Strategi Perlindungan Data Pribadi Nasabah Terhadap Ancaman Social Engineering Pada Layanan Mobile Banking

Abstract

The rapid adoption of mobile banking in Indonesia has been paralleled by an increase in digital financial crimes, particularly those leveraging social engineering tactics to compromise customer personal data. This study investigates the strategies employed by PT Bank Rakyat Indonesia (BRI) KCP Muncar to protect customer personal data from mobile banking fraud, specifically focusing on social engineering threats. A qualitative case study approach was utilized, with data collected through in-depth interviews with bank personnel (including the Branch Manager and Customer Service), direct observation during a one-month internship, and analysis of relevant documents and digital platforms. The findings reveal a landscape of evolving fraud modus operandi, including phishing, vishing, and impersonation scams. The bank's protective strategy is primarily preventive, focusing on continuous customer education through direct interaction, telemarketing, and in-app notifications, emphasizing the confidentiality of credentials like OTP and PIN. However, a critical gap exists in remedial action, as the bank cannot recover financial losses when customer negligence is involved. This research underscores the necessity of a shared responsibility model, combining institutional safeguards with enhanced customer digital literacy. The study contributes to the discourse on consumer protection in the digital banking era and highlights the need for more robust, responsive mechanisms to address the aftermath of successful social engineering attacks.