CUSTOMER SERVICE ACTIVITIES OF BANK CENTRAL ASIA

BRANCH OF BCA PONDOK LESTARI IN CUSTOMER RELATIONS

WITH CUSTOMERS

Internship Report

Filed as one of the requirements to meet the approval of the academic course of
undergraduate degree 1 (S 1)

COMPILED BY:
INA HASNAWATI
44216120065

PROGRAM OF PUBLIC RELATIONS FACULTY OF

COMMUNICATION SCIENCES UNIVERSITY OF MERCU BUANA
JAKARTA 2020

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 PREFACE

Praise to Allah SWT, because of His grace and gift the writter could complete all the
apprenticeship proposal that is conducted at PT. Bank Central Asia branch of BCA Pondok
Lestari. The purpose of the internship proposal is one of the graduation requirements that
must be agreed by each student to get a Strata 1 degree.
In submitting of this proposal, the writter gets a lot of help from various parties, therefore
the author approves his gratitude as much as possible to them, both parents and the whole
extended family of writters who have provided support, morals, and trust that is very
beneficial for the writter .
The recipient of the approved proposal still has a lot of lacking, due to the limitations of
the authors. Therefore, the author expects criticism and suggestions that make this proposal
so that it can be even better. Finally, the writter hopes that this proposal will benefit to the
readers.

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 CONTENTS

COVER .............................................................................................................................. i
PREFACE ......................................................................................................................... ii
CONTENTS ..................................................................................................................... iii
VALIDITY SHEET INTERNSHIP IN BANK CENTRAL ASIA ....................1
CHAPTER 1 INTRODUCTION
1.1. Background. ............................................................................................................... 2
1.2. Scope. ......................................................................................................................... 2
1.3. The Purpose of The Activities ..................................................................................... 2
CHAPTER CONTENT
2.1. History of Bank Central Asia ...................................................................................... 3
2.1.1. The meaning of BCA Logo (Bank Central Asia) .................................................... 4
2.1.2 vision & Mission Corporate ................................................................................... 5
2.2. Organizational Structure .......................................................................................... 6
2.2.1. Organizational Structure ........................................................................................ 7
2.3 BCA Storage Product Saving .......................................................................... 7
CHAPTER 3 RESULTS OF INTERNSHIP
3.1. Initial Plans ............................................................................................................. 12
3.2 Analysis The Theories With Practice ..................................................................... 12
3.3 Time Period of The Internship................................................................................ 14
CHAPTER 4 CONCLUSION AND RECOMMENDATION
4.1 Conclusion............................................................................................................... 15
4.2 Suggestions ............................................................................................................. 15
ATTACHMENT

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 VALIDITY SHEET INTERNSHIP IN BANK CENTRAL ASIA

Name : Ina Hasnawati

NIM : 44216120065
Faculty : Communication Science
Study Program : Public Relations
Intership Place : BCA KCP Pondok Lestari
Division : Customer Service

Knowing,

Mentor Lecturer Sub Branch Manager

( Rika Yessica Rahma M.Ikom) (Bintoro Didik)

Head of Communication Study Program Head Section Customer Service

(Dr. Farid Hamid, M.Si) (Elis Syilviana)

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 CHAPTER 1
INTRODUCTION

1.1 Background
The development of the science and technology nowadays, make this nation to be
more open in accepting the changes that occur due to these advancements and
developments. In the current tight competition, realizing that human resources are the main
model in a business, the quality of labor must be developed properly.
In this case the higher education institution becomes a place to prepare students,
who are required to have good abilities in their fields to be ready to face the challenges of
the globalization and free markets, namely competition in the world of work. The ability
of students themselves can be obtained through the learning process on college or through
books and other learning resources that provide a learning experience for themselves.
However a high educational background if it is not followed with good competence in their
field and does not have other skills that can support his career, then that person will have
difficulty in entering the workforce.
The apprenticeship program is part of a job training system that is organized in an
integrated manner between job training in training institutions and working directly under
the guidance and supervision of more experienced instructors in order to master certain
skills or expertise.
To better know the apprenticeship description, Bank Central Asia gave me the
opportunity to be able to practice internships. The choice of Bank Central Asia Tbk., Is
because Bank Central Asia is the largest private bank in Indonesia with a large number of
products and diverse customers, making it easier for me to learn and develop during this
internship. Coupled with my knowledge and ability to communicate, increase my selling
power and confidence to improve Customer Relations with customers.
In addition, Bank Central Asia (BCA) provides a large enough opportunity and is always
open for the nation's outstanding children to join so that we young people are able to
develop after doing this apprenticeship program and able to compete in the real working
world.

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1.2 Scope
As we all know that Bank Central Asia is the largest private bank with a large and
diverse number of customers, this makes me learn more about banking products, not only
learning to open an account which is one of the banking tasks in serving customers, but
also trying to meet the needs of customers who are increasingly fast developing
technological developments.
Along with the development of technology, the public is becoming increasingly
smart and forcing the banking world, including Bank Central Asia, to always be present
with the solutions needed by customers, the large number of products and facilities that
facilitate customer transactions make Bank Central Asia (BCA) always trusted by the
people of Indonesia. With this convenience, it is not uncommon to make people who try to
take advantage to take actions that harm customers. At Bank Central Asia (BCA), I also
perform other duties as a Customer Service Officer, namely handling a variety of fraud
cases which are detrimental to BCA customers, educating customers to use the facilities
provided by BCA with machines for printing books, changing cards and registering mobile
banking. And reduce the queue chain of customers.
During the trading period, I shared a lot with other CSOs and learned together about BCA
products that were getting more and more updated.

1.3 The Purpose of The Activities

In terms of the purpose, The author has a few purposes that has to be achieved:
1. To be able to apply theories or concepts that have been obtained during studies in order
to get areal picture of the implementation of professional duties as a Public Relations
practitioner

2. To be able to communicate well and be able to establish customer relationships with

customers

3. To be able to contribute to developmentthe company's reputation and branding and work

experience for future employment

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 CHAPTER 2
CONTENT
2.1 History of Bank Central Asia
In 1955 NV the trading Company and Industrie Semarang KNITTING Factory
stood as the forerunner of Bank Central Asia (BCA). BCA was founded by sudono
Salim on February 21, 1957 and headquartered in Jakarta. May 1, 1975, the businessman
Mochtar riady joined in the BCA. He repaired the Bank 's work system and tidying
up the archives of the bank that the itu room was a spider's nest .
Year 1977 BCA merged with two other banks. One of them is Bank gemari
owned by the Welfare Foundation of the Republic of Indonesia armed forces . Bank
Gemari Office is also used as Branch office BCA. The Merger made BCA could
become foreign exchange Bank . According to George junus Aditjondro, the sons of
Suharto who had shares. At the BCA were Siti hardiyanti (tutut) and sigit
jarjojudanto. According to him, both had 32 percent of shares in BCA.
In the early 1980s, BCA submitted an application to Bank Indonesia in order to be
allowed to issue and distribute Credit cards on behalf of the internationalBCA. tahun
For that, BCA cooperate with MasterCard. BCA also expanded its network of branch
offices aggressively in line with the deregulation of the banking sector in Indonesia.
BCA developed various products and services and information technology
Development , by implementing Online system for branch office Network , and
launched next day savings Depan (phase) BCA.
In 1990-an BCA developed an alternative service network through ATM (
Automated teller machine). In the year 1991, BCA started placing 50 ATM units in
various places in Jakarta. Network development and fitur ATM features are done
intensively. BCA works with reputableinstitutions, such as PT Telkom to pay
phone bills through ATM BCA. BCA also cooperate with Citibank so that the
customer of BCA credit cardholders can pay bills via ATM BCA.
In tahun 2002, Farindo Investment (Mauritius) Limited took over 51% total
shares of BCA through the tender process of strategic private placement. In 2004,
bppn divestment over 1.4% of BCA shares to Domestic investors through Limited
offerings and year 2005, the government of the Republic of Indonesia through

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 Company 's asset Management (PPA divested all residual shares of BCA at 5.02%.
In the period 2000-an BCA strengthened and developed products and services,
especially electronic banking by introducing Debit BCA, cash BCA, internet
banking KLIKBCA, mobile banking M-BCA, Edcbizz, and others. BCA
established a Disaster Recovery Center facility in Singapore. BCA increased
competence in the field of credit distribution , including through expansion to the
field of car financing through its subsidiary , BCA. Finance. In 2007, BCA became
a pioneer in offering home - owned credit products with fixed interest rates . BCA
launched a prepaid card , flazz card and began to offer Weekend banking Services
to continue to build excellence in the field of banking transactions. BCA is
proactively managing credit distribution and liquidity positions amid the volatility of
the global crisis , while still strengthening key competencies as transaction banks.
Year 2008 & 2009, BCA has completed the development of mirroring system to
strengthen business continuity and minimize operational risk. BCA opened a
Solitaire service for High Net-worth individual customers.

2.1.1 The meaning of BCA Logo (Bank Central Asia)

• The Bca Logo merges with corporate identity as the Vision of BCA Bank ke Mission
in the future. Secara Visually, THE corporate identity of BCA Bank WHICH was
established since 1957 still use the same BCA logo.
• As it grows, the BCA logo display is updated in a graphic design concept called
blueliner. Konsep This concept does not alter the original form, and still maintains the

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original version of the BCA logo.
• Blueliner applied in the BCA logo, indicating a solid form of communication and
correspondence reflects a new Spirit on the BCA logo. This is done As an effort to
realize the Vision and mission of BCA Bank.
• Further in the implementation of the concept of blueliner make BCA logo increasingly
has color, dedication and contribution to the banking industry and The Indonesian
economy.

2.1.2 vision & Mission Corporate

The Vision:
The main choice Bank of the community, which serves as the important pillar of
Indonesian economy .
The Mission:
1. tobuild a superior institution in the field of payment settlement and Financial
Solutions for business and individual customers.
2. understand the diverse needs of customers and provide the right financial Services
in order to achieve optimal satisfaction for customers.
3. Increase The value of the Francais and stakeholder value BCA.

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2.2. Organizational Structure

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2.2.1 Organizational Structure Specifically

Bintoro Didik
Branch Mnager

Weny
Public Relations

1. Elis Syilviana 1. Ritus Eni M

Hendrawan Halim
2. Faustina Ratna 2. Johny Budianto
Head Section Of Back
Head Section Of CSO Head Section Of Office
Teller

CSO
( Customer Service TELLER BO ( Back Office )
Officer )

2.3 BCA Storage Product Saving

are deposits whose withdrawal can only be made under certain agreed conditions ,
but cannot be withdrawn by cheque, bilyet Giro, and or Other tools likened to it.
The types of savings that are found in BCA are as follows :

1. Tahapan BCA

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The stage of BCA is one of the flagship banking products bca. The BCA stage is a
savings account that provides a wide range of benefits that facilitate customers in
Banking transactions and also provide attractive gifts for customers. Supported BY
ATM bca network , klikbca, M-BCA which is connected in real time online, BCA stage
service becomes so easy and enjoyable because it can be accessed anytime and
anywhere . In addition , access to ATM BCA Services become wider again through
the ATM Prima network . In addition , the stage of bca add the service KLIKBCA
smartphone version which is an additional service to the customer stage bca that use
klikbca in transaction. Through KLIKBCA smartphone, now customers of certain types
of mobile users can enjoy klikbcaservice. As with the transaction KLIKBCA using
a computer, for the use of KLIKBCA smartphone, customers continue to use the bca
key to maintain the security of its transactions. Through Thisservice, loyal kapan
customers ofthe stage BCA can transact anywhere and anytime.

Type passport type (ATM BCA)

Various facilities from the BCA stage , we adjust to the needs of each customer,
through several types of cards are required. Administration fee adjusted to card type
facilities :
1) BCA Silver Passport
ATM card with this type of silver is suitable for customers who do not too often take
money, but often transact online and debit. By using This card, you have a cash
advance limit at ATM machines Rp. 10 million in a single transaction, while the
transfer via ATM machine to an between BCA account can be done up to Rp. 50
million, and to different banks can be is Rp. 15juta in a day.

2) BCA Gold Passport

This one card can also be used as an option for customers who do not too often
withdraw cash at ATM machines with large quantities. With an ATM Gold card,
you can make a transaction of Rp. 75 million for remittance of funds between accounts
in the same bank. You have a cash withdrawal limit at the ATM machine Rp. 10 million
in a single transaction. For Gold ATM cardholders who want to shop through a debit
card , can enjoy a limit of up to Rp. 50 million at the various leading merchants of
your choice .

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3) BCA Platinum Passport
Platinum ATM card is suitable for customers with High Mobility because This card
allows you to transfer up to Rp. 100 million. You have a cash withdrawal limit at
the ATM machine Rp. 10 million in a single transaction. In addition , you also have a
debit limit Big enough if you use a Platinum ATM card that is Rp. 100 million.

2. Tahapan Gold

The Gold stage with all its ease makes it widely used by businessmen in helping to smooth
their business. Responsive to the needs of business people and to provide the best, BCA
now presents the Gold stage that is provided specifically for business customers in assisting
the smooth business. In addition to the various advantages of the above Gold, customers
can still enjoy many other benefits like the BCA stage facility.

3. Tabunganku

Bank Indonesia with 70 commercial banks and more than 910 people's creditors launched
a savings product for individuals named "TabunganKu". With the requirement of a
lightweight initial deposit, only Rp 20,000 for commercial banks and Rp 10,000 for BPR,
and free administration fee. It is hoped that My TabunganKu can foster a culture of saving
and improving people's welfare.

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4. BCA Dollar

In BCA savings you have value added. You can save money while investing with BCA
Dollar. BCA Dollar provides accounts in USD and SGD currency while you enjoy the
convenience of ATM BCA facilities and access to klikBCA and M-BCA (Mobile Banking
BCA).

5. Tahapan Xpresi

The stage of Xpression is the savings that offers a different concept using a style card
designed by young children. This product is intended for customers aged < = 25 years.

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6. Deposito

Deposits are deposits of third parties to the bank whose withdrawal can only be made within
a certain period of time according to the agreement between the third party and the bank in
question.

For time deposits of evidence of ownership in the form of deposit Bilyet. Period of
Depostio Futures 1, 3, 6, 12 months, with the renewal status of ARO/non ARO, the place
of its establishment in the original branch, the minimum term deposit time for rupiah
amounted to Rp 8 million, and for foreign currency deposits
USD 1000/SGD 2000/HKD 8000/AUD 2000/JPY 150.000/GBP 1000/EUR 1000
and CNY 7000 * Disbursement before maturity does not incur a penalty fee, but the
running interest is not paid. Customer type for deposit account in BCA There are three
types, namely: Individual, Agency (company), and joint account (combined). The status
of the joint account to (AND) the signing of documents and transactions must be carried
out by both parties, while the status (OR) of the document signing must be both parties
while the transaction can be made by either.

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 CHAPTER 3
RESULTS OF INTERNSHIP
3.1 Initial Plans

There are a few initial plans to conduct the internship. Such as:
1. Analyze and understand customer questions, suggestions and complaints and can provide
appropriate solutions to develop and maintain customer relations.
2. Socializing and educating customers about banking services and products and being able
to apply communication knowledge that has been learned such as public speaking
3. Planning public relations marketing programs such as seminars, exhibitions,
competitions, contests and gatherings in order to introduce the company or company
products so that they can reach the wider community.
4. Evaluating programs that have been run.
However, in its implementation only 3 out of 4 activities were carried out from the initial
plans. Among them is being able to analyze and understand customer questions,
suggestions and complaints, the second is to socialize and educate customers about banking
services and products and the third is to evaluate every activity that has been carried out. 1
activity that has not been realized is conducting workshops or exhibitions to introduce
companies and products that we have due to covid 19 so that activities related to face-to-
face meetings cannot be carried out, but that does not mean that it is an obstacle or obstacle
for BCA not to carry out promotions on its products . With the sophistication of technology,
such as exhibitions or workshops on products and company introduction can still be done
virtually.
3.2 Analysis The Theories With Practice
1. Communication
Communication is a way how we deliver the message from one person to another person
that is involved more than 2 people.

In conducting internships, communication is certainly very important and becomes

the main basis to be mastered because in conducting services it is required to have good
communication in order to establish effective communication between customers and
Customer Service.

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2. Customer Relations Management

Customer relations management, also known as customer relationship management, is a

business strategy to optimize the company's profitability by maintaining and increasing the
number of customers.
In this case customer relationship management plays an important role in building good
relationships with customers so that the customer engagement with the company is created
so that targets and profits are easily achieved because customers can easily give trust to the
company.
During my internship at BCA, the strategy was carried out to establish harmonious
relationships with customers by providing excellent service to customers and providing
appropriate solutions according to customer needs. Give a good impression by always
empathizing and paying attention to customers so that customers feel comfortable.
3. Negotiation

Negotiation is a bargaining process by negotiating to reach an agreement between the two

parties.
Negotiations that are often carried out at BCA are when conducting services where there
are customer needs that are sometimes not in accordance with prevailing procedures at the
branch, for example, when a customer wants to open a saving account, but the customer's
ID card outside the city is not in accordance with branch regulations, which requires
opening an account only for customers domiciled in the area around the branch. To achieve
agreement between the two parties, negotiation becomes a middle ground so that the
customer's needs are met and does not violate the provisions of the branch by bringing the
customer domicile to the place of residence that shows that the customer is domiciled in
the area around the branch, to provide satisfaction to the customer then at when the
customer comes back to open an account, the customer does not need to take a queue
number. From this incident shows that BCA has a sense of caring and always provide the
best service to its customers.
Another example of negotiations conducted at BCA is when negotiating a grace period for
opening a company current account that takes 3-14 working days. Usually Customer
Service with the customer will make a bargain regarding the required grace period.

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3.3 Time Period of The Internship

The activities that I do during my internship can be said as a routine because every
day the task of customer service is to provide services and provide solutions to
customers' needs that vary every day. Like opening a new saving account for new
customers, changing cards and handling complaints from customers, educating and
socializing about BCA products.

Service hours start from 08.15-14.00 WIB from Monday-Friday. Every day
customer service can serve an average of 150-170 customers. At BCA, the Pondok,
2 CSOs become duty offiers, and 1 back Lestari branch has 8 customer service
counters and 11 CSOs. 8 of them open counters up files.

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 CHAPTER 4
CONCLUSION AND RECOMMENDATION

4.1 Conclusion
From the results of activities during an internship at Bank Central Asia it can be concluded
that the practice of internships is very important for students before actually entering the
real world of work. Because during my internship at BCA a lot of lessons and experiences
that I got especially in training the level of my communication with many people.
In addition with many of his products from the BCA made me not only learn to
establish communication only with customers but is required to be able to do the alization
of BCA products and negotiations. Increasing the attachment with the customer must also
be legal so that the customer will trust the BCA. During this internship I was given many
opportunities to deal with some work that made my thinking open and increased
knowledge, and the most important thing is to learn how to communicate well that is to
establish Customer Relations.
4.2 Suggestions
As long as I do this trade, it certainly cannot be separated from deficiencies.
1. Suggestions for further internships are to prepare a more mature initial plan so that
during the apprenticeship all activities can be carried out well.
2. The suggestion for the company is to increase the confidence of the trainees in
handling some matters related to the problems being faced by the company so that
students are able to analyze similar problems when plunging into the real world of
work.
3. The suggestion for the University is to provide knowledge in advance so that when
doing an internship, students also feel ready mentally and physically.

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ATTACHMENT

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DAFTAR HADIR

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