Rindi Agustin

Compliance & Risk Specialist with over 5 years of comprehensive experience in fintech customer operations, regulatory complaint handling, and compliance support. Proven track record of managing high-volume customer and regulatory cases (40–70+ cases daily) while consistently maintaining SLA performance above 95%. Skilled in end-to-end OJK and AFPI complaint investigations, risk analysis, escalation management, and compiling audit-ready documentation.

Adept at cross-functional collaboration with Risk, Operations, and Collections teams to ensure full alignment with regulatory frameworks and internal SOPs.

Customer Service & Compliance Support at PT Pinjaman Kemakmuran Rakyat (2025-08 – Present)

• Manage 40–70+ customer and regulatory complaint cases daily while consistently maintaining SLA performance above 95%.
• Conduct thorough end-to-end investigations for OJK and AFPI complaints to ensure proper resolution and compliance.
• Prepare highly accurate, audit-ready documentation and regulatory compliance reports.
• Coordinate effectively with Risk Management, Operations, Collections, and internal stakeholders to expedite complex resolutions.
• Monitor complaint trends to mitigate operational risks and align daily procedures with evolving financial regulations.

Compliance Specialist at PT Progo Puncak Group (2025-01 – 2025-07)

• Managed and processed regulatory complaints from external entities, including OJK, AFPI, and Media Konsumen, alongside external operational reporting.
• Conducted comprehensive end-to-end investigations into internal customer escalations and systemic issue reports.
• Reviewed supporting historical records and executed root cause analysis to reduce systemic operational errors.
• Prepared and optimized compliance logs and comprehensive audit-ready documentation.
• Collaborated with cross-functional operational teams to ensure uniform compliance standards across all service channels.

Customer Service Executive (L2) at Adapundi (2022-09 – 2025-01)

• Served as Assistant Team Leader, actively supporting operational management, performance reporting, and team-wide coaching sessions.
• Managed advanced and complex customer escalations, ensuring rigorous adherence to internal SOPs and regulatory guidelines.
• Investigated deep-tier customer compliance complaints and worked with technical and risk units for efficient cross-functional resolution.
• Maintained a consistent individual SLA performance score above the 95% company target.
• Achieved perfect zero-error quality assurance performance for six consecutive months.

Customer Service at Kredivo (2021-08 – 2022-09)

• Managed 50–100+ daily customer inquiries across phone, email, and live chat platforms while strictly maintaining target KPIs.
• Resolved high-volume billing disputes, strict account verifications, payment discrepancies, and application technical issues.
• Tracked, logged, and escalated specialized systemic infrastructure bugs utilizing JIRA ticketing software.
• Maintained precise customer interaction records, creating highly accurate internal case documentation logs.
• Delivered highly solution-oriented customer service, optimizing individual satisfaction and retention metrics.

Customer Care at PT Extramarks Education Indonesia (2020-03 – 2021-07)

Admin Staff at PT Asuransi Ciputra Indonesia (2019-07 – 2019-12)

Production Intern at PT Caplang (2017-10 – 2017-12)

Bachelor of Communication Studies in Ilmu Komunikasi – Mercu Buana University (2023 – 2027)