service manager will immediately coordinate with the relevant departments for further handling
  7. If the customer payment has been received, the customer will receive a notification via text message
  8. If the customer payment has not been received, the relevant departments and customer service manager will coordinate with the relevant bank to be checked more
  9. Customer service must make a report on any matter in connection with the confirmation of payment
  10. All issues regarding the confirmation of payment will be used as a weekly evaluation for repair service

D. Penanganan Customer Complaints Regarding Payment Methods

  1. Customers ask loan payment method
  2. Customer service phone number to query data, identification number, or the full name of the customer to perform a verification process
  3. If the customer can access the feature in the application, customer service required to steer customers to access the features of the payment code on a customer application.
  4. If for any reason a customer is not able to access the application, customer service will notify the payment code to the customer with a note that prior to the customer's payment obligation to check whether the correct payment code belongs to the customer concerned. All types of risks that arise when customers receive a payment code from customer service should be borne by the customer.
  5. Customer service should make a report on any matter in connection with the payment method
  6. All the problems regarding the payment method will be used as a weekly evaluation for repair service