The Transformation of Banking Frontliner Competencies in the Digital Age: A Systematic Review

Raihan Habibi Ta'lab; Yuni Shara Shanti; Dina Mardiana Nur Hazanah; Achmarul Fajar

doi:10.59934/jaiea.v5i3.2403

Authors

Raihan Habibi Ta'lab Universitas Madura
Yuni Shara Shanti Universitas Madura
Dina Mardiana Nur Hazanah Universitas Madura
Achmarul Fajar Universitas Madura

DOI:

https://doi.org/10.59934/jaiea.v5i3.2403

Keywords:

Banking Digitalisation,, Frontline Competencies,, Human Resource Management,, Excellent Service,, Digital Financial Literacy., .Introduction

Abstract

The banking sector is currently at a crucial juncture in its digital transformation, demanding maximum operational efficiency through system automation. However, automation often creates a gap in the quality of emotional service that can only be filled by the human element. This study aims to construct a conceptual synthesis regarding strategies for adapting the competencies of banking frontline staff to maintain the relevance of their roles in the era of digitalisation. The method used is a Systematic Literature Review (SLR) of 18 reputable scientific articles published between 2021 and 2026. The thematic synthesis indicates that digitalisation does not automatically replace the human role, but rather demands a transformation of competencies from clerical transactional skills towards digital financial literacy, self-efficacy, and emotional intelligence in an advisory capacity. Critical findings reveal that a failure to upskill digital competencies contributes to high rates of human error due to cognitive fatigue. In conclusion, banking management must shift the training paradigm from mere technical tool mastery towards the development of human-centred adaptive capabilities. The managerial implications of this study emphasise the importance of institutionalising mentoring and personalised career development strategies to mitigate technological resistance.

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