Strategi Customer Service dalam Menangani Keluhan Pelanggan pada JNE Cabang Utama Manado

Abstract

The banking sector faces various risks in carrying out its intermediation function, one of which is operational risk that may arise from inadequate or malfunctioning internal processes, human error, system failures, or external events. This risk has the potential to occur in various bank activities, including the pension loan disbursement process, particularly at the application and verification stages, which involve document review, data matching, and system usage. This study aims to describe and analyze the implementation of operational risk management in the pension loan application and verification process at PT Bank Mandiri Taspen Manado Branch Office, referring to the four risk management processes stipulated in Financial Services Authority Regulation Number 18/POJK.03/2016, namely risk identification, measurement, monitoring, and control. This study employs a qualitative approach using a descriptive case study method. Primary data were obtained through interviews with the Credit Operation Officer (PCO) and Account Officer Pension (AOP), as well as field observations, while secondary data were obtained from Standard Operating Procedures (SOPs), forms, internal policies, and other supporting documents. Data were analyzed using the interactive model developed by Miles, Huberman, and Saldana, comprising data condensation, data display, and conclusion drawing/verification, with data validity examined through source triangulation, technique triangulation, and member checking. This study is expected to provide an empirical overview of operational risk management practices at the branch office level and serve as a basis for evaluation for the company in strengthening its pension loan application and verification process.