BTN Aims to Become Full-Service Financial Bank, Expanding Services Beyond Mortgage Lending
Jakarta — PT Bank Tabungan Negara (Persero) Tbk is targeting transformation into a bank with comprehensive financial services by expanding its offerings beyond its core focus on mortgage lending.
The Director of Operations at BTN, I Nyoman Sugiri, stated that the bank is moving towards services beyond mortgages, offering more comprehensive banking services such as payroll processing, credit cards, investment products, Light Credit (KRING) for home renovations, multi-purpose loans, vehicle and motorcycle financing, and working capital loans.
“We will change the perception that BTN bank only provides limited services. We aim to offer full banking services, meaning that for family finances — whether financing, investment, transactions, or any other banking needs — we can provide it. Especially in this digital era,” Sugiri said in a statement released in Jakarta on Saturday.
During the “BTN Talk Show & Journalistic and Photography Awards 2026” event, Sugiri explained that this transformation is part of implementing BTN’s new vision for the 2025-2029 period.
The business transformation includes efficient expansion through updates to credit operations, modernisation of branch offices, and development of digital services.
To achieve this transformation, BTN is strengthening its sustainable funding mechanism, enhancing product offerings and cross-selling, and delivering comprehensive banking services.
Sugiri also explained the importance of strengthening the sustainable funding engine to ensure the business operates continuously. Funding is the primary fuel for banks to conduct financing activities.
“Therefore, strengthening funding is one of the main focuses we continue to improve. This effort is done to ensure stable and sustainable funding sources are available, so BTN can continue to perform its intermediation function and expand financing distribution,” he said.
Another BTN plan is to deliver comprehensive banking services by prioritising customer experience. One step taken is revamping the loan processing system to make it more efficient, faster, and standardised.
The credit operations update is implemented through a loan factory system. This system centralises consumer credit application and processing, including mortgage lending.
Previously, with BTN’s credit operations conducted through six regional divisions, there were obstacles with process standards not being uniform across regions, incomplete centralised control and monitoring, and uneven capacity and productivity across regions.
Through the loan factory system, credit processes are now centralised at headquarters.
Beyond credit operations updates, BTN is also modernising its branch office network from the traditionally rigid and bureaucratic concept to something more contemporary and customer-friendly. This effort is being done through a branch rejuvenation programme.
Throughout 2025, BTN opened 20 new branch offices, relocated 29 branches, and carried out redesign of 10 branch offices to make them more modern and comfortable.
“We want to change the old perception that bank branch offices are outdated and bureaucratic. Going forward, BTN branches will adapt to modern times with a more contemporary and dynamic concept,” he said.
Sugiri stated that the bank is also accelerating service digitalisation through development of BTN Digital Store, which is not only located in branch offices but is now also present in shopping centres and commercial areas.
“We are present in commercial areas, malls and busy centres. The concept is an outlet that can serve customers anytime through the digital store,” Sugiri explained.
BTN’s operational transformation also extends to credit document management. BTN is establishing a Records Centre for storage and management of credit documents to enhance security for its large mortgage portfolio.
“The BTN mortgage portfolio is very large, so the management of collateral documents must be done properly and safely. Therefore, we are building a records centre with a more modern system. The storage space is fireproof, termite-proof, and highly secured. Storage using dossier boxes, not envelopes,” he said.