Loan Servicing and Problem Loans

Use loan servicing to monitor an active facility, collect repayments, settle or restructure a loan, and handle write-offs, recoveries, and AYDA. Start every action from the facility's current status and outstanding obligations. A completed application, an active account, a pending servicing request, and a closed account permit different actions.

Understand the Account and Its Status#

Open Pinjaman → Rekening Pinjaman, find the facility, and open its details. Verify the customer, facility number, amount, product, and linked repayment account before acting.

Check both the status and any alert above the tabs. Pelunasan Dipercepat, Restrukturisasi, Menunggu Otorisasi Write Off, Write Off, and AYDA identify special processes. Do not interpret Berjalan alone as permission to collect a normal repayment.

The running-account page is titled Pinjaman Berjalan. A Write Off alert can appear on this page while regular repayment and early-settlement buttons are disabled. A visible tab does not mean its transaction is available in the account's current state.

Use the detail tabs for different purposes:

• Data Pinjaman shows the recorded facility and contractual information.
• Angsuran shows the active repayment schedule, principal, interest, fees, penalties, and payment state.
• Jaminan shows linked collateral when present.
• Dokumen Penunjang appears where document functions are available.
• Histori Status records account transitions.
• Pelunasan Dipercepat and Restrukturisasi provide the corresponding servicing procedures when the account is eligible.

For portfolio review, use Angsuran Berjalan and Histori Angsuran under Angsuran dan Pelunasan, and the supported nominative, arrears, due-loan, collateral, and settlement reports. A schedule shows contractual obligations; verify the transaction history and repayment-account activity when confirming that money actually moved.

Collect Repayments#

The regular repayment form collects selected installments from the linked Rekening Angsuran. The account must have enough funds for the selected principal, interest, fees, and included penalties. Select installments in sequence, starting with the oldest outstanding installment for that loan.

Pay Selected Installments#

1. Open an eligible active loan and select Angsuran.
2. Review Jatuh Tempo, Pokok, Bunga, Biaya, Denda, and Status. Confirm the available balance of the repayment account.
3. Select Bayar Angsuran for the oldest eligible outstanding installment, then additional consecutive installments if required and funded. Disabled or unavailable selections must be resolved through the displayed eligibility information.
4. Review Bayar Denda for each applicable penalty. Its behavior depends on the recorded penalty configuration and prior payments; do not assume that deselecting a penalty removes the obligation.
5. Select Bayar Angsuran Terpilih. Check the amount in Konfirmasi Pembayaran Angsuran and confirm with Bayar Angsuran.
6. After completion, refresh the account and verify the installment statuses, outstanding amounts, repayment-account debit, and transaction history.

Cancel Bayar clears the current payment selection. It does not reverse a payment that has already been completed. To reverse an eligible completed payment, use the separate cancellation procedure below.

If the final obligations are paid, CBS can close the completed loan and close its collateral/insurance mappings. Verify the resulting account status rather than inferring closure from one selected installment. If a payment returns an error, inspect its resulting records before retrying: a multi-component transaction can require exception handling.

Partial Amounts and Automatic Debit#

The regular-payment screen selects installments and penalties. For a partial reduction of principal with a recalculated schedule, use Restrukturisasi below, subject to bank approval.

Confirm the bank's automatic-debit operating schedule before relying on automated collection. Verify actual payment results and handle missed collections through the bank's confirmed procedure. Do not manually collect again without first checking whether an automatic debit already completed.

Cancel a Repayment#

Repayment cancellation reverses eligible regular installment payments. It is different from clearing a selection, reversing a write-off recovery, or undoing an early settlement.

The page presents payments made on the current system day. Select consecutively from the most recent installment backwards. Payments from a prior day and repayments on an early-settlement account are not eligible for this cancellation flow. Check the eligibility result shown by CBS before proceeding.

Enlarge Screenshot

Enter the facility number to find the loan and check payment eligibility. Cari is disabled while the field is empty.

1. Open Pinjaman → Pembatalan Transaksi Pinjaman under Koreksi Transaksi.
2. Enter the Nomor Fasilitas and select Cari to run the search and eligibility check.
3. Verify the returned loan and the eligible paid installments. Read the eligibility message before proceeding.
4. Select payments from the most recent installment backwards. The UI enables the next eligible selection in sequence.
5. Review the selected principal, interest, penalties, and total, then select Batalkan Transaksi and confirm.
6. Refresh the facility and verify the cancellation results, restored obligations, repayment-account movement, and transaction history.

If the payment is outside the permitted day, the loan is in an incompatible state, or a cancellation reports an error, record the reference and escalate through the bank's correction process. Do not enter a compensating lending transaction without an approved handling decision.

Settle a Loan Early#

Early settlement calculates the amount required to complete a facility ahead of its remaining schedule. Submission and authorization are separate steps.

1. Open the eligible loan's Pelunasan Dipercepat tab.
2. Verify Nama Nasabah, Nomor Fasilitas, Jumlah Pinjaman, and the linked repayment account.
3. Review Sisa Pokok (Baki Debit), Bunga Berjalan, Denda, and Biaya. Where the form permits changes, enter only values supported by the approved settlement decision.
4. Add applicable Biaya Lainnya through Tambah Biaya. Review the complete Total Pelunasan Dipercepat and ensure sufficient funds are available.
5. Select Proses Pelunasan Dipercepat. The request is submitted for authorization; it is not yet a completed settlement.
6. An authorized reviewer opens Otorisasi Pengajuan Perlunasan Dipercepat under Angsuran dan Pelunasan, checks the request and amounts, and accepts or rejects it with any required remarks. This is the spelling currently displayed by the menu; the account tab uses Pelunasan Dipercepat.
7. After acceptance, verify the final transaction results, closed account, and status history. After rejection, read the rejection explanation and verify that the account can resume the appropriate servicing process.

A pending settlement restricts competing payment actions. The alert Saldo rekening tidak mencukupi indicates that the displayed available funds are below the required total. Funding changes and new activity can affect the situation between submission and authorization, so the authorizer should review current information.

Reschedule, Refinance, or Reduce Principal#

The Restrukturisasi form combines changes to interest and installment count, partial principal reduction, and additional principal. It can pay specified charges immediately or capitalize them into the new outstanding balance. The applicable combination must match the bank's approved decision.

When authorized, CBS closes the old loan record and creates a new active loan record with a new schedule. The facility number may be retained or replaced. Keeping the same facility number does not mean that the historical and new loan records are the same contract record.

Submit a Restructuring Request#

1. Open the eligible loan and select Restrukturisasi. Review the customer, facility number, outstanding principal, and Restrukturisasi Ke.
2. Review current Bunga Berjalan, Denda, Biaya, and applicable Biaya Lainnya.
3. Choose Metode Pembayaran Denda, Biaya, dan Bunga: Bayar Sekarang or Kapitalisasi ke Baki Debit Baru, as permitted by the approved restructuring terms.
4. Enter Suku Bunga Baru and Jumlah Angsuran.
5. If principal is being reduced, enter Nominal Pelunasan Sebagian Baki Debit. If additional financing is approved, enter Nominal Tambah Baki Debit. The form prevents entering a positive value for both at once.
6. Select Kategori Restrukturisasi. For Dengan Adendum Perjanjian Pinjaman?, select the applicable answer and complete Nomor Perjanjian Adendum and Tanggal Perjanjian Adendum when required.
7. Select Pertahankan Nomor Fasilitas Lama or Terbitkan Nomor Fasilitas Baru. Add Catatan explaining the approved change.
8. Review Total yang Harus Dibayar and Baki Debit Baru. Ensure sufficient funds for any immediate payment.
9. Select Proses Restrukturisasi and verify that the request is awaiting authorization.

Authorize and Verify the Replacement Loan#

The authorizer opens Otorisasi Pengajuan Restrukturisasi Pinjaman under Penanganan Pinjaman Bermasalah and checks the original obligations, immediate payment, capitalized components, principal reduction or top-up, new terms, facility-number choice, and addendum information.

After acceptance, open the resulting active loan and inspect its schedule, principal, collateral/insurance associations, and any top-up transaction. Follow the restructuring references to the predecessor and successor records and check both histories. The old record remains available for historical review. Rejection restores the prior servicing state rather than creating an accepted replacement loan.

Avoid initiating another servicing process while a restructuring request is pending. If a new account appears but a related movement or association does not reconcile, escalate the discrepancy with both record references before attempting another change.

Manage Collateral and Pledged Deposits#

Review the Jaminan tab when monitoring collateral coverage or preparing a servicing decision. Confirm each record's current valuation, appraisal firm and dates, legal information, insurance details, and pari passu allocation where applicable. Shared collateral must be assessed across its linked facilities; its recorded full value is not automatically an amount reserved exclusively for one loan.

Use the collateral-maintenance page to update the permitted asset information, then reopen the linked facility to verify the displayed details. Changes to a collateral record and changes to a loan's principal or schedule are separate actions. Follow the bank's authority and supporting-document process for each.

A deposit selected as collateral is blocked when the loan is activated. Before release after repayment, settlement, or another closure, review both the loan's collateral relationship and the actual deposit status. Loan closure alone is not confirmation that the deposit is withdrawable. Coordinate any remaining release through the bank's authorized deposit process and verify the result in Deposit Accounts.

Request and Authorize a Write-Off#

A write-off moves an eligible delinquent loan into the write-off servicing state. CBS accepts active overdue loans with collectibility 3, 4, or 5, subject to the current state and absence of an unresolved write-off request. System eligibility does not replace the bank's approved write-off decision.

1. Open Pinjaman → Daftar Pinjaman Write Off under Penanganan Pinjaman Bermasalah and select Tambah Data Write Off.
2. Enter No. Fasilitas and select Cari.
3. Verify the borrower, facility, product, balance, Nilai Kolek, and eligibility result.
4. Enter the required explanatory note and select Tambah Data Write Off to submit.
5. Confirm the pending request. The account indicates Menunggu Otorisasi Write Off.
6. The authorizer opens Otorisasi Pengajuan Pinjaman Write Off, selects the request, reviews Histori Write Off and the lending decision, then selects Terima or Tolak. Complete the confirmation and provide Alasan Penolakan when rejecting.
7. Review the resulting status, write-off record, transaction history, and applicable accounting entries.

An accepted write-off leaves the account active with a Write Off substatus so that recoveries can be recorded. It does not immediately set the account to Selesai. Normal repayment and routine loan processing are restricted by the special substatus. A rejected request restores the prior account state.

Cancelling a later recovery payment does not undo the original write-off. Refer an incorrect write-off decision to the bank's designated operations and finance approvers for correction handling.

Record a Recovery after Write-Off#

Use Bayar Write Off for money recovered on an eligible written-off loan. Select an active interbank account through Tipe Bank Antara and No. Rekening; this is separate from the normal installment-payment form.

1. Open the facility in Daftar Pinjaman Write Off and select its recovery-payment action, Bayar Write Off.
2. Verify Detail Pinjaman and the existing Histori Pembayaran Write Off.
3. Under Form Pembayaran, choose Tipe Bank Antara, then No. Rekening.
4. Enter Nominal Setor, greater than zero, and the supporting Catatan.
5. Set Status Pelunasan to Belum Lunas for a continuing recovery or Lunas only when the approved settlement is complete.
6. Submit the payment and verify the new history entry, account movement, and accounting result.

Selecting Lunas closes the loan. Recovery payments cannot be cancelled through this flow once the loan is closed. Review the amount and settlement decision before submission rather than treating Lunas as a descriptive note.

Cancel an Eligible Recovery Payment#

1. Open Pinjaman → Pembatalan Recovery Payment under Koreksi Transaksi.
2. In Pencarian Recovery Payment, enter Nomor Fasilitas and search.
3. Review Daftar Recovery Payment and select the eligible transaction or transactions.
4. Check the selected amounts and confirm Batalkan Recovery Payment.
5. Refresh the history and verify the cancellation and related account movement.

Each selected recovery must have been made today and must not already have been cancelled. Closed loans are excluded. Use the regular repayment-cancellation page for installment payments; use this page only for write-off recoveries.

Process AYDA#

AYDA records settlement through takeover of collateral. An eligible loan is active, overdue, and has collectibility 3, 4, or 5. The bank must already have approved the takeover and retained the required supporting documents.

1. Open Pinjaman → Daftar Pinjaman AYDA under Penanganan Pinjaman Bermasalah and start an AYDA submission.
2. Search for No. Fasilitas. Verify the debtor, Kolektibilitas, Baki Debit, and Informasi Agunan, including collateral values and pari passu information.
3. Complete Tunggakan Bunga, Tunggakan Denda, and Keterangan. Interest and penalty amounts cannot be negative.
4. Enter Nomor Memo and Tanggal Memo together when recording a memo; CBS requires both when either is supplied.
5. Submit the request and verify that it awaits authorization. Normal servicing is restricted while the AYDA process is pending.
6. The authorizer opens Otorisasi Pengajuan Pinjaman AYDA, selects the request to display Detail Otorisasi Pengajuan Pinjaman AYDA, reviews the amounts, collateral, and decision evidence, and accepts or rejects the request. Provide the required rejection remarks when rejecting.
7. After acceptance, verify that the loan is closed with the AYDA substatus and review the resulting transaction/accounting records. After rejection, verify the restored prior state.

The accepted takeover completes this loan-servicing procedure. Handle later sale or disposal of the acquired asset through the bank's separate asset and accounting process. Complete any required regulatory reporting through the designated reporting process.

Troubleshoot a Restricted Action#

See Loan Products and Origination, Scheduled Processing, Accounting, and Reports and Operational History for related setup, processing, and reconciliation tasks.