Nuraini Ratnaningtyas Amarsa (2020) Model Kompetensi Jabatan Account Representative Khusus Di BPJS Ketenagakerjaan Surabaya Rungkut. Thesis thesis, Universitas Airlangga.

	Text (HALAMAN JUDUL) 1. HALAMAN JUDUL.pdf Download (522kB)
	Text (ABSTRAK) 2. ABSTRAK.pdf Download (197kB)
	Text (DAFTAR ISI) 3. DAFTAR ISI.pdf Download (179kB)
	Text (BAB 1) 4. BAB 1 PENDAHULUAN.pdf Download (305kB)
	Text (BAB 2) 5. BAB 2 TINJAUAN PUSTAKA.pdf Restricted to Registered users only until 10 February 2024. Download (361kB) | Request a copy
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Abstract

Special Account Representative is a new position at BPJS Ketenagakerjaan who handles an important role in achieving the membership target. In order to achieve such task, a competent Account Representative Khusus is required. Competence is a set of knowledge in individual Skills, abilities or characteristics that directly affect job performance. The purpose of this study is to see an overview of the current and future Special Account Representative competency model in BPJS Ketenagakerjaan, as well as to find out what Competencies support the success of the Special Account Representative in carrying out his duties. This study is descriptive qualitative research with nine respondents as informant in Surabaya branch of Rungkut. From this study, we found that there were three competency groups which were owned by Special Account Representative namely Core Competencies, including Achievement Orientation, Continuous Learning and Improvement, Customer Service Excellence, Professionalism, and Synergy Building, Leadership Competencies including Planning and Organizing, Problem Solving and Decision Making, and Strategic Leadership and Generic Technical Competencies. Product Knowledge, Technology Literacy, Data Administration, Presentation Skill, Membership Compliance Violation Handling Skills, Marketing Skills, Relationship Building & Networking, Complaint Handling & Management, and Negotiation Skill. Compared with Spencer's theory, it is found that the Special Account Representative competency model is Analytical Thinking (AT), Conceptual Thinking (CT), dan Technical Expertise (EXP), Impact and Influence (IMP), Initiative (INT), Concern for order (CO), Information seeking (INFO), Interpersonal Understanding (IU), Customer service orientation (CSO), Teamwork and cooperation (TW), Directiveness (DIR), Self confidence (SCF), Flexibility (FLX), Achievement Orientation (ACH), Organizational awareness (OA), dan Relationship Building (RB). On the other hand, Competencies that are not yet possessed and are expected to have in the future are Listening Skills and Scoping Skills as well as Digital Marketing.

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