Customer Protection

Customer Complaint & Dispute Management

• Manage and monitor customer complaints through the SIPEDULI OJK platform to ensure timely resolution within regulatory service levels.
• Coordinate with relevant departments, including Collection, Finance, IT, Legal, and other stakeholders, to investigate and resolve customer complaints.
• Prepare formal response letters and ensure all supporting documentation is properly maintained.
• Escalate significant cases and provide recommendations for appropriate resolution.

Consumer Protection & Regulatory Compliance

• Monitor compliance with OJK Consumer Protection regulations and market conduct requirements.
• Review customer-facing documents, communications, and processes to ensure regulatory alignment.
• Stay updated on relevant regulations and provide recommendations for policy and process improvements.
• Support regulatory audits, reviews, and reporting requirements.

Reputational Risk Management

• Analyze complaint trends and identify recurring issues, root causes, and potential reputational risks.
• Provide early warnings and recommendations to management regarding emerging customer concerns.
• Collaborate with internal stakeholders to prevent complaint escalation and improve customer experience.

Reporting & Continuous Improvement

• Prepare periodic reports on complaint management performance, resolution status, SLA achievement, and regulatory compliance.
• Maintain a centralized database of complaints, resolutions, and lessons learned.
• Recommend and support implementation of process improvements to strengthen customer protection practices. 

Education

• Bachelor's Degree in Law, Business Administration, Management, Finance, or a related field.

Experience

• Minimum 2 years of experience in Customer Protection, Customer Service, Complaint Handling, Compliance, Consumer Protection, or related functions.
• Experience in financial services, multifinance, banking, fintech, or other regulated industries is preferred.
• Experience handling customer disputes and regulatory complaints is an advantage.

Knowledge & Skills

• Familiarity with SIPEDULI OJK and consumer protection regulations is preferred.
• Understanding of OJK Consumer Protection and Market Conduct requirements.
• Strong analytical and problem-solving skills.
• Excellent communication, negotiation, and stakeholder management skills.
• Ability to prepare professional reports and formal correspondence.
• Proficient in Microsoft Office applications, particularly Excel and Word.
• Strong attention to detail and documentation skills.
• Ability to remain calm and professional when handling sensitive customer issues.
• Good written and verbal communication skills in both Bahasa Indonesia and English.

Will be discussed further in the offering process.