EVALUASI SOP TELLER DALAM TRANSAKSI SETORAN DAN PENARIKAN TUNAI DI BANK ABC KCP X

Abstract

This study aims to evaluate the implementation of teller SOPs in cash deposit and withdrawal transactions at Bank ABC KCP X and to identify factors influencing their application in daily operations. This research employs a descriptive qualitative approach, with data collected through direct observation and interviews with an operational supervisor. The data were analyzed descriptively by comparing established SOPs with actual teller practices in the field. The findings indicate that key risk control procedures, including customer identity verification, passbook examination, and signature matching, are implemented consistently. Nevertheless, during high transaction periods, minor administrative lapses occur, including incomplete supporting documents and reduced service communication quality. Internal audit findings further suggest that operational pressure and long customer queues affect the consistency of comprehensive SOP implementation. The study concludes that although transaction security and validity are well maintained, strengthening SOP implementation remains necessary. This can be achieved through effective workload management, operational system optimization, continuous training, and enhanced supervision. The practical implications of this study support management decision making to improve teller SOP effectiveness, increase service efficiency, and sustain customer satisfaction and loyalty within the national banking industry over time sustainably.