1

THE ROLE OF CUSTOMER SERVICE DIVISION IN THE SERVICE OF

TRANSACTION PROCESS OF SAVING PRODUCT
AT PT BANK LAMPUNG

(A field Practice Report)

By

Iin Ariska

LAMPUNG UNIVERSITY
BANDAR LAMPUNG
2011
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THE ROLE OF CUSTOMER SERVICE DIVISION IN THE SERVICE OF

TRANSACTION PROCESS OF SAVING PRODUCT
AT PT BANK LAMPUNG

By

Iin Ariska

A Field Practice Report

Submitted in a Partial Fulfillment of

The Requirement for Diploma III
In

The Language and Arts Deparment of

The Faculty of Teacher Training and Education

LAMPUNG UNIVERSITY
BANDAR LAMPUNG
2011
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Title : THE ROLE OF CUSTOMER SERVICE

DIVISION IN THE SERVICE
TRANSACTION PROCESS OF SAVING
PRODUCT AT PT BANK LAMPUNG
Name : Iin Ariska

Student number : 0803091023

Department : Language and Art

Program : D III in English Program

Faculty : Teacher Training and Education

ADMITED BY

Head of Department of Language and Art / Advisor,

Head of D III English Profession,

Drs. Imam Rejana, M.Si. Prof. Dr. Cucu Sutarsyah, M.A.

NIP 19480421 197803 1 004 NIP 19570406 193603 1 002
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APPROVAL

Examiner Team

Examiner I/Advisor : Prof. Dr. Cucu Sutarsyah, M.A. ……………………

Examiner II : Budi Kadaryanto, S.Pd., M.A. .…………………..

VERIFIED BY

Dean of
Teacher Training and Education Faculty
Deputy Dean I

Dr. Mulyanto Widodo, M.Pd.

NIP 19620203 198811 1 001

Date of Graduation: September 13th, 2011

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CURRICULUM VITAE

The writer was born in Sinar Semendo on December 15th 1989, and lives at

Darussalam street No 112. She is the oldest daughter of the four children of

Iskandar juned and Yulistina heryanti.

The writer began her study at Aisiyah Talang Padang in 1993 and then she

continued her studty at the Elementry School in 1995. She afterward studied at

Junior High School in 2001, and continued her study in the Senior High School

from 2004 to 2007. Finally, in September 2008, she was accepted as a student of

Diploma III English Program, Faculty of Teacher Training and Education,

University of Lampung. She had carried out her field practice program at PT.

Bank Lampung at Wolter Mangonsidi street No.182 Teluk Betung Bandar

Lampung from May until June 2011.

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MOTTO

Talk less do more & do not say ”never” if you never tried it before

(Iin Ariska, 2011)

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DEDICATION

This paper is dedicated to

My beloved Mom, the important person in my life

My beloved Dad who always gives me advice and the best thing for me

My brother, M. Agung Mudrika and Suaji Tri Aji who always help me

anything

My grandmother and grandfather who always give spirit to doing anything,

and thank a lot of for your prayed to me

Cicik Endang thank a lot of for your suggestion and suport to done this report

My beloved friends Sary Fatmawati, Octaviani, Amita Amalia, Reza Fahlevi,

Bambang, Vivin Octaviani and Bella Novita

My beloved friends Diploma III english program, I love you all

My beloved almamater
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ACKNOWLEDGMENTS

Thanks to Allah SWT, the most merciful and guidance that I am able to finish this

report. This report is written as one of requirement to accomplish my study at

English Diploma III program, the Faculty of Teacher Training and Education,

Lampung University. This report is written based on field practice that the writer

had done at PT Bank Lampung for two months, starting from first May to the end

of June 2011. During her time of doing field practice, the writer gained a lot of

experiences and knowledges around the real work situation. The writer has to

admit it was practically different from what she had learned from campus

theoretically. However, some problems appeared especially at her first time but

she finally was able to adjust the situation in the office.

The writer realized that she might not be able to complete this report without any

help from her advisor, lecturers and others who given a great supporrt to her. That

is way, in this occasion, the writer would like to expres her gratitude to:

1. Prof.Dr. Cucu Sutarsyah, M.A. as the writer advisor who has given the writer

a lot of suggestion and solution in making the field practice report.

2. Budi Kadaryanto, S.Pd., M.A. as the examiner who has given the writer a lot

of solution and your time in making the field practice report.

3. Mr. Lihan A Husin, as the Branch Leader of PT Lampung Bank centre.

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4. Drs. Imam Rejana, M.Si. as the Head of Language and Arts Department and

also as the Head of English Department of Teacher Training and Education,

Lampung University.

5. Mr. Irvan, who has given permission for the writer to carry out the field

practice.

6. Mrs. Rosna Dewi as Supervisor of Customer Service Divison at PT Bank

Lampung.

7. All of the Staffs in Customer Service Division Mrs. Rosna Dewi, Mr. Khresna

Wijaya Mr. Asiadi, Mr. Dody Putra , Mrs. Yuliana, Mr. Junaidi, and Miss.

Rahma Hapsyari Thank a lot for teaching me everything.

8. My greatest family, beloved Mom and Dad, brother, grandmother,

grandfather, my uncle and aunt thank a lot of for your help I can not find a

word for their great attention and I love you all.

9. All my close friends and staff Diploma III English program, to Miay, and Mr.

Hery Zusdianto thanks for everything.

10. My best friend forever Sary Fatmawati, Octaviani, Amita Amalia, Reza

Fahlevi, Bambang, Bella Novita and Vivin Octaviani thanks for your prayed,

advice, suggest and spirit for me.

Finally, the writer expects this field practice report can be useful for all of us.

andar Lampung, July 2011

The writer

Iin Ariska
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CONTENTS

Page

TITLE OF COVER.............................................................................. i
ADMITTED ........................................................................................ ii
APPROVAL ........................................................................................ iii
CURRICULUM VITAE ...................................................................... iv
MOTTO .............................................................................................. v
DEDICATION ................................................................................... vi
ACKNOWLEDGMENTS.................................................................... vii
CONTENTS ........................................................................................ ix

CHAPTER I INTRODUCTION

Object .......................................................................... 1
1.1.The History Of PT Bank Lampung ......................... 1
1.2.The Structure Organization of PT Bank
Lampung ................................................................ 4
1.3.The Mission, Vission and Strategy of
PT Bank Lampung ................................................. 12
1.4.The Product of PT Bank Lampung ........ 14
1.5.The Job Discription During Field Practice .............. 16

CHAPTER II ANALYSIS AND DISCUSSION

Discussion .................................................................. 18
2.1. The Relationship with the Staff of the Institution 18
2.2. The Relationship with the Facilities ..................... 19
2.3. The Relationship with the Clients ........................ 20
2.4. The Norm of the Institution ................................. 20
2.5. The Dificulties Encountered in the Institution ...... 21
2.6. Discuss about the Title of a Field
Practice Report..................................................... 21
2.6.1 Definition of Regional
Development Bank ...................................... 22
2.6.2 Definition of Customer Service ................... 22
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2.6.3 The Role of Customer Service in the

Service Transaction Process ........................ 25
2.7. The Skill that the Writer Need to Develop
in the Future ................................................... 30
2.8. The Activities of Field Practice in Relation
with the Curriculum of D3 English
Program University of Lampung .................... 31

CHAPTER III CONCLUSION

Conclusionn ............................................................. 32
Suggestions .............................................................. 33

REFERENCES ................................................................................. 34

APPENDICES ................................................................................... 35
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CHAPTER I
INTRODUCTION

Field Practice Program of Diploma III English Profession, Lampung University is

aimed at giving concrete experiences in certain offices or division. In this

opportunity the program took place in PT Bank Lampung. Generally speaking,

this part analyzes some elements of PT Bank Lampung, and the points of

discussions about the role of customer service division in the service of

transaction process saving product at PT Bank Lampung are arranged as below.

1.1. The History of PT Bank Lampung

The establishment of PT Bank Lampung was due to the policy issued by the

implementation of UU No. 13, in the year of 1964 about he regulation of local

development bank. Regional Development Bank is owned by the Lampung

government as a local company. It was held based on the decision of governor as

the 1st local governor of Lampung Province No. 10-A/1964, 1st of August 1964.

The name of Regional Development Bank was approved by the ministry on the

approval later No. Des.57/7/3/150 26th of August 1965. Regional Development

Bank (BPD) started operating on 31st of January 1965 based on business license of

Indonesian Central Bank No. Kep.66/UBS/1965 on 3rd of August 1965. BPD

Lampung is local company that its function is as a local public bank.

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BPD Lampung is intended to support and motivate the economic growth and local

development. BPD Lampung also gives a big contribution in giving income in

order the people’s living by doing the following efforts, they are,

1. Collecting funds from the society

2. Distributing a loan: long and short-term loan

3. Doing other legal bank activities

BPD Lampung also has some other duties, such as:

1. As a local account that deposits the local fund

2. As a moderator by supporting the local development

As the growth and the existence of BPD Lampung, BPD Lampung has its net

operation by opening some branches in some other areas, below are the names of

the representative branches.

- The main branch offices is located in Wolter Mongonsidi Street no. 182

- The main branch of Metro is located in Jend.A.Yani Stret no.5

- The main branch of Kalianda is located in Veteran Street no.16

- The main branch of Bandar Jaya is located in Poklamator Street no. 134

- The main branch of Kota Bumi is located in Jend. Sudirman Street no. 134

- Helper branch office of Bukit Kemuning is located in Sumber Jaya Street

- Helper branch office of Liwa is located in RA. Kartini in market of liwa

- Helper branch office of Unit II is locatd in Raya Lintas Timu Street

- Helper branch office of Bara Datu is located in Negara Baradatu Street

- Helper branch office of Antasari is located in Pangeran Antasari Street

- Special branch offices of Tulang Bawang is located in raya Gunung Sakti

- Special branch offices of Kota Agung is located in Juanda Street no. 58

 3

- Special branch offices of Daya Murni is located in Raya Pasar Daya Murni

- Special branch offices of Gading Rejo is located in Gading Rejo Street

Flexible ATM (Automatic Teller Machine) or is called as ATM Bersama PT Bank

Lampung provides the facilities of ATM that can be accessed in 10.500 ATM

Bersama terminals in all over area in Indonesia. So we can easily check our

alance, withdraw our money, and transfer anytime and it is free of administration

fee.
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1.2 ORGANIZATION STRUCTURE OF PT. BANK LAMPUNG (Persero) Tbk.

MAIN BRANCH OFFICE WALTER MONGINSIDI TELUK BETUNG BANDAR LAMPUNG
BRANCH LEADER

OPERATIONAL MANAGER

MARKETING MANAGER MICRO BUSINESS

MANAGER ASST.

OPERATIONAL
MANAGER ASST.
CREDIT ADM. INTERNAL IMPL.
COMMERCIAL SUPERVISOR SUPERVISOR AUDIT
ACCOUNT OFFICER TEAM

SECRETARY/ FUND & SERVICE

COMMERCIAL CASH IMPLEMENTATION
ADM. IMPLEMENTATION SPV.
TAPSUN CREDIT ADM. SUPERVISOR
UNIT
ACCOUNT OFFICER BRI
LOGISTIC CUSTOMER
TELLER
TAPSUN SERVICE
CREDIT ADM.
PROGRAM UNIT ADM.
ACCOUNT OFFICER MAINTENANCE CLEARING FUND & SERVICE OFFICER
TELLER ADM. OFFICER
PROGRAM
CREDIT ADM. UNIT RECONCILIATION
OFFICE OVER BOOKING CLEARING OFFICER
FUNDING
BOY TELLER OFFICER
OFFICER
RESERVE
DRIVER CASH COURIER FOREIGN OFFICER
TEAM TELLER EXCHANGE OFFICER

4
SECURITY PAYMENT ATM
POINT OFFICER
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This part describes particular duties of PT Bank Lampung personels.

The Duties of the Employees

1. The Stock Holder General Meeting

The stockholder general meeting is the highest forum in determining the rules of

PT Bank Lampung, which is handled by the boards of Directors to control the

wholw activities.

2. The Boards of Directors

The board of directors is a completeness of Bank Lampung organization, who is

responsible tothe stockholder general meeting in controllinh the whole activities.

3. The Managing Directors

The duties of the managing director are leading and coordinating the directors

members duties, directly founding and controlling the development and plans

division, controls and financial administration division, trhe whole controlling

should be based on balancing and harmonious principle in order to gain the Bank

mission optimally

4. The General Directors

The duties of general directors are directly leading, founding and controlling the

human resources and the public division so they can work optimally

5. The Marketing Director

the duties of marketing director are directly leading, founding and controlling the

treasury and installment division and give priority to the Bank business

development.
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6. The Planning and Developing Divison

This division is responible for

- Planning and managing the strategic palns

- Palnning and managing the development of Bank product and service

- Planning and managing the branch founding

- Obeying the rules of the system and procedure of Bank Indonesia and the

available act and rules

- Being responsible to the duty, function and activity

This division supervises the strategic development group, business

development group and branch-founding group

7. The Financial Controlling Division and Electronic Data

The duties of the financial controlling division and electronic data

- Planing and managing the system and the accountant procedure also the

Bank financial controling

- Planing and managing the electronic data processing the banking modula

application system and developing the other automatic system aplication

- Obeying the rules of the systems and procedure of Bank Indonesian and

the available act and rules

- Being responsible to the duty, function and activities

8. The Treasury Division

The following duties are the description of this section. Namely:

- Planing and managing the system and procedure of fund service

accumulation and fund placement

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- Planing and managing the system development and the procedure of fund

managemennt

- Obeying the rules of the system and procedure and the available act and

rules

- Being responsible to the duty, function and activities

This division supervises analysis group, financial controlling and

electronic and data processing group

9. An Installment Division

The division is responsible for

- Planing and managing the installment system and procedure, installment

administration and saving or accomplishment the loan also the installment

administration

- Processing the loan request and managing the middle market and portepel

loans

- Processing the gift of segment retail loan base on the branch office

authority

- Controlling the stuck loan also rescuising and finishing the stuck loan

- With discipline division representation the directors to solve the loan

juridical problem

- Obeying the rules of the system and procedure of Bank Indonesia and the

available act and rules

- Being responsible to the duty, function, and activities.

This division supervises the rescuing loan group, loan marketing group

and loan administration division.

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10. The Human Resources and Public Division

Basically, this section is responsibilities consist of

- Planing and managing the efficiency of human resources system and

procedure, training and developing the employees

- Planing and managing the salary, wealthy and social support for the

employees

- Planing and managing the employees administration and employees

trainee

- Planing and managing the logistic scope, household, secretarial, and public

division work

- Obeying the rules of the system and procedure of Bank Indonesia and the

available act and rules

- Being responsible to the duty, function, and activities This division

supervises the human resources efficiency group,prosperity division,

employees administration, secretarial, and public relations.

11. The Discipline Division

The following duties are the description of this section : namely,

- Determining the needed step to ensure that the Bank run on the rules of

Bank Indonesia

- Monitoring and keeping the whole Bank business activties so it is not

deviate from the available act and rules

- Monitoring and keeping the bank is obeying the whole commitments of

Bank Indonesia and the available act and rules

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- Prohibiting the bank directors in deciding the policy or the decision not to

deviate from the Bank Indonesia rules and the available rules and act

- Being responsible to the duty, function and activities

This division supervises the juridical and controlling group

12. The Special Loan Accomplishment Division

Basically, this section is responsibilities consist of

- Planing and managing the system and procedures of the loan

- Obeying the rules of the system and procedure of Bank Indonesia and the

available act and rules

- Being responsible to the duty, function and activities

This division supervises the collectors and accomplishment division law

and execution division

13. The Intern Controlling Division

Basically, this section is responsibilities consist of

- Planing and managing the Bank vision and mission Bank achievment by

independent judgment

- Planing and managing the management controls and the Bank operational

- Obeying the rules of the system and procedure of Bank Indonesia and the

available act and rules

- Being responsible to the duty, function and activities

This division supervises the loan controlling division, and general

supervising division and data electronic devision.

14. The Directors Special Staff of the Office

The following duties are description of this section: namely,

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Doing the job that is directly given by the directors:

a. Formulating the unit estimate proposal

b. Helping the directors to solve the II, IV, V class loan and erased loan

including the loan that has given to the AMU

c. Helping the directors to distributes the funds and service

d. Helping the directors as a Liasion Officer with the external side

e. Coordinating each division

f. Training and monitoring the company’s culture

g. Helping the directors to approach the stockholder and fulfilling the funds

h. Helping the directors to finish the open post list, the interoffice bil, and

other temporary bills

i. Arranging the Banking periodic duty and incidental report

- Obeying the rules of the system and procedure of Bank Indonesia and the

available act and rules

15. The Customer Service

The duty and responsibilities are:

- Giving information to customer about product in order to support product

marketing of Bank Lampung

- Giving balance information about saving, transfer, or loan to customer to

give satisfied service to customer

- Helping customer who need to fill application of fund and service of Bank

Lampung to give satisfied service to customer.

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The Time and day Work of PT Bank Lampung

Employees Employees
NO Activity Rest
Working days Working times

1 Monday 07.30 – 07.50 pray together 12.00 until

before work 13.00

work

07.50 – 16.30
pray together 12.00 until

2 Tuesday 07.30 – 07-50 before work 13. 00

work

pray together 12.00 until

07.50 – 16.30 before work 13.00

work
3 Wednesday 07.30 – 07.50

pray together 12.00 until

before work 13.00

07.50 – 16.30 work

istigozah / sport 11.30 until

4 Thursday 07.30 – 07.50
12.00
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07.50 – 16.30

5 Friday 06.30 – 07.30

The employees time and work of bank lampung are 5 days a week.

The General Policy of PT Bank Lampung

PT Bank Lampung is a local owned company that also has a function as general

Bank, established in order to support and motivated the economic growth and

regional development in the whole aspect also as one of the regional incomes in

order to increase the community standart of living by holding some ways such as:

a. Collecting the public fund in a clearing, saving money, and deposit form

b. Distributing the loan even in a short range or long range

c. Managing the other Banking business as long as it runs according to the

available act and rules

PT Bank Lampung is also regional economic tool in a Banking finance

sector has a function as:

a. The regional money supplies holder and saving the regional money

b. The activator and promoter of the regional money

1.3 The Vision, Mission and Strategic of PT Bank Lampung

Here are descriptions of the above points

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a. Vision

BPD Lampung has a function as place to collect funds from the society

and distributes give it back to the people who need fund in developing

their business. Besides that BPD Lampung is a symbol of pride as a Bank

which is loved and owned by Lampung society.

b. Mission

Increasing the participation of the society in developing retail business by

distributing the money to the people who need fund, so it can increase the

local economic growth and funds management.

c. Business Strategy

PT Bank Lampung implements the following strategies, they are

- Increasing the basic fund by being supported by share holders and

fulfilling the standart of Indonesia Architecture Banking (API).

- Based on business plan and demand from API, itis expected that on 2007

the fund sector of BPD Lampung becomes Rp.15 billion in order to fulfill

the target, it is expected that BPD Lampung will gain Rp.100 billion in

2006.

- Increasing the product service features by developing the On-line

transaction feature through information technology like SMS Banking.

- Increasing the fee-based income, especially in paying the school and

university fee through On-line.

- Spreading the ATM net in every branch office and developing the

transaction through ATM for payment features by using the ATM net join.
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- Spreading the net office by doing some market penetration in Lampung

province area.

- Increasing the service product that is ”Kredit Pantas” for the state

employees in the form of plafond Flexibility Loan and an aesy in accessing

that product because its needs in every parts in Lampung Province even

isolated area.

- Increasing the quality and the ability of its human resources and recruiting

good marketing force and consumer service

- Increasing the growth and the market of the productive loan product, such

as amall investment industries(UKM) and retail. And also developing the

money market transaction (Letter of Credit) in order to the profit.

The Statement of PT Bank Lampung

The corporate statement of PT Bank Lampung is ”Bersama Meraih Sukses”, that

the minimum of any kind customer attention for this bank, Bank Lampung will

give a special service for customer and they are sure that the strength which

develop with the parents are the beginning of the succes. Bank Lampung always

do its business by orientation in personal relation (from the beginning of the

process to the end, the bank always keep the relation with the clients).

1.4. The Product of PT Bank Lampung

The Product of PT Bank Lampung have some types are

A. Loan Products

1. PANTAS ”Pinjaman Aman Terbatas”(Limited and Safe Loan)

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This loan is given to state employees, retired employees’s state and private

awned company and other institution connected with PT Bank Lampung.

The requirements are as follows

- Application later

- Photo copy of Residence Identity Card

- Recent photograph and the last payroll, which was approved by official

And the bebifits are safe and very easy for state employees, free

administrative fee and life insurance protection.

2. PUGAR ”Pinjaman Untuk Kontraktor”(Loan for Contractor and

Developer)

This loan is intended to the contractor, developer, and supplier of any kinds of

physical projects basd on the cooperation with PT Bank Lampung.

The requirements are as follows:

- Application later

- Photo copy of Residence Identity Card and rent Photograph

- Enterprise document. The benefit is giving a financial capital.

3. PIKUL ”Pinjaman Kelompok Usaha Kecil” ( Loan for Small Scale Business)

This loan is given to groups af small scale business. The requirements are as

follows

- Application later

- Proposal

- Finances report

- Agreement letter ( Husband / Wife). And the benefit are easy in guarantee and

giving the opportunity in many sides.

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4. PINTAS ”Pinjaman Investasi Terbatas” (Limited Investment Loan)

This loan is given to state employees, retired employee’s state and ordinate owned

company and other institution connected with PT Bank Lampung.

The requirements are as follows

- Application letter

- Photo copy of fixed deposit account, clearing account and payroll.

5. PUNDI ”Pinjaman Usaha Mandari” (Independent Business Loan)

This loan is intended to business in agriculture sectore and market sectore

The requirements are as follows

- Application latter

- Proposal

- Finances report and agreement letter

6. PEPADUN ”Peduli Pembangunan Daerah” (Care to Lampung

Development)

An investement is given to local governoment in the form of loan in order to

develop Lampung Province.

B. Saving Products

1. SIMPEDA ( Local Development Deposit)

Flexible deposit can support our daily activities like with doing some

amounts of cash money, auto transfer, month payment safe and high

interest, it is also protected by Sipanda insurance.

2. SIGERMAS ( Wealth Future Deposite)

The automatic payment can be done through phone, loan, telkomsel

3. DEPOSIMANJA ( Sae Period Deposit)

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The deposit which has daily interest can be withdrawn anytime and free

from penelty. The requirements are as follows:

- Photo copy of Residence Identity Card

- Minimal balance Rp. 500.000,00

4. DEPOSIMANIS ( Dynamic and safe Deposit)

A deposit produces high interest and marketable or reward.

5. CLEARING ( Success, Business, Saburai)

Checkbook of saburai for goverment and business community that can be

used as a payment.

1.5. The Job Descriptions during the Field Practice

The field practice is one of the requirments to accomplish the study,

especially for the students in Diploma 3 English Department, University of

Lampung. During the field practice at PT Bank Lampung (1st May to the

end of Juny). The writer was placed in the Customer Service Division

1. Receiving the call.

During the field practice program, the writer helps the staff to receive the

call. The work etiquette in answering the call is very necessary need here.

2. Helping to send and receive the fax to other branch offices and clients.

Generally, to send a fax is new experience for the writer, here the writer

learnt how to operate the fax mechine.

3. Helping to copy (document, residence identity card, etc)

During the field practice program, the writer helps the staff to copy the

document, residence identity card, etc. The adventages which was gotten

are, knowing how to use photo copy machine.

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4. Helping to give stamp (SP2D, tax files, saving book, etc)

The writer helps the staffs to give stamp in SP2D, tax files and saving

book. The adventages which was gotten are, knowing how to give stamp in

documents because there are different stamps for each document.

 19

CHAPTER II
ANALYSIS AND DISCUSSION

Discussion

This part discussing all of the relationship in the institution will be described in

the following issues.

2.1. The Relationship with the Staff of the Institution

In accordance to the field practice at PT Bank Lampung during two months.

Writer was placed in Customer Service Division. Based on the observation that

had been done by writer as in the Customer Service Division, relationship with the

staff was good because the writer always made a good coopertaion and

communication with the staff. Mr. Hi. Asiadi as the Head of Costumer Service

and Mrs. Rosna Dewi as the Supervisor of Customer Service always guided the

writer to do the task which was given to her. They always gave useful knowledge

about Costumer Service. The writer also was guided by Mrs. Rahma Hapsyari,

Mrs. Verawati and Mr. Junaidi, Mr. Kreshna, Mr. Yuliana to have a good

performance and behave as a good field practice student. The writer felt the

comfortable atmosphere here because the staffs treated her well. So, the writer

also could do the job well. In general, they were discipline and responsible in their

job. The writer followed and obeyed the rules and the schedule in this situation.
 20

2.2. The Relationship with the Facilities in The Costumer Service

Generally, a bank is a company which collects funds from the society and

distributes them back to the society, in order to support the national development

and economic growth. Basically, the writer realized that the proponent factors to

increase the quality of company, it can be seen from the facilities. In this case, the

relationship with the facilities in Customer Service Division was good because at

the biginning of her field practice, the writer was taught and guided by the

employees such as Mrs. Rosna Dewi, Mr. Asiadi about how to use facilities such

as photo copy machine, computer tools as well as, the attitude to answer telephone

and use fax machine. So the writer was able to operate the tools. These are the

facilities which were provided in Customer Service Division.

1. Telephone and fax machine

In accordance to its function as a communication and one of tecnology, the

telephone and fax mechine are the important parts to do activities in this division.

2. Photo copy machine

In public division, photo copy mechine was provided and this equipment can be

used by all members at PT Bank Lampung.

3. Computer tools

This facility is very important for all the staff, especially in the Public Division

because all of staffs using computer to input data of all costumer.

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2.3. The Relationship with Clients in Customer Service Division

In accordance with the observation that had been done by the writer during field

practice, it can be said that Public Division has good relation with clients and

employees of PT. Bank Lampung. The bank will give the reward for the employee

who reach the achievment of their carrier. The other main target is to create

Customer Service Division to advance in their carrier.

2.4. The Norms of the Institution

In general, every institution has always some norms that must be obeyed by all

members, at PT. Bank Lampung also has norms and pillars too. They will be

mentioned as the followings.

a. The Pillars of PT Bank Lampung

In accordance with its function as Lampung Regional Development Bank, the

pillars of PT Bank Lampung include:

1. Having integrity line of vision for all of staffs.

2. Creating a healthy Bank and able to compete with other developing local

bank

3. Giving services for all the cuctomers.

b. The Norms of PT Bank Lampung

In general, the norms of PT Bank Lampung are:

1. Work as the embodiment of piety to God

2. Giving priority to performance, quality of products, highly work system

3. Creating quality of relationship and cooperate between staff

4. Providing satisfaction to customer as the main focus and reference in working

5. Giving priority to the progress of Bank, by increasing professionalism

 22

6. Increasing entrepreneurship and thingking, behaving amd working as

entrepreneur

7. Keeping and increase the imange of Bank

8. Striving to care and perceptive to the problems

9. Giving priority to work hard, discipline and honesty

In reference with the explanation about the norms and pillars of PT Bank

Lampung, in the field practice opportunity the writer tried to obey and adapt the

norms with discipline, for example : coming on time, and responsible with the job

given during field practice. As a result, the Customer Service Division will

produce high quality service will produce high quality services and can also create

good relationship with other employees as well.

2.5. The Difficulties Encountered

In the beginning of 2nd to 3rd on May, the writer had many difficulties in her field

practice, such as in personal communication both with the staffs or the customers

and in using the available facilities. There were no many questions, which are

asked to the staffs who were working busily. But the situation would be different

in the spare time or resting hours. The writer also did not do much conversation

with the customers because she was confused what she would ask.

2.6. Discuss about the Title of a Field Practice Report

The Role of Customer Service Division in the Service of Transaction Process
of Saving Product at PT Bank Lampung

Customer Service Division is very important role in enhancing efforts to

collecting the funds from saving product. Customer Service also plays an

important role in the process of pre-transaction, transaction process and post

 23

transaction. Therefore, the customer service should have good comunication skills

are suported by available facilities, speed, precision, and accuracy of the best

services to give satisfaction for customer.

Based on the description about the problem, the writer had the research title as

”The Role of Customer Service Divison in The Service Transaction Process

of Saving Product at PT Bank Lampung.”

2.6.1. Definition of Regional Development Bank

Regional Development Bank is the bank which is operated in one region of a

country taking deposits and offering loans, and to increase the active participation

of society in order to stay ahead in business. Loans to communities to encourage

regional economic growth, and constantly improve the ability of local financial

management. Then, the main activity of the company is a collector of funds and

distribute to the public in the form of loans and other banking service.

2.6.2. Definition of Customer Service

Customer Service (pelayanan nasabah) is the quality of treatment received by the

customer during the course of a business contract with the company. Therefore as

the demands of these customers, particularly through the activities of Customer

service in the service, the company provides information about bank products and

any facilities owned by the Bank Lampung and creates harmonious relationships

with customers. Functions and duties of customer service must be thoroughly

understood so that it can carry out their duties as prime

 24

2.6.3. Function of Customer Service of PT Bank Lampung

According to Kashmir (2004: 203) The functions Customer service is as follows:

1. As receptionist

This means as a receptionist for the people who came to Bank Lampung. Guests

as the customers who come to the bank. Function in terms of customer service

questions and provide the desired information as complete as possible.

2. As salesman

This means as people who sell banking products, offer bank products to every

prospective customer who comes into the bank.

3. As customer relation officer

That is as someone who can establish good relations with all customers, including

seduce or persuade customers not stay away from the bank concerned.

4. As communicators

This means that as the person who contacted the customer and provide

information about everything that has to do between banks and customers.

Improved service to customers is very important in the quest to improve customer

satisfaction, because customers are very large role in the contribution of income

directly or indirectly in support of corporate existence of Bank Lampung.

This part decsribes particular duties of customer service at PT Bank Lampung.

According to the book of procedures for customer service at PT Bank Lampung

The Duties of the customer service as front office is as follows:

Public Teller
 25

Public teller job is giving service for some product of Bank Lampung, like

Sigermas, Simpeda, and Tabungan ku. In this part there are some tellers to make

the work easier. Beside that, Bank Lampung always tries to give personal service

with enthusiastic professional attitude, goodwill, integrity and heartfelt. Therefore,

it can give best attention and satisfaction to every customer from each Bank

Lampung product.

Deposit Teller

A teller in thus part has special work she is only handling all of deposit customer,

because it a more complex work she has to be meticulous. To assure all clients

trust this deposit product,hediness and service of teller should be able to support

the clients trust.

Cashier or Teller

In general the role of cashier has big effect in a bank. These job also influence the

operation of bank. In PT Bank Lampung the teller only handling by four person

and one Cash Implementation Supervisor to collect funds such as in a clearing,

saving money, and deposit form from society and gives funds to society in

developing their business. Bank Lampung also give service to take the funds of

salary and pensioner.

Definition of Saving Product

Saving product is the transaction process activity that involves multiple parties

who has a business relationship or financial and banking in paticular where the
 26

most likely result ina mutual agreement binding between all parties involved in

the transaction.

2.6.4 The Role of Customer Service Division in The Transaction Process

1. Pre- Transaction Process

Pre-transaction process is performed before the activity transaction with he

intention of preparing everything that suports the creation of the smoothness and

comfort of the transaction process.

a. Getting Started Customer Service Namely :

1) The employees preparing his performance about 10 minutes before the opening

cash

2) Making sure the information about the ratio or the realization of the results

have been dispalyed (update)

3) Preparing forms, savings, application, ATM, and so on.

4) Turning on the computer already to use.

b. Advanced Preparation Customer Service Namely :

1) The table should be clean and neat to give satisfaction to customers

2) On the desk are not allowed to put personals items such as picture and

handphone.

3) Not allowed to use mobile phone during work in the table.

 27

2. Transaction Process

Transaction processing is the main activity in doing transaction of saving banking.

Where the employee must input data from customers who is doing transaction in

saving banking.

a. How To Serve Customer To Open Saving Product.

1. SIGERMAS

How to open this product :

a) Describing and explain the terms and advantages of sigermas.

b) The customer agreed, asked the customer to fill out an application account.

c) Checking the completeness of filling out the form and the verification

customer’s signature.

d) Asking for a customer to copy identification card (KTP) or driver’s license.

e) Input of customer data by data base number.

f) Taking the sigermas package which already a number account.

g) Asking customer to fill out the deposit slips and transfer to the teller. And the

first account about Rp. 100.000

h) Printing saving book in the teller.

i) Customers back to CS to give saving book the signature and stamp from

supervisor of customer services.

2. SIMPEDA

How to open this product :

a) Describing and explain the terms and advantages of simpeda

b) The customer agreed, asked the customer to fill out an application account.
 28

c) Checking the completeness of filling out the form and the verification

customer’s signature.

d) Asking for a copy of customer identification (KTP), driver’s license.

e)Input of customer data by data base number.

f) Taking the sigermas package which already a number account.

g) Asking customer to fill out the deposit slips and transfer to the teller. And the

firs account about Rp. 100.000

h) Printing saving book in the teller.

i) Customers back to CS to give saving book the signature and stamp from

supervisor of customer services.

3. TABUNGANKU

How to open this product :

a) Describe and explain the terms and advantages of sigermas.

b) The customer agreed, asked the customer to fill out an application account.

c) Checking the completeness of filling out the form and the verification

customer’s signature.

d) Asking for a customer to copy student card.

e) Input of customer data by data base number.

f) Taking the sigermas package which already a number account.

g) Asking customer to fill out the deposit slips and transfer to the teller. And the

firs account about Rp. 20.000

h) Printing saving book in the teller.

i) Customers back to CS to give saving book the signature and stamp from

supervisor of customer services.

 29

According to Suharto Abdul Majid (2009 : 27) The way of customer service to

received phone is as follow :

1) Asking for permission if there are cusromers who are served at his desk

2) Saying hello and metion the name of office as well as the name its self.

3) listening to the callers needs

4) Serve a caller with a friendly and patient

5) End the call with a greeting and thanks to the callers.

3. Post-Transaction Process

Post-transaction process is a follow up activity with the causality of the creation

process of the previous transaction with produced an agreement.

How to maintain customer data

1. Checking and complete the customer data form :

a) Name of customer

b) Name of mother

c) Address

d) Place and date of brith

e) Update the expiration date of ID

2. Checking and complete customer data in a data base system computer banks,

concerning

a) Basic information ( the identity of customer and mother’s name)

b) Address info

c) Electronic information (No. Phone)

d) Education info
 30

e) Provided customer data formulir to the supervisor for the check and

approved, and then save the document.

How To Handle Customer Complaints :

a) Asking the problems who is faced by customers.

b) Listening and understanding the customer problem.

c) Finding the point and solve as carefully.

How To Replace Saving Book Customer :

a) Asking to customer to take old saving book and customer’s identity card.

b) Copying old saving book and identity card.

c) Taking archive customer from data base and match it with identity card.

d) If any customer data is change the customer have to fill out re-form back

customer data

e) Examine and incorporate customer data change in data base syatem.

f) Printing a new saving book and ask to customer to give signature.

g) Using stamp MOVED TO in old saving book, and give stamp from PT.

Bank lampung and signature from supervisor.

h) Printing a new saving book in teller.

How To Close Customer Account :

a) Asking the reason to customer why do you want to close this account.

b) Taking a saving book.

c) Checking accounts and identity customers in data base system.

d) Customer agreed, the customer asked to fill out the form closure of

accounts.

e) The process of closing account by supervisor of customer service.

 31

f) And giving a remains of account in saving book.

2.7 The Skill that the Writer Need to Develop in the Futere

In line with the observation during the field practice at PT Bank Lampung, it can

be said that there are many skills that we needed to develop for the future

purposes, for banking sector those skill are computer skill, accounting, and public

relation knowledge, etc. The reason will be explained in the following below.

1. Computer Skill

Basically, computer is electronic tool which was connected by electric and its

function to do data processing, in order to aim accurate and speed data collection.

Obviously, computer skill is very urgent to increase the work quality.

2. Public relation knowledge

In this case, public relation skill is a important aspect to increase the

communication with customers and intern staff of PT Bank Lampung. In addition,

this skill can help us in improve our performance optimally.

2.8 Activities of Field Practice in relation with the Curriculum of D3 English

Profession Program University of Lampung

D3 English Profession program is one of major Language and Art Department of

Teacher Training and Education Faculty. The student of D3 English Profession

need knowledge which has been acquirents from faculty to meet world job

competition in job world. Based on the writer’s experience, it can be concluded

that in many job need skill in communication and technology support the

activities in the company or institute. Students of D3 English Profession are not

only having skill in communication but also needs knowledge in other section

such as office management, computer office, public relation knowledge, work

 32

ethic and hospitality. For example, office computer can help to type the invitation,

official letter and the employee’s salary recapitulation. Office management

knowledge helps the writer to arrange the employees mutation file but during her

field practice she was guided by the staff in there. All of subjects certainly are

very important and give the benefits to the writer both during field practice and

her future.
 33

CHAPTER III
CONCLUSION AND SUGGESTION

Conclusion

In the line with the previous discussions and descriptions the writer can conclude

the followings:

1. Field practice is a program which has been organized by English Profession

programs, starting from May until June has been finished by the writer. It is hoped

that the writer is not only having English knowledge, but also having skills for

practical ability in real work.

2. The employees of PT Bank Lampung especially in customer service

division, have less in manage their time and information about the bank. The

writer had difficulties to get information in order to fulfill this report.

3. To implement, The customer service division needs facilities to support all

of activities. One of the responsiblity of customer service division is giving the

best service for the customers. But in realization, the services which as given

should be improved in the future.

4. Customer service division is one of organization parts which has an

important role in development of banking sector to sell their product like saving
 34

product in customers. So, this division must be on time in managing her time

when coming to the bank and time to rest.

Suggestion

Based on practiced activities which were done by writer, suggestions to the

related sides are:

1. The Head of PT Bank Lampung should establish close

communication, in order to increase the productivity and enthusiasm for all

employees. This can be monitored by the intern employees of PT Bank Lampung.

2. All of employees PT Bank Lampung should increase their

knowledge about PT Bank Lampung. They should follow seminar of self

developing motivation in order to improve the quality of the work.

3. Increasing professional service to way such growing courtesy

qualities because it as main point to start on giving satisfactory for customers.

Then showing appearance of service such as talk time, behavior, attitude, problem

solving and etc.

 35

REFERENCES

Anonymous.2005. Analisa Pengaruh customer service pada PT. Bank Mandiri

Medan. Universitas Sumatera Utara. Medan. http://repository.usu.
ac.id/bitstrpam/123456789/19770/5/chapter%201.pdf.Diakses tanggal 13
july 2011.

Bank Lampung. 2011. Website PT. Bank Lampung www.banklampung.co.id

Diakses tanggal 10 july 2011.

Suharto Abdul Majid. 2009. Customer service dalam bisnis jasa. Edisi 1. Jakarta :
PT RajaGrafindo Persada.

Rahmatika Indira. 2009. Panduan Tugas akhir. Universitas Lampung.

www.google.com
 36

APPENDICES
 37

THE BUILDING OF PT BANK LAMPUNG

Jl. Wolter Monginsidi No. 182 Teluk Betung

Bandar Lampung
 38

THE MONITORING AND PICKING UP

OF FIELD PRACTICE IN PT BANK LAMPUNG
 39

THE OFFICE NETWORK OF PT BANK LAMPUNG

NETWORK OFFICE ADDRESS TELEPHONE FACSIMILE

Central Office
0721 – 487175, 0721 – 485530,
Jl. Wolter Monginsidi
489127, 486836, 481743, 482703,
No. 182
486123 489205
Bandar Lampung

Main Branch Office

0721 – 487175, 0721 – 485530,
Jl. Wolter Monginsidi
489127, 486836, 481743, 482703,
No. 182
486123 489205
Bandar Lampung

Branch Offices

Jakarta Gedung Wisma 021 - 3441305 - 06 021 - 3458712

 40

Sarinah Lt.1

Jl. Majapahit No.8

Jakarta Pusat

Jl. Proklamator
No.134
0725 – 529546,
Bandar Jaya Bandar Jaya Kec. 25144, 25133, 0725 - 25133
Gunung Sugih 528417

Lampung Tengah

0725 -41114,
Jendral Ahmad Yani
Metro 42534, 41296, 0725 - 41045
No.5 Kota Metro
45633

Jl. Jendral Sudirman

0724 -21378,
Kotabumi No.134 Kotabumi 0724 – 21377
22327, 22298
Lampung Utara

Jl. Veteran No.16

Kalianda 0727 – 322182,
Kalianda 0727 - 322183
322184, 321350
Lampung Selatan

Jl. Jenderal Ahmad 0729 – 21373,

Pringsewu 0729 - 21373
Yani No.12 Pringsewu 21372, 23222

Jl. Pangeran Antasari

No.35 A 0721 – 789010,
Antasari 0721 - 789192
787288
Bandar Lampung

Jl. Sumberjaya No.2

Bukit Kemuning Bukit Kemuning 0724 - 91184 0724 - 91411
Lampung Utara

Jl. R.A. Kartini Blok EF

0721 – 2642825,
Kartini No.99 Bandar 0721 - 266861
2644826
Lampung

Jl. R.A. Kartini Pasar 0728 – 21363,

Liwa 0728 - 21343
Liwa, Lampung Barat 21343

Jl. Raya Gunung Sakti 0726 – 21401,

Menggala 0726 - 21401
No.29 Menggala 21165
 41

Tulang Bawang

Jl. Raya Lintas Timur

Unit II Tulang 0726 – 750211,
Pasar Unit II, Banjar 0726 - 750210
Bawang 750338
Agung Tulang Bawang

Jl. Juanda No.58 Kota

Kota Agung 0722 - 21443 0722 - 21509
Agung, Tanggamus

Jl. Negara Baradatu

Baradatu No.180 A, Baradatu 0723 - 475505 0723 - 475504
Way Kanan

Jl. Raya Natar

Natar 0721 - 92051 0721 - 92006
Lampung Selatan

Jl. Kolonel Arifin

Sukadana Sukadana 0725 - 625367 0725 - 625367
Lampung Timur

Money Supply Offices

Jl. Raya Day Murni,

Daya Murni Tumijajar 0724 - 351292 072 - 351291
Tulang Bawang

RSUD Abdul Jl. Dr. Rivai No.6

0721 - 786313
Moeloek Badar Lampung

Pasar Gading Rejo

Gading Rejo 0721 - 95109 0721 - 94919
Tanggamus

Jl. Yos Sudarso

Pelindo II Panjang No.377, Panjang 0721 - 7478219
Bandar Lampung

Jl. Raya Sidomulyo,

Sidomulyo Pasar Sido Mulyo 0727 - 493140
Lampung Selatan

Pemda Komplek Sekretariat 0725 - 527774

 42

Lampung Tengah Kabupaten,

Gunung Sugih

Lampung Tengah

Jl. Wolter Monginsidi

Pemda
No.69 0721 - 485753
Provinsi Lampung
Bandar Lampung

Jl. Komplek
Perkantoran Pemda,
Pemda
Kilometer 2
Way Kanan
Blambangan Umpu,
Way Kanan

Payment Poin Offices

Jl. Cokroaminoto
SMKN4
No.82 0721 - 240798
Bandar Lampung
Bandar Lampung

Gedung Utama
SMKN1
SMKN1
Jl. Bougenvile No.48
Kotabumi Kelapa 7 Kotabumi,

Lampung Utara

Jl. Merdeka No.703

Krui Pasar Mulya 0728 - 51056
Lampung Barat

Ktr.PP.Pratama Jl. Dr. Soesilo No.19

Tj.Karang Bandar Lampung

Jl. Tangsi Raya No.01

Talang Padang Pasar Baru 0729 - 42296

Talang Padang
 43

Jl. Dr. Soesilo No.41

Ktr.PP. Kedaton
Badar Lampung

Jl. Laksamana
Ktr.PP. Malahayati
Telukbetung Telukbetung

Bandar Lampung

Jl. Urip Sumoharjo

RS. Urip No.200,
Sumoharjo
Bandar lampung

Jl. Soekarno-Hatta
SMKN1 Kalianda Komp. Ragom
Mufakat Kalianda

Source Annual Report PT Bank Lampung 2010