PROCEDURE FOR CONTROLLING NON-PERFORMING LOANS FOR THE MORTGAGE (KPR) PRODUCT AT PT BANK TABUNGAN NEGARA (PERSERO) TBK. JAMBI BRANCH OFFICE

Abstract

This report aims to identify and analyze the procedures for controlling non-performing housing loans (KPR) at PT Bank Tabungan Negara (Persero) Tbk., Jambi Branch Office. A non-performing loan occurs when a debtor fails to meet their obligations in accordance with a credit agreement, including principal and interest repayments. This study used a descriptive qualitative method. Primary data was obtained through observation and interviews with management and employees of the Collection Division, while secondary data was collected from books, journals, and other relevant literature. The results showed that the control of non-performing housing loans at the BTN Jambi Branch Office was carried out systematically through several stages: assessment of credit applications using the 5C principle, monitoring of payments through the WA Blast system, desk and Bale calls by BTN, persuasive billing through field visits, credit restructuring for eligible debtors, and legal action through collateral auctions for uncooperative debtors. The main obstacles include declining economic conditions of debtors, communication difficulties, low payment awareness, and guarantee certificate problems. To overcome these challenges, BTN carried out negotiations, grace period programs, credit takeovers, FLPP subsidies, and the execution of collateral auctions in collaboration with BTN Asset Management. As of April 2026, the NPL ratio of the BTN Jambi Branch Office is 0.78%, indicating that non-performing loans remain under control.