Dila's Firmness

"What kind of bank is this? How come you lose customer's money," scolded a creepy-faced man in front of Vio, customer service. The fat man's face was so creepy that it scared Vio. The wife who was accompanying the fat man only looked down. The money as much as 10 thousand dollars just disappeared in a savings account.

"We'll check it first, Sir. There are several reasons why your money could be reduced in the account." Vio was still trying to be calm and put on a smile for the scary customer in front of him.

"I don't care about that, my wife's money has to be returned. You are a thief bank, how come customers' money can be lost," the fat man shouted even more rudely.

His harsh words provoked a reaction from other customers who were waiting in line.

"Calm down sir, we can talk carefully. We will first investigate whether this is a human error or a system error. Everything is recorded in our system and we can trace it."

"Calm down your head. My wife's money is lost in her account. You tell us to calm down. Don't mess with us. I am a police officer. I can take this case to the police so that all of you will go to prison from eating my wife's money," said the man increasingly harshly.

Dila, who was seriously reading credit recommendations, stopped her job for a moment. The words of the customers at Vio's desk were too harsh and seriously tarnished the image of the bank. If the mouth of this customer was left just like that, the reputation of MBC Bank will be bad in front of other customers. The man's words pierced Dila's ears.

Dila came to Vio's desk to find out what had happened.

"What happened Vio?" asked Dila with dignity. For a moment the fat man who worked as a policeman was silent.

"There is something wrong, Ma'am, so that the money in Mrs. Maharani's account lost 30 million IDR." Vio explained the problem.

"Come to my room now, Vio. Bring Mrs. Maharani's savings book, ID card and ATM," said Dila to Vio.

"Yes, ma'am," said Vio stammered.

"Sorry Mrs. Maharani. I went in first to explain the problems that you experienced to my boss. Please wait a moment."

With a quick pace, Vio left Maharani, a customer who lost 10 thousand dollars in savings.

Vio opened the door to Dila's room. He immediately took a sitting position in front of Dila.

"If you are short of breath facing the annoying customer earlier. Inhale and release. You should drink first," said Dila to Vio.

"Ouch Dil, I can't help but see Maharani's husband. His mouth is so sharp that he is more sharp than a sword." Vio let go of his nerves.

Vio was no longer being formal with Dila. Vio and Dila were the same age, but because Dila was the superior Vio called her Madam. Vio will call Dila Madam when talking to a customer. If it's just the two of them they will just call each other's names.

Dila was the head of a cross branch at the MBC bank. She was only 30 years old but because of her skills she had become a leader. Dila was trusted by the management to manage the cross branch office.

Dila was not a snobby boss. Did not want to be called by her subordinates Madam. She was more comfortable being called Miss or Dila.

Most of her subordinates were older than Dila. The woman had respect for her older subordinates. They were also reluctant to Dila. Even though she was still young, Dila's work ability was very capable. Dila was always one step ahead of others.

Since she became the head of the cross branch of MBC bank, office assets and profits have increased significantly. Credit experienced growth and credit NPLs also fell.

NPL (Non Performing Loan) was a non-performing loan which is one of the keys to assessing the quality of bank performance. This meant that the NPL was an indication of a problem in the bank, which if it did not immediately get a solution, it will have a dangerous impact on the bank.

"Vio, now you explain to me what is going on outside? That mouth of that old man is so salty that I wanted to gag it. I'm upset that he is badmouthing our bank. His talk has made our bank's image bad in the eyes of other customers. We could lose customers' trust in our bank." Dila gossiped.

"Me too, Dil. I'm also lazy to see that man. If I don't remember the demands of management, smile, greetings and being friendlyI maybe I already kicked his shins. Gradually I got sick of being a frontliner. I had to be someone else. Yelled and scolded by customers, but I have to keep smile and friendly, "Vio grumbled, letting out his glee.

"That's the risk of working at bank, Vio. Whether it's hard or happy you have to smile. What happened?"

"Mrs. Maharani reported to me. The money in her account lost as much as 10 thousand dollars. I checked earlier, Dil. I think there was an error inputting the account number at another customer's ATM. So customer A's ATM enters the account number of customer B. So when A makes a transaction the one who debited the money was customer B. "

"Where are Mrs. Maharani's savings, atm and ID card? I want to check it myself." Dila asked for Maharani's data.

Vio gave Maharani's data. Dila deftly played her finger on the keyboard. Tracked Maharani savings transactions in the MBC bank's system. What Vio said was true. There was an input error by CS (Customer Service).

"I have seen the history. The user input Nadia's ATM. Nadia entered the wrong account number in Jovanka's name. So the ATM held by Jovanka is connected to Maharani's savings account so that every Jovanka's transaction at an ATM will debit Maharani's account balance. Jovanka realizes her balance is fatty. Maybe she thought she got a lottery from our bank. She transferred money from Maharani's account to another account."

"So what do we do now Dil?"

"Search for Jovanka until you get her. Ask her to return the money she took. Threaten her to be reported to the police if she doesn't return the money. Search Jovanka's customer base! Copy Jovanka's ID and personal data!"

"Then what about Maharani's husband? His mouth is really limp? I'm not strong enough to face him," Vio said pitifully. "Help me Dil."

"Let Maharani be my business. You can call Jovanka right now. Ask her to come here. Maharani will be my business. I'll stay ahead first." Dila went to CS's table.

"Sorry to make you wait, Mrs. Maharani. Introduce me Dila the leader here. Sorry for the inconvenience. I have heard your complaint earlier from my CS. Follow up on your complaint. We accept your complaint first and our internal team will investigate why your account balance can reduced. Don't worry, Mrs, the money isn't lost. Will return to your account. Please humbly give our bank time to investigate everything, Mrs."

"Don't talk bullshit. Whether you are the leader here or not. Give me back my wife's money! Just close this bank! It's not safe to keep money here. How come customer's money can be lost," said Maharani's husband.

Maharani's husband deliberately spoke loudly to attract the attention of other customers. Indirectly, the men have insulted the credibility of the MBC bank. Dila tried to hold back her anger. Dealing with people like Maharani's husband cannot be in an emotional state. She had to calm down.

"Sorry in advance, sir," said Dila politely while holding back emotions. Her jaw tightened in emotion. "With whom?"

"I am Randi, the husband of Maharani. I am a police officer," he said proudly.

Dila grimaced and sneered at Randi. Just became a police made him so arrogant.

"Sorry, Mr. Randi. You must be an educated person. As a LEARNED police officer, you must have understood the SOP in a company. My customer here is Mrs. Maharani, not Mr. Randi. So it is not your capacity to talk to me. I emphasize again that my customer here is Mrs. Maharani. So I hope you don't interfere, "said Dila softly but stabbed Randi

"I am her husband and I am a police officer. Don't mess with me," Randi snapped harshly.

"My client here is Mrs. Maharani. I only deal with your wife. If you are a police then I will be afraid of you? Remember, your capacity as a police officer is not needed at this time because this case has not yet reached the police. Your words about we are thieves, it is not safe to keep money here and other insults I categorize as defamation. You proudly say that you are a police officer but suddenly you are blind to the SOP. Can the police determine a suspect in a case without any prior investigation?" snorted Dila while staring hard at Randi. The man was silent because Dila's words were right.

"You are silent means you know if what I say is true. If the police conduct an investigation first to determine the suspect then we are also doing an investigation to find out how your wife's money could be lost. You talk rudely with my members. You should be ashamed to speak like that if you are a police officer. Our bank can report you for defamation. You are vilifying our bank in our own office. Your words have influenced our other customers to a degree. Never boast that you are a police officer here so that we are afraid. We never differentiate between services of customers. All customers are the same to us. I have finished talking to you. Please sit in the queue chair! I will only talk to Mrs. Maharani because my customer here is your wife not you! You have no right to hear our explanation regarding the loss of balance of Mrs. Maharani, even though you are her husband, your attitude reflects that you are not the the wise police. "

Randi gawked at Dila's words. The fat man did not move. He was like facing Valak. He didn't dare to take the risk. Randi gave in sitting on the queue chair.

Dila gently explained about the reduced balance in Maharani's account. Dila promised to investigate thoroughly and return Maharani's money within three days.

Banking Terms:

1. Debit means less.

2. Credit means increased. Another meaning of credit is loan. The meaning depends on the sentence used.

3. Customer Base is customer's personal data.