Account Verification
Yes, certain transactions or services require additional verification. For balé by BTN Unreg, Block, unblock and unsuspend services via inbound calls, additional (dynamic) verification is required in the form of the last 3 transactions. For video banking services via CS Online, additional verification is required to ensure customers request to open an account. For telesales services via outbound depending on the case found.
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For the Video Banking (CS Online) verification process, CS officers will directly interact with customers and ask for several things such as account opening reference numbers, employment data, confirmation address, photo of yourself and identity. Meanwhile, for inbound verification in certain cases, you must fulfill 4 verification requirements according to 7 verification questions including: name, place, date of birth, birth mother's maiden name, account number/debit card number, address, cellphone or house number, and other parameter data as needed. Bank. For Outbound, verification is carried out for data equality with telesales leads.
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Yes, customers need to come to the BTN Branch Office if data discrepancies are found with the system and update the data.
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To verify identity via inbound services it takes 2-3 minutes if the customer answers the agent's questions smoothly. For video banking services via CS Online, it takes a maximum of 10-15 minutes for the verification process.
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Currently, the Contact Center system cannot support requests for changes to customer data so that this process can be carried out at the Outlet BTN. Changes to customer data require filling out a certain form and the customer's presence is required to ensure compliance.
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Account Problems
You can select the "Forgot User ID and Password" menu on the login page.
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Password changes can be made on the login page or can be done in the "Settings" menu on the dashboard.
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Yes, as a form of security when customers log in for the first time on a different device. Customers will receive an SMS notification that they have made the latest login. When making a transaction, the customer will receive a notification sent to the customer's email and can monitor transactions on the account using the SMS notification feature.
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Customers can contact the Contact Center or go to the nearest BTN Branch Office to close their account.
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Customers can contact the Contact Center or go to the nearest BTN Branch Office to report and close their account.
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Account Management
The main account balance will be displayed on the dashboard page and other account details can be seen in the "Account" menu in bottom of the application.
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Settings can be accessed on the settings icon in the top right corner of the "Dashboard" menu.
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Fund transfers and transfers between accounts can be done on the "Transfer" menu, then select "Move Funds"
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Changing personal information can only be done through BTN Branch Offices.
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Transaction e-statements can be accessed via the "Account" menu, then select the account for which you want to view transactions .
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