The Impact of Competency and Work Motivation on the Performance (Case Study of Consumer Loan AO at Bank GALUH Branch Office in Bandung Region)

Consumer credit is one of the main sources of income for Bank GALUH and plays a strategic role in supporting the company's business growth. In this process, Consumer Credit Account Officers (AO) are at the forefront, directly responsible for customer acquisition, creditworthiness analysis, and loan disbursement. However, based on field data, there are disparities in performance among AOs in Bandung branch offices. Some AOs have exceeded their targets, while others have not yet achieved optimal results despite operating within the same system. This situation serves as the foundation for this study to further explore the factors influencing these performance differences. This research employs multiple linear regression analysis to test the influence of competence and work motivation on performance. The competencies referred to include the technical, analytical, and interpersonal skills required by AO to perform their duties effectively. Meanwhile, work motivation refers to internal and external drivers that influence an individual's enthusiasm in achieving targets and providing the best service. The results of the analysis show that both competencies and work motivation have a positive and significant influence on AO performance, both partially and simultaneously. These findings confirm that improving employee performance does not depend solely on a target system, but also on personal qualities and individual work motivation. Therefore, a comprehensive human resource development strategy is needed, which not only improves technical skills but also builds healthy and sustainable work motivation, especially for AOs who are at the forefront of consumer credit services at Bank GALUH.