BTN Loan Factory Aimed at Boosting Consumer Business Growth

Head of Transformation and Partnership Management Division at PT Bank Tabungan Negara (Persero) Tbk (BTN), Erika, stated that the development of the BTN Loan Factory aims to boost the company’s consumer business growth. She said this target aligns with the company’s vision to become a trusted consumer bank that provides integrated financial services and the best customer experience for its clients. “The establishment of the Loan Factory also demonstrates BTN’s readiness to support the ambition of growing its consumer credit business in the future,” Erika said during the launch event of the BTN Loan Factory at the BTN Bekasi Branch Office Complex in West Java on Monday. She explained that with the operation of this facility, the company’s consumer credit processing operating model has changed from a previous regional-based model to a process-based model. “The BTN Loan Factory is a centre for processing consumer credit at BTN based on operational excellence to provide better and more consistent service to our customers, better process quality, and at the same time increase team productivity and process efficiency,” said Erika. Through this facility, the execution and supervision of the financing application process are designed to ensure consistency in the time required to approve each customer credit request. “Previously, it might have been more inward-looking, and this year we target to maintain it consistently at a maximum of five days, with expectations to continuously improve to a maximum of three days in the coming years,” she stated. The company then implemented a pilot project in August 2025 by combining two RLPCs overseeing operations in Jakarta 1, Jakarta 2, and West Java regions. “Finally, on 6 April 2026, which was a week ago, the national implementation of merging all RLPCs occupying the new BTN Loan Factory building was carried out,” Erika added.