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To direct control the overall operations of Customer Service. Representatives are working on resolving issues for banking customers, constantly working to find solutions to customer problems. Work on making sure that consumers are having an outstanding banking experience. To provide customer with information and step by step instructions for using the service. Monitoring and checking all CS Daily/Weekly/Monthly reports and submit the reports within the timeline. Monitoring and checking the stock of Cheque BG, ATM, Form, Token and and others related to the completeness of operational processes. Monitoring, checking and follow up the customer complaint Monitoring and check the facilities and comfort of premises Monitoring and checking request transaction on E-Corp.  Monitoring and checking on the account opening process (end to end) and others services (but not limited on Internet banking services, POA Services, etc.). Perform transaction correctly and accurately, but not limited on:

• Processing Reference Letter

• Processing Audit Confirmation

• Processing Cheque / Giro Book Request

• Processing Encode Cheque/Giro from Cutomer (if any)

• Processing Cheque / Giro Book collect by customer/POA/Signer

• Processing Stop Payment

• Processing ATM Card Registration

• Processing Reissue PIN ATM

• Processing ATM Card Maintenance Change Card/Destroy/Closed Account

• Processing ATM Card to Customer/POA & Activation

• Processing Internet Banking Registration Corporate

• Processing Internet Banking Registration Retail

• Processing Internet Banking Maintenance - Reset Password

• Processing Internet Banking Closed

• Processing Mobile Banking Registration

• Processing Mobile Banking Maintenance

• Processing Mobile Banking Closed

• Processing Account Closing (IOW Cash withdrawal)

• Processing Account Closed Facility Individual

• Processing Account Closed Facility Corporate

• Processing Activation Account

• Processing Hold / Un-hold Fund

• Processing Block / Un-block Account

• Processing Inactive Account (per account)

• Processing Time Deposit Placement (Verification and confirmation)

• Processing Time Deposit Early Repayment (Verification and confirmation)

• Processing Time Deposit Maturity Repayment (Verification and confirmation)

• Processing Deposit Contract to Customer/Related Unit

• Processing Request SID for Mutual Fund/Bonds

• Processing Mutual Fund Transaction

• Processing Bonds Transaction

• Processing Bancassurance Transaction

• Processing Open SDB Account

• Processing Closing SDB Account

• Processing SDB Account extended

• Accompany SDB Tenant Visit

• Processing SKN Transaction (Verification & Confirmation)

• Processing RTGS Transaction (Verification & Confirmation)

• Processing Remittance Transaction (Verification & Confirmation)

• Processing Account Opening Individual

• Processing BO (Beneficial Owner Individual)

• Processing Occasional Screening Individual

• Processing Account Opening Corporate

• Processing BO (Beneficial Owner Corporate)

• Processing Occasional Screening Corporate

• Processing KYC for open account individual/corporate in Smart AML

• Processing Occasional Review Process (AML)

• Processing Simodis Document (Verification)

• Processing EDD data

• Processing POA

• Processing Maintenance Customer Account/Update Customer Data

• Processing Specimen Card/Authorization Form Upload

• Processing Signature Verification System (SVS)

• Processing FBS registration and maintenance

• Processing MMAS registration and maintenance

• Processing Customer Complaint Registration

• Processing Account Statement Printing per Customer

• Processing Hold Account Statement Registration

• Processing Destroy Account Statement

• Balancing & Reconcile Transaction (Clearing/Remittance) Register

• Balancing & Reconcile cheque/giro book

• Balancing & Reconcile ATM Card

• Balancing & Reconcile Deposit Contract

• Balancing & Reconcile Check In - Out SDB (Register & ODS)

• Balancing & Reconcile Account Activation (IM - Cognos)

• Balancing & Reconcile Opening Account (Document - Cognos)

• Balancing & Reconcile Package Request by Internal/Related Unit

• Processing DHN (National Black List) Checking

• Processing Tax Deduction Request

• Processing Foreign Exchange Confirmation to Treasury

• Processing Notification Letter for Account Inactive/Dormant + Document Expired

• Processing Incoming/Outgoing Call (Internal CTBC)

• Receive & Register Hold Account Statement Monthly

• Processing Destroy ATM Card (Expired/3 months not taken)

• Processing Notification Letter for Data Dormant Abnormal

• Follow up Data Customer for Document Expired (per customer)

• Processing Signature verify in LLD document

• Processing Alarm testing

• Customer Complaint Reporting (Monthly)

• Processing LLD Reporting

• Processing letter for customer data update

• Reply Customer requests by phone or e-mail (check account mutation, transaction advices, and other requests regarding the account balance)

Perform KPI (Productivity) CS Report Perform Branch Control Function Checking (BCFC) Perform processing all the documentation is carried out in accordance with the provisions. Perform processing data cleansing activities (regular or project) Perform branch operational issue reporting to direct supervisor  Perform monitoring and checking the clean desk implementation Perform to checking all peripheral and facilities to supporting operation process running well ( i.e Timestamp, Fax Machine, PC etc) Perform to support and implementing the grooming as per bank standard. Perform to support all activity related the Quality Assurance Testing, AML Testing, Internal Audit Testing. Perform to support all activity related the internal audit, parent bank audit, regulator audit. Perform to supports all projects organized by branches, internal departments and national projects. Perform to record all activities on Customer Service in KPI Template.  Perform to support on UAT process (if any). Comply with all Bank’s policies and procedures, BI and OJK regulation