Pola Komunikasi Collection Dalam Proses Penagihan Melalui Telepon Kepada Debitur Di PT. Bank Neo Commerce TBK

Abstract

The public stigma on telephone collections made by Collection to bad credit debtors in financial institutions or services, especially banking, has not received a positive response. The use of communication used by creditors as lenders is basically not only used by creditors, but also used by debtors as borrowers. In order to reach a mutually beneficial agreement, negotiation communication is needed. This communication is used to obtain data on how the Communication Pattern collection makes negotiation communication means by telephone as a means and communication technique in resolving bad credit at PT BANK NEO COMMERCE Tbk. This research uses a qualitative method of descriptive approach, Informants used as research using snowball technique. The results of the research conducted by collection in the telephone collection process have different characteristics, but in this process, if the debtor does not make a payment, the collection will make an agreement on the arrears that occur. Then if an agreement has been made, no payment occurs, then the collection will make another call until payment occurs. Resolving bad credit problems by telephone is the most appropriate form of communication used is a form of interpersonal communication, and persuasive communication.