RESIKO OPERASIONAL UNIT TELLER DAN CUSTOMER SERVICE PADA PT. BPR JORONG KAMPUNG TANGAH PARIAMAN CABANG PADANG

Titania Dessirama and Afriyeni Afriyeni

No mektz, OSF Preprints from Center for Open Science

Abstract: The purpose of this study is to find out how the application of operational risk that occurs in the teller and customer service units at PT. BPR Jorong Kampung Tangah Cabang Padang. This data collection method was collected through interviews with related parties. The analytical method in this study uses a descriptive method with an inductive mindset that explains the results of research regarding the facts that occur in the field, which are then analyzed according to existing theories. Based on the results of the study it was found that PT. BPR-JKT Cabang Padang has monitored and anticipated operational risks that will occur in every teller and customer service work unit in order to avoid things that damage the bank's good name, because tellers and customer service are front liners who will deal directly with customers. The monitoring and anticipation carried out by the bank has proven that there are fewer unwanted incidents at the teller unit, such as errors in inputting nominal money and account numbers during transactions, underpayments or overpayments to customers. As for the customer service unit, such as incorrect customer data input, the occurrence of complaints and others.

Date: 2021-08-25
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Persistent link: https://EconPapers.repec.org/RePEc:osf:osfxxx:mektz

DOI: 10.31219/osf.io/mektz

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