What is the Virtual Prioritas (ViP) service?

Virtual Prioritas is a service available exclusively to Sinaya Priority individual customers or customers who have agreed to become SMBC Indonesia Priority Banking customers and have met the applicable requirements. Through this service, customers can interact virtually with a Virtual Prioritas Officer via phone or video call.

This service assists customers in:
1. Obtaining information related to products, promotions, and services
2. Submitting requests, which include but are not limited to: account and card maintenance, opening and renewal of deposits, registration for Priority Customer facilities, and
3. Handling customer complaints.

Who can use the Virtual Prioritas service via video?

Customers who can use the Virtual Prioritas service via video are Sinaya Priority customers who use the Jenius app.

What services are available through the Virtual Prioritas service?

The scope of the Virtual Prioritas (ViP) service includes but is not limited to the following:

I. Inquiry Services, including:

1) Account Information
2) Product Information
3) Promotion Program Information
4) Service Information

II. Requests

1) Account Maintenance, including:
a) Data Update
b) Account Blocking / Unblocking (Jenius)
c) Password, ATM PIN & Visa OTP Reset (Jenius)
d) Dormant Account Activation (Jenius)
e) Bank Reference Letter Request
f) Device Linking & Unlinking (Jenius & Touchbiz)
g) Account Balance & Transaction History Check
h) Sending Sinaya, Jenius, and e-tax e-statements

2) Card Maintenance (Debit / Credit), including:
a) ATM Card Replacement (Jenius)
b) Credit Card Limit Increase Request
c) Credit Card Fee, Penalty, or Interest Waiver

3) Opening and Renewal of Deposits

4) Registration for Priority Customer Facilities, such as Travel Privilege

5) Scheduling Appointments with Relationship Managers / Branches

III. Customer Complaints / Complaint Handling

How can I use the Virtual Prioritas service?

Customers can access the Virtual Prioritas service as follows:

1) The Virtual Prioritas (ViP) service can be accessed by phone through SMBCI Care at 1500365, ext. 3.
2) Customers can also access the Virtual Prioritas (ViP) service via video call through the Jenius app.

When can I use the Virtual Prioritas service?

Currently, the Virtual Prioritas service is available daily, from Monday to Sunday, between 07.00 and 19.00 WIB.

Outside of these operating hours, customers will still be assisted by contact center agents.

Where can I access the Virtual Prioritas service in the Jenius app?

1. On the Home page, from the Sinaya Priority or For Your Update (Terbaru untuk Kamu) banner
2. On the Profile page, from the Help Center menu.

Is there any fee for using the Virtual Prioritas service?

Customers are not charged any fees for using the Virtual Prioritas service.

If I am not a Sinaya Priority customer, can I still use the Virtual Prioritas service?

The Virtual Prioritas service can only be accessed by Sinaya Priority customers.

To become a Sinaya Priority customer, you must first agree to become an SMBC Indonesia customer and meet the applicable requirements.