Author: Petia Dimitrova, CEO and Chairman of the Board, Postbank

July 12, 2022

Over the past 30 years, Postbank has proven to be a stable, reliable and preferred partner. Building on this experience, we continue to meet challenges of a varied nature, particularly in recent years. We invest in innovation, technology and a green future in line with our ESG strategy because they make a difference in our sector.

The products and services that we offer to our customers are developed according to current market needs. The consumer experience is an immutable axis of the bank’s corporate policy. Moreover, our primary goal is to be of maximum service to our customers by providing an exceptional experience and offering modern solutions, spaces and concepts that best meet their needs anytime, anywhere.

We are witnessing a trend in which more and more users prefer digital forms of banking. However, the availability of physical locations allows for in-person contact and this is what many of our customers insist on and appreciate, which is why we have embarked on a large-scale modernization of our entire network of agencies and strive to constantly introduce high value-added services for consumers.

The balance between digital and face-to-face services is important to us. We believe that a positive customer experience depends on our ability to develop our products and services and to adapt to market changes, new trends and emerging technologies, while taking into account the specific attitudes of our customers at all times. and through any channel in contact with us.

We always strive to be a trusted partner to our customers, managing their finances and offering banking products with a mission of exceptional convenience.

Beyond personalized products, to live up to the trust placed in us, we banks must offer an ever-improving range of products to meet people’s changing needs.

Digital innovation
In addition to the outstanding features of our m-Postbank mobile banking app and our modern branch network, we have developed and launched a number of innovations for the benefit of our customers, including the ONE digital wallet; we have also supported businesses with mobile innovation Smart POS by Postbank, as well as extended the functionality of our Express Banking digital zones, which has resulted in a 160% increase in the number of transactions carried out through them.

Thanks to the latter, the bank’s customers can carry out transactions in euros in the countries of the EU and the EEA, instantly change currencies between their own accounts and, in addition, pay installments in euros, since the modern devices already accept euro bills as well.

Another functionality that we have added to these innovative devices is the issuance of a digital slip during an operation or a banking transaction. In addition, our clients can book an appointment for a professional mortgage video consultation in just a few clicks at a time that suits them with our banking experts through the innovative Online Mortgage Center service. We are the first certified bank in Bulgaria to offer our customers a modern service of instant leva payments through the Blink program of the National Card and Payment System, part of BORIKA, last year. Thanks to this, customers can transfer sums of up to 30,000 leva ($16,200) to and from accounts within 10 seconds in our extensive branch network.

The introduction of this service has made payments faster, easier and more intuitive, saving the customer’s most valuable asset: their time. Very soon, we will be offering a new, innovative next-generation chatbot – EVA – a digital assistant for our customers, based on AI technology. The new service will be accessible through a wide range of communication channels and will enhance the customer experience and will undoubtedly help us achieve positive results in our overall digital strategy.

Ready for the future
At Postbank, we believe that our success as a financial institution is inseparable from the social aspects of our work, which is why we follow best management practices to ensure that our values ​​are respected. Postbank is a member of the UNEP Finance Initiative from 2013, and in 2020 we joined the Principles for Responsible Banking proclaimed by this organization. This makes us the first and only bank in Bulgaria, for the moment, to be part of these international financial initiatives.

Being part of UNEP FI gives us access to best practices and international expertise in the field of ESG and, in doing so, we improve our internal competence and generate innovative ideas and solutions in order to face challenges. environmental, social and governance. factors present in modern companies.