BOJONEGORO, JurnalPost.com – The evolution of digital banking services has made financial transactions increasingly convenient for the public. However, for some customers who are not accustomed to technology, understanding the features of banking applications remains a significant challenge.
This experience was shared by Umi, a customer of PT Bank Rakyat Indonesia (Persero) Tbk, or BRI, in Bojonegoro Regency, East Java. She admitted to feeling confused when she first used the BRImo application to conduct transactions on her mobile phone.
Umi noted that she was previously more accustomed to conducting transactions directly through tellers or customer service representatives at the bank office. Consequently, when she began transitioning to digital services, there were several features she did not yet understand.
"I was confused when I first used BRImo. There were several menus and features I didn't understand. I was afraid of pressing the wrong button or making a transaction error, so I was hesitant at first," Umi explained.
According to her, this concern arose because banking transactions are directly linked to the security of a customer's funds. She felt it was necessary to understand every step of using the application to avoid making mistakes during transactions.
BRI Bojonegoro Staff Assist Customer in Understanding BRImo
The confusion Umi experienced was gradually resolved after receiving assistance and explanations from staff at the BRI Bojonegoro Branch.
She expressed appreciation for the staff's service, noting their patience in providing guidance on how to use the BRImo application. These explanations helped her identify various menus and understand the steps for conducting digital transactions.
"The staff helped explain things patiently. So, if there was something I didn't understand, I could ask immediately. After the explanation, I began to understand how to use it," she said.
For Umi, direct guidance from bank staff is a crucial part of helping customers adapt to advancements in banking technology.
She believes that not all customers possess the same ability and experience in using digital applications. Therefore, communicative and easy-to-understand service remains necessary, especially for people who are just starting to utilize mobile bankingservices.
With direct explanations, customers can feel more confident in using the application while also understanding the available features.
BRImo Simplifies Daily Transaction Needs
After beginning to understand how to use BRImo, Umi admitted to feeling the benefits of the digital banking service.
Through the BRImo application, customers can access various services, such as checking balances, transferring funds, viewing transaction history, paying bills, and purchasing digital products.
This convenience provides the public with options to complete transaction needs without always having to visit a branch office.
According to Umi, digital services help save time and effort, especially when customers have other activities to attend to.
Nevertheless, she hopes that direct service at BRI offices will be maintained because many people still require assistance in understanding how to use banking technology.
"I hope this kind of service continues to be maintained. Customers who do not understand technology also need to be assisted so they do not feel discouraged from using digital services," she added.
Direct Service Remains Important in the Digital Era
Umi's experience shows that digital banking transformation is not only about providing applications and transaction features, but also about the customer's readiness to utilize that technology.
The presence of staff capable of providing clear and patient explanations is a key factor in helping the public adapt to digital banking services.
This guidance can also serve as an opportunity to improve customer understanding regarding transaction security, including the importance of maintaining the confidentiality of PINs, passwords, and OTP codes.
Umi hopes that BRI will continue to improve the quality of its service, both through the development of digital services and direct assistance to customers at branch offices.
For her, technological progress will provide more benefits if balanced with service that is friendly, responsive, and attentive to the needs of all segments of society.
The positive experience she had at the BRI Bojonegoro Branch illustrates the importance of the role of banking service in helping customers use financial technology more easily, comfortably, and confidently.
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