National Customer Day 2024, President Director of BCA: “A Moment of Reflection to Serve All Customer Segments”

Jakarta, September 4, 2024 - Celebrating National Customer Day 2024, PT Bank Central Asia Tbk (BCA) reaffirms its commitment to providing the best service for all loyal customers. Carrying the theme "Your Trust, Our Commitment" for this year's celebration, BCA strives to maintain customer trust through continuous innovation in its transaction banking platform.

BCA President Director Jahja Setiaatmadja said, "National Customer Day has always been a special day for BCA. It is not only a day to appreciate our beloved customers, but also a moment of reflection on how we serve all customer segments, through all BCA service channels. For BCA, customer trust and loyalty is a precious thing and is not earned instantly, but rather they resulted from consistent wholehearted service, continuous innovation, and willingness to learn from every customer input. We believe that all of BCA's achievements to date would not have been possible without the trust and support of our beloved customers."

BCA consistently develops various customer touchpoints to serve the needs of customers in various segments. BCA's extensive hybrid banking network allows customers to transact conveniently through the platform of their choice. Customers have the flexibility to use online channels, both from mobile banking and internet banking applications, as well as other traditional channels such as branch offices and ATMs / CRMs (Cash Recycling Machines). These various channels are supported by an integrated contact center called Halo BCA. Halo BCA's integrated services include the WhatsApp messaging application, social media platforms, and the HaloBCA application.

In the digital channel, the myBCA and BCA mobile applications are at the forefront of BCA's mobile banking solutions. The two services will run concurrently in the long term, to provide a comprehensive solution for banking services across various customer segments. While many customers are comfortable using BCA mobile, the company is preparing myBCA to become the integrated service application of the future. With myBCA, customers only need a single user ID (BCA ID) to access all their account information with BCA, from savings, deposits, investments, credit cards, consumer loans, to BCA Rewards.

Regarding innovation, the myBCA application has been equipped with biometric login features, QRIS transfer capabilities, bill payments such as vehicle and electricity taxes, ease of investing through the Welma feature, financial records and transaction notifications, QRIS fund source settings, QRIS Customer Presented Mode, and BCA Paylater. Most recently, myBCA has been equipped with the 'Poket Valas' feature, which allows users to hold funds in eight foreign currencies linked to a single account.

In addition to digital services, BCA considers the presence of branch offices and ATMs to still play an important role in providing services to customers. These two channels contributed around 37% of BCA's total transaction value as of the first semester of 2024. As of June 2024, BCA has 1,259 branch offices spread across various regions in Indonesia. Of these, more than 80% have implemented innovative digital support devices and applications. Meanwhile, BCA has also upgraded a number of PT BANK CENTRAL ASIA TBK

conventional ATM machines to CRM, allowing customers to deposit and withdraw cash as needed. As of the end of June 2024, BCA has 19,163 ATMs spread across Indonesia, and around 75% of the total ATMs are CRM.

The integration of services through digital and physical channels has increased the number of BCA customer accounts to more than 37 million by June 2024. Meanwhile, the total frequency of transactions processed by BCA reached 17 billion, which means BCA serves nearly 100 million customer transactions per day. BCA also continues to apply multiple security standards, risk management, and accountability to keep customer data and digital transactions safe. Layered security is carried out through the People, Process, and Technology approaches, and is continuously updated and evaluated, in accordance with BCA's risk appetite and the evolving cyber threat landscape.

In addition to providing quality banking services to customers, BCA is also committed to making a positive impact on society through the Bakti BCA program. Bakti BCA activities cover various areas, such as education (Bakti Pendidikan), health (Bakti Kesehatan), culture (Bakti Budaya), community empowerment (Desa Bakti BCA), and the environment (Bakti Lingkungan). In each area, BCA has specific programs to support efforts to improve quality of life and sustainable development.

"Through the Bakti BCA program, we consistently innovate to create effective and relevant solutions to address the challenges faced by society and the environment at large. We remain committed to providing added value to society and the environment, as well as supporting the achievement of the Sustainable Development Goals in Indonesia," Jahja Setiaatmadja explained.

The celebration of National Customer Day 2024 was made even more festive by the presence of BCA's Board of Directors who specifically welcomed and served customers directly at six BCA KCUs on Wednesday (4/9). BCA President Director Jahja Setiaatmadja was present at KCU BCA Rawamangun, BCA Vice President Director Hendra Lembong at KCU BCA Bintaro, BCA Director Subur Tan at KCU BCA SCBD, BCA Director Frengky Chandra Kusuma at KCU BCA Tanjung Priok, BCA Director John Kosasih at KCU BCA Pantai Indah Kapuk (PIK), and BCA Director Antonius Widodo Mulyono at KCU BCA Bumi Serpong Damai (BSD).

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Picture Information 1:

BCA Upheld Customer Trust Through Continuous Innovation - BCA President Director Jahja Setiaatmadja (center) greets a customer at KCU BCA Rawamangun on Wednesday (4/9) during National Customer Day 2024. PT Bank Central Asia Tbk (BCA) emphasizes its commitment to providing the best service for all loyal customers. Carrying the theme "Your Trust, Our Commitment" for this year's celebration, BCA strives to maintain customer trust through continuous innovation in its transaction banking platform.

Picture Information 2:

Celebrating National Customer Day, BCA Provides Special Services at Various Main Branch Offices (KCU) - BCA Vice President Director Hendra Lembong (right) talks with one of the customers at KCU BCA Bintaro on Wednesday (4/9). In celebration of National Customer Day 2024, six BCA KCUs provided special service to welcome customers with various interesting themes, such as Futuristic, Health, Back to 80s, Nusantara and

Mexican. BCA's Board of Directors were also present at the KCUs in several regions to show their appreciation to customers.

Picture Information 3:

BCA Director Subur Tan (right) greets one of the customers who came to KCU BCA SCBD on Wednesday (4/9) to celebrate National Customer Day 2024.

Picture Information 4:

Coinciding with National Customer Day 2024, BCA Director Frengky Chandra Kusuma (right) serves one of the customers who came to KCU BCA Tanjung Priok on Wednesday (4/9).

Picture Information 5:

Commemorating National Customer Day 2024, BCA Director John Kosasih (center) greets BCA's customers at

KCU BCA Pantai Indah Kapuk (PIK), North Jakarta on Wednesday (4/9).

Picture Information 6:

BCA Director Antonius Widodo Mulyono (right) meets customers to celebrate National Customer Day 2024 at BCA KCU Bumi Serpong Damai (BSD), South Tangerang, on Wednesday (4/9).

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