B.

Job Training Activities

I did the job training from February 1 to 28, 2011. I started the job training as FC
for one month of work time, which is 5 days/ week, from Monday to Friday. The
first week was used for self-introduction and observation on the FC. Then on the
second week I started collecting process and was given letter of assignment by PT.
Bank Danamon. At this week I still needed advisories from my supervisor in the
collecting process directly to the debtors. Reaching third and fourth week I
already did the collecting in person to the debtors who have loan postpone
(tunggakan ki apa? Kamusku TU munggah ilang soale wakakaka).

B.1 The Dos and Don’ts in the collecting process

The followings are several things that should or should not be done in collecting
debts:

The Dos:

1. Obeying laws, rules and policies related to the collecting process and
privacy data.
2. Serving every customer professionally using a friendly, polite, normal and
firm attitude.
3. Ensuring the completeness of the documents needed at the time of the
visit/ collection and also bringing and showing valid identity and
assignment letter.
4. Doing collection on the products decided by PT. Bank Danamon
Indonesia, Tbk.
5. Visiting the customers according to the approved time of visit, from 6.00
to 9.00 pm, Monday to Sunday, with an exception of visit request from the
customers, with maximum time of visit until 10.00 pm.
6. Looking forward to what have been promised to the customers quickly,
precisely and correctly.
7. Making sure that the dialogues used to communicate with the customers
are polite or not rude.
8. Giving the correct, precise and clear information to the customers.
 9. Gaining assurance from the customers about the certain date, place and
amount of payment which are the privileges of the customers.
10. Documenting the note-taking of every collection process accurately.
11. Maintaining the good name of PT. Bank Danamon Indonesia, Tbk, Agency
(Outsource) or own self during the collection process by behaving
professionally and politely towards the customers.
12. Avoiding conflicts with the customers or any other parties in the collection
process especially those involving physical brawls.
13. Maintaining continuous communication with the superior if there are
uncertain and unknown things related to the collection activities toward
the customers. There is an exception if the collector was informed that the
customer’s family is having bad times so that the collection activity needs
to be stopped temporarily or it is the customer who wants the collection
activity to be stopped for certain reasons.
14. Using the official payment slip issued by PT. Bank Danamon Indonesia,
Tbk in doing the collection towards the customers and returning all copies
of the payment slips in time.

The Don’ts:

1. Doing collection activities while the collector doesn’t have a valid official
contract of work.
2. Using rude, impolite and threatening words. (threatening: implying means
(intentions, plans) to do something that is disadvantageous, troubling and
endangering others).
3. Visiting the customers outside the agreed time in this policy.
4. Visiting the customers who have asked not to be contacted/ visited in
certain times or at certain places, in condition that the customers give time
alternative to be contacted or visited. (The alternate time must not exceed
the maximum time limit of the payment).
5. Misusing the customers’ payment money and payment slips that belongs to
PT. Bank Danamon Indonesia, Tbk, with no exception.
6. Giving incorrect information to the customers.
7. Asking for/ receiving service tip or giveaways from the customers in any
intentions.
 8. Asking for/ receiving money/ goods in any intentions from the customers
to be able to stop the collection activity.
9. Giving decision towards collection activity to the customers outside the
given authorities.
10. Suggesting the customers to address the payment to the collector’s
personal bank account or those which belong to the internal staffs of PT.
Bank Danamon Indonesia, Tbk.
11. Using and/ or involving a third party (institution/ individual) in doing the
collection activity.
12. Giving information related to the customers’ debts to a third party without
being specifically permitted by the customers.
13. Asking other persons but the customers to do the payment on the
customers’ bills.
14. Using target collection/ recovery as an excuse to act uncontrollably.
15. Doing something with a mean of humiliating the customers related to the
bills.
16. Doing physical damage to the properties of the customers.
17. Doing communication related to the collection activity and/ or using
collection terms with underage children.
18. Justifying the customers’ misunderstanding which is clearly known by the
collector to be incorrect.
19. Publishing or advertising the customers using any media in the mean of
forcing the payment.

Problems which arise during the process of debt collection

1. The debtors move to other places

The debtors no longer stay in the same address on the list. They even
change their phone number. Whereas there are bills that need to be
informed to the debtors so that they will be able to do the payment.
2. The debtors break the deals
There are many debtors who have broken the deals and tried to avoid the
collections I did. For whatever reasons there are debtors who have no
intention of doing the payment. Then there are also debtors who got
accidents like the death of family members or relatives, traffic accidents,
etc.
Solutions to the problems

1. If the debtors move without any notifications, then I need to contact the
administration officers in the debtors’ neighborhood to trace the present
address or location of the debtors. If those sources are not able to give
information then I must ask for the debtors’ location to the family.
2. If the debtors have no intentions of doing the layaway payment then we
will arrange a claim in a form of statement letter which can be seen in the
appendices. If the debtors are having an unexpected accident then I have to
report to my superior for what to do next; in general, I impossibly do the
collection during the month the debtors have the accident.

Results

From the list of debtors that I have handled, the amounts of the collected are
around … debtors of which the list can be seen in the appendices.

Conclusions

1. As an FC I have to be patient and professional, not to act carelessly and

must do everything based on the valid rules and procedures issued by PT.
Bank Danamon Indonesia, Tbk.
2. The characters of the debtors need to be clearly understood for the sake of
clear collection and in-time layaway payments. The debtors who move a
lot and also break the deal frequently should be handled carefully and
professionally, therefore proper collection can be conducted.

Recommendations

For PT. Bank Danamon Indonesia, Tbk that has been quite experienced in the
world of banking, it is recommended that a good connectivity towards the debtors
is needed for the sake of clear collections and banking businesses.