Perpustakaan Digital ITB

The bank has two important roles in country economic. The first role is the bank as agent of trust and as agent of economic development. As the agent of trust, the bank has liquidity absorbing function from the community through saving mechanism. Therefore, the people trust is the most important thing. In relation to the bank as agent of economic development, the bank role is to distribute liquidity to business activity. For the reason, the bank has central role to keep economic wheel running. This condition makes the bank becomes the riskiest financial institution. The trust has the most important role in those two bank roles. The good and bad bank’s brand image are determined by trust factor. The people trust in saving their money is mostly influenced from the bank front liners which are the teller and customer service because this is where the customers and the bank staffs are interacted directly.The research starts from risk identification, risk measurement based on its likelihood and impact, to risk mitigation. The research results show that the risks appear on the Bank X teller are consist of 6 categories which are internal teller risk, transaction risk, customer risk, procedure risk, system risk, and external event risks. This research also illustrates the risk mitigation. The last, the author also gives a recommendation to implement the advance operational risk management.