PENERAPAN TEKNIK KOMUNIKASI DEBT COLLECTOR DALAM PROSES PENAGIHAN KREDIT BERMASALAH (STUDI PADA DEBT COLLECTOR KREDIVO JAKARTA)

Natonis, Aprianer Paulus Pitrodis (2025) PENERAPAN TEKNIK KOMUNIKASI DEBT COLLECTOR DALAM PROSES PENAGIHAN KREDIT BERMASALAH (STUDI PADA DEBT COLLECTOR KREDIVO JAKARTA). S1 thesis, Universitas Kristen Indonesia.

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Abstract

Penelitian ini bertujuan untuk mengkaji teknik komunikasi yang diterapkan oleh debt collector dalam proses penagihan kredit bermasalah pada perusahaan fintech kredivo di jakarta. Dengan menggunakan metode deskriptif kualitatif dan pendekatan studi kasus, data dikumpulkan melalui wawancara mendalam dengan lima orang debt collector yang memiliki pengalaman lebih dari empat tahun. Hasil penelitian menunjukkan bahwa teknik komunikasi verbal yang digunakan bersifat persuasif, sopan, dan disesuaikan dengan kondisi psikologis nasabah. Sementara itu, komunikasi nonverbal seperti ekspresi wajah, intonasi suara, dan bahasa tubuh memainkan peran penting dalam membangun kepercayaan dan menghindari konflik saat kunjungan langsung. Strategi komunikasi yang diterapkan dilakukan secara bertahap, dimulai dari pesan tertulis, telepon, hingga kunjungan fisik apabila nasabah tidak merespons. Dalam prosesnya, debt collector menerapkan prinsip komunikasi interpersonal dan empatik, serta memperhatikan etika kerja dan batasan hukum yang berlaku. Selain itu, proses negosiasi dilakukan dengan pendekatan win-win solution, di mana debt collector tidak hanya menuntut pelunasan, tetapi juga menawarkan opsi pembayaran bertahap sesuai kemampuan nasabah. Temuan ini menunjukkan bahwa keberhasilan penagihan sangat bergantung pada kemampuan komunikasi interpersonal, pengendalian emosi, serta strategi negosiasi yang adaptif dan etis. / This study aims to examine the communication techniques applied by Debt Collectors in handling non-performing credit collection at the fintech company Kredivo in Jakarta. Using a qualitative descriptive method with a case study approach, data were collected through in-depth interviews with five Debt Collectors who each had more than four years of field experience. The findings reveal that verbal communication techniques are generally persuasive, polite, and adapted to the psychological condition of the debtors. Meanwhile, nonverbal communication such as facial expressions, voice intonation, and body language plays a significant role in building trust and avoiding conflict during direct visits. The communication strategy is carried out in stages, starting from written messages, phone calls, and, if unresponsive, followed by in-person visits. Throughout the process, debt collectors apply interpersonal and empathetic communication principles while strictly observing ethical work standards and consumer protection regulations. Furthermore, the negotiation process is conducted using a win-win solution approach, in which Debt Collectors do not solely demand full payment but offer installment options tailored to the debtor’s financial capability. These findings demonstrate that successful collection depends highly on interpersonal communication skills, emotional control, and the ability to apply adaptive and ethical negotiation strategies.

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