Debt Collection Policy
BTN has established internal regulations governing the collection process, including KK.1R and PT.1-R.1 concerning the Consumer Segment Credit Collection Management Procedures. These regulations set out collection workflows conducted through multimedia channels, success fee mechanisms, verification processes, reconciliation, and payment procedures. The provisions are designed to ensure that consumer credit collection activities are carried out in a structured and well-documented manner and in compliance with internal policies as well as applicable laws and regulations.
In its implementation, BTN manages consumer credit collection and resolution by adhering to the principles of prudence and Good Corporate Governance (GCG) in order to maintain credit quality and asset quality. Such management encompasses collection activities, credit restructuring, credit resolution, and the write-off of consumer credit, all of which are carried out in a professional and responsible manner and are oriented toward credit risk mitigation and the achievement of the Bank’s business targets.
BTN’s collection policies cover consumer credit collection, multimedia-based collection (desk collection), collection through direct visits to debtors, as well as cooperation with partners or collection service agencies applying a success fee mechanism. All internal documents emphasize the importance of data accuracy and validity, the implementation of tiered approval workflows, verification processes, and payment reconciliation standards to ensure that collection activities are effective, compliant with regulations, and capable of minimizing operational risks.
BTN ensures that each stage of the collection process is carried out systematically, starting from data review and verification, confirmation with the debtor, execution of collection activities, to the preparation and submission of collection result reports. BTN requires complete and validated documentation, including request memoranda, collection reports, invoices, and reconciliation evidence. In cooperation with third parties, BTN stipulates that success fee payments may only be made if there is actual payment realization from the debtor and all required documentation has been fulfilled in accordance with applicable provisions.
All collection activities, whether conducted internally or through third parties, are carried out with due respect for the rights and privacy of debtors, without the use of physical or verbal coercion, and in accordance with the stipulated communication channels and timeframes. Through the consistent implementation of policies, procedures, and supervision, BTN is committed to ensuring that consumer credit collection and resolution activities are effective, efficient, compliant with regulations, and aligned with the principles of good corporate governance.
BTN requires employees handling credit and collection officers to participate in training and certification programs, both through internal and external initiatives. Collection officers are ensured to receive training covering collection activity modules, including basic collection techniques, collection negotiation skills, fraud prevention strategies, and the management of operational risks in collection activities. In addition, BTN has developed the SCORE (Strategic Collection & Recovery Excellence) Program, which focuses on enhancing the capacity and capability of collection employees.
Within the SCORE Program framework, BTN strengthens collection capability through the Collection Academy, which is designed in a tiered structure ranging from basic, intermediate, to advanced levels. This program is supported by an integrated curriculum and learning modules developed in accordance with the technical competency requirements for collection employees. The education delivery model applies the 10–20–70 concept, comprising 10% formal learning, 20% social learning, and 70% experiential learning, and is supported by learning evaluation mechanisms to ensure the effectiveness of competency development. Through this approach, BTN also establishes a structured career path and continuously develops a sustainable collection talent pool.
