Customer Management

A Customer Information File (CIF) stores the information used to identify and maintain a customer. Personal and corporate customers have separate forms, draft lists, and authorization queues. A customer can then be linked to deposit or loan accounts.

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Before You Begin#

Confirm your office context and permission to maintain the relevant CIF type. Prepare the customer's identity, address, contact, financial, legal, and supporting-document information required by the bank. Use the bank's approved verification and compliance process alongside the form.

Search for the customer before creating another CIF. The personal list can search by No. CIF, Nama CIF, or Kode Anggota; select the appropriate field, enter the value, and use additional filters as needed. Corporate and draft lists offer their own search options.

Create a Personal CIF#

1. Open Customer Service → CIF Personal.
2. Select Tambah CIF Personal.
3. In Inisialisasi CIF Personal, check Kantor and Kantor Kas. These are taken from your active context. No. CIF is system-generated.
4. Enter the customer's name, Nama SID, identity type, identity number, and identity-validity information. Use Berlaku seumur hidup only where applicable. Complete No. Keanggotaan if used by the bank.
5. Select Simpan, review Inisialisasi CIF, and confirm Simpan to create the initial draft.
6. Continue completing the customer information through the form sections. To return later, open Draft CIF Personal and use Lengkapi Data.
7. Review the Legal section and select Simpan. Confirm Finalisasi CIF Personal when the record is ready for review; this saves the legal information and submits the completed draft for authorization.
8. Check the corresponding authorization queue. Finalization and authorization are separate from initially saving the draft.

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The initial form creates the starting record. The step rail shows the information still to complete.

The personal-CIF form has these sections:

Complete conditional fields when they become applicable and use the validation messages to identify missing data. A checked document item records the checklist state; it is not, by itself, evidence that an attachment has been uploaded or verified.

Create a Corporate CIF#

1. Open Customer Service → CIF Korporasi and select Tambah CIF Korporasi.
2. In Inisialisasi CIF Korporasi, confirm Kantor and Kantor Kas, then enter Nama, Nama SID, NPWP, and Officer. Complete No. Keanggotaan if applicable. No. CIF is generated by CBS. Select Simpan and confirm to create the draft.
3. Complete Korporasi, Alamat, Pengurus, PIC, Keuangan, Tujuan, Bank Lain, and Legal. Save each editable section using its displayed Simpan or Submit action before moving on.
4. Review the corporate identity, management and contact-person information, and applicable legal checklist.
5. In Legal, select Simpan and confirm Finalisasi CIF Korporasi when the draft is ready.
6. Have the authorized reviewer process it under Otorisasi CIF Korporasi.

Use Draft CIF Korporasi to resume incomplete records. Corporate forms have their own required information; do not enter a corporate customer through the personal-CIF flow merely to avoid those fields.

In Korporasi, prepare the incorporation and amendment deed details, notary, business permits, business type, ownership type, paid-up capital, employee count, and contact information. Use Tambah Data in Pengurus and PIC to enter the people associated with the organization. Review those people and their supporting records before finalization.

Authorize a CIF#

1. Open Otorisasi CIF Personal or Otorisasi CIF Korporasi under Customer Service.
2. Open the pending request and review the customer information and proposed changes across the available sections.
3. Select Terima if the information and supporting evidence are correct. Complete the DTTOT screening review described below if a candidate alert appears, then confirm authorization. To reject the request, select Tolak, complete Alasan Penolakan, and confirm the decision.
4. Return to the appropriate CIF list and verify the resulting record.

An authorization request is distinct from a customer account. After customer approval, use Deposit Accounts or Loan Products and Origination for the next operational step.

If a request is rejected, read the recorded reason and correct the record through the available draft or maintenance action. Do not create a duplicate CIF simply because a submission was rejected.

Maintain a Customer and Review Linked Accounts#

1. Locate the customer in the appropriate CIF list.
2. Choose Lihat Detail to inspect the record or Edit to change permitted information.
3. Update the relevant section, review the confirmation, and save.
4. Complete any resulting CIF authorization and confirm the effective record.

For a personal CIF, Lihat Rekening Terhubung opens Rekening Terhubung, grouping savings, term-deposit, term-savings, and loan accounts. Use the account link to continue to the relevant account enquiry or servicing workflow.

Customer details and account status are separate. Updating the CIF does not automatically execute withdrawals, settlements, or closure of the linked accounts.

Record a Deceased Customer#

Record deceased status on the customer's existing personal CIF; the option is unavailable during initial creation.

1. Find the existing personal CIF and open Edit.
2. Open Inisialisasi and change Nasabah Meninggal to Ya after completing the bank's supporting-document review.
3. Save the change and complete the CIF authorization process.
4. Use Tampilkan CIF meninggal when needed to include deceased customers in the list.
5. Review Lihat Rekening Terhubung and follow the bank's estate-handling process for each account.

Recording death does not close the customer's accounts automatically. Handle any settlement and account closure separately under the bank's estate-handling and authorization procedures.

Open Personal CIFs and Savings Accounts in Bulk#

Use Customer Service → Pembukaan CIF dan Rekening Massal to create personal CIFs and savings accounts in a batch. Use the separate corporate-CIF procedure for organizations.

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Prepare the CSV using Download Template, then follow the batch in Proses Upload.

Prepare and Upload a File#

1. Open the bulk-onboarding page and select Download Template.
2. Prepare a CSV using the supplied columns. Preserve identifiers and codes as text where leading zeroes matter, and check the actual saved CSV before upload.
3. Include no more than 100 data records. The upload accepts .csv files up to 5 MB.
4. Validate the intended customers, office and product references, and account data before processing.
5. In Upload File CIF & Rekening, use Pilih file or drag the file into the upload area. Selecting the file starts upload and validation.
6. Review the batch record and its row-level results.

The downloadable template is an application-provided starting point. Replace example values with approved onboarding data; do not assume sample customer or product codes match your bank's configuration.

Correct and Process a Batch#

Use the batch's correction and retry controls instead of re-uploading the whole file without checking what was already created. Partial failure does not mean every row failed.

To correct a batch marked Need Fixing:

1. Select Perbaiki to open Perbaiki Data.
2. Review the errors for each row. Red cells require correction; valid grey cells are read-only.
3. Correct every flagged value and check the remaining-error count.
4. When no errors remain and the corrections are ready, select Simpan Perbaikan.
5. Review the batch's new status, then select Proses when it becomes available.

Proses starts creation directly; this batch does not pass through the individual CIF and savings-account authorization queues. Review the batch and confirm that you are authorized to create its records before selecting it. Wait for Success or inspect Partial Error before deciding whether another action is needed.

Maintain Supporting References#

Data Instansi and Data Industri provide supporting organization and industry references. Search for an existing entry before adding another.

To maintain an organization reference:

1. Open Customer Service → Data Instansi. Its list and form use the term Agen.
2. Select Tambah Agen to open Tambah Data Agen.
3. Enter Kode Agen, Nama Agen, Nama Pemilik, and the requested owner and treasurer details, then complete the address information.
4. Select Tambah, review the confirmation, and select Lanjut. Use Edit on an existing record for later corrections.

To maintain an industry reference:

1. Open Customer Service → Data Industri and select Tambah Data Industri.
2. Enter Jenis Industri and Nama Industri. Select Kategori Industri when the entry belongs under an existing category.
3. Select Tambah, review the confirmation, and select Lanjut. Use Edit to change an existing entry.
4. Verify the saved result before selecting the reference in customer records.

These reference lists do not replace the customer's own occupation, business, or financial information. A reference correction should be assessed for its effect on existing records and reporting.

Import and Review DTTOT Information#

DTTOT (Daftar Teroris) supports watchlist import and screening information. A possible match requires review through the bank's compliance process; matching text alone does not establish that two people are the same person.

Import a List#

1. Open Customer Service → DTTOT (Daftar Teroris).
2. Select Upload File DTTOT.
3. In Upload File DTTOT Baru, enter Nama and choose the File Excel DTTOT in .xlsx format.
4. Select Submit only after checking that the file is the intended approved list.
5. Review Total Data, Data Terimport, and Data Bermasalah, then select Selesai to close the result.
6. Verify STATUS in the import list: AKTIF, GAGAL, or TIDAK AKTIF. Use this list to confirm which version is active.
7. If the import failed, inspect the errors, correct the source file, and re-upload through the approved process. There is no inline row-correction workflow in this screen.

The title has a maximum length of 100 characters. File acceptance is not equivalent to activation. A rejected import preserves the prior active list; a successfully activated import replaces it. Check the list's actual status before relying on the new version.

Review a Screening Alert#

1. In CIF authorization, choose Terima. CBS runs screening before the authorization confirmation.
2. If a candidate match is found, inspect Peringatan Screening DTTOT. Compare the NASABAH (CIF) and DTTOT values for each reason shown, such as identity or tax number, name or alias, date of birth, mother's name, phone, or email.
3. Follow the bank's compliance review. Tetap Lanjutkan Otorisasi opens the final authorization confirmation; it is a decision to continue despite the candidate alert.
4. Batalkan Otorisasi opens the rejection-reason flow. It is not simply a close button. Closing the screening dialog instead dismisses it without completing the authorization.
5. Complete the appropriate decision and verify the customer/request status.

A clear screening result proceeds to the authorization confirmation. Record any candidate-review decision through the bank's compliance process. A candidate alert requires assessment; it does not establish that the customer and the listed person are the same person.

Maintain Obligo Groups#

Obligo Nasabah groups related customer CIFs. A group may contain personal and corporate customers, but a CIF may belong to only one obligo group.

1. Open Customer Service → Obligo Nasabah and select Tambah Obligo.
2. Enter Kode Obligo and Nama Obligo and select Lanjutkan. This creates the group and opens the optional membership step.
3. Under Anggota CIF, choose Personal or Corporate, select the CIF, and select Tambah. Confirm the new member appears in the table before adding another.
4. Select Selesai to close the form and review the group in the list. The group and members already added are saved; closing the dialog does not undo them.
5. For later changes, use Edit Info Obligo to update Nama Obligo and select Simpan Perubahan. Use Kelola Member to add or remove members and select Selesai when finished.

The group code cannot be changed through edit. If adding a CIF fails because it already belongs to another group, inspect the existing membership and resolve the intended relationship before retrying.

Use the group to maintain customer relationships. Review and authorize lending facilities through the lending workflows separately.

Check the Result#

Confirm the customer appears in the appropriate effective list after authorization or batch completion. Check linked accounts separately. Use available customer reports under Reports and Operational History, applying the filters offered by the selected report.

If a record is missing, inspect drafts, pending authorizations, deceased-customer visibility, search criteria, and batch results before attempting another creation.