Jundi’s Story

Jundi is a security guard at a bank branch in Malino, South Sulawesi. He began his career as a janitor at another branch and earned a promotion to security guard due to his strong work ethic.

With the bank rolling out digital onboarding services, he has taken on the role of assisting new customers in setting up their bank and mobile banking accounts. Despite lacking formal training, Jundi has adapted by informally learning through online resources like YouTube and seeking guidance from his colleagues in customer service.

He goes the extra mile to serve customers, offering assistance during night services and providing remote consultations via WhatsApp, even outside of his working hours. Although there are no specific acquisition targets tied to his job description, he is eager to contribute to the branch’s overall goals.

The security guard now serves as the first touchpoint for bank customers before they meet with "formal" roles like customer service or tellers. He can assist multiple customers simultaneously—up to five at a time—unlike customer service staff, who typically handle one customer at a time. All the while, he must also ensure the safety and security of the banking hall.

To manage customer peaks, he has developed his own strategies. For instance, he assesses which customers require more assistance—such as the elderly—versus those who may need less help, like younger ones. He always seeks ways to make the onboarding process seamless, such as lending his smartphone, which has better performance than the customers’ devices, or providing hands-on support by holding the phone throughout the onboarding journey.