Implementation of Mantap Pension Credit for Pension Customers at PT Bank Mandiri Taspen KCP Baturaja

Abstract

This study aims to analyze the implementation of the Mantap Pension Credit (KMP) for pension customers at PT Bank Mandiri Taspen KCP Baturaja and identify factors that support and hinder its implementation. The study used a qualitative approach with descriptive methods. Data were obtained through in-depth interviews, observation, and documentation, then analyzed using an interactive model that includes data condensation, data presentation, and drawing conclusions. The results of the study indicate that the implementation of the Mantap Pension Credit has been carried out in accordance with applicable operational procedures, starting from application, document verification, feasibility analysis, approval, and credit disbursement. Supporting factors for implementation include human resource competence, coordination between work units, utilization of information systems, and certainty of sources of pension benefit installment payments. Inhibiting factors include incomplete administrative documents, inconsistencies in identity data, financing history at other financial institutions, and low digital literacy among some pension customers. The implications of the study indicate that improving the quality of pension financing services requires strengthening data integration, developing employee competencies, simplifying administrative procedures, and optimizing digital services that still tak e into account the characteristics of elderly customers. The research findings are expected to provide input for developing a more effective, inclusive, and sustainable pension financing service strategy in the banking industry.