Personalised care
In view of the current economic situation, a plan has been implemented in the entire commercial network aimed at offering advice and personalised solutions for customers who are having trouble paying off their debts. The plan involves the following basic initiatives:
- Early management in branches of potential payment difficulties, which has been strengthened with new tools, procedures and products to boost the branch network’s ability to find a solution that allows the customer to adjust their loan instalments to their current payment capacity.
- One of the noteworthy measures in this regard is the development of an online simulator for the branch network that processes information on the customer’s present operations, employment situation and maximum instalment that can be paid at present in order to recommend an instalment-adjustment solution that combines extending the term of the loan, modifying the repayment method, revising interest rates, flexible payment terms in the first 24 months and the possibility of qualifying for ICO aid.
- Creation of six specialised support centres, specifically in Madrid, Barcelona, Valencia and Seville.
- Creation of guidelines and training manuals to give Groups professionals the support they need to design and deliver personalised solutions for customers.
Reflections Javier Ignacio Aquiso GutiérrezBranch 2274
In addition, Caja Madrid continues developing commercial portfolios to address customers’ potential expectations and attend to them individually with their own personal manager.
Specialised advising is made possible by the emphasis of ongoing training of our professionals and major outlays for technologies such as the Personal Advisor, a powerful tool that helps advisors design and offer the solution best suited to the individual profile and concrete financial
requirements of each customer.
In 2008 we added a new retirement planning service that allows clients to determine how much they must save in order to attain a certain level of income in their retirement, based on the customer's personal investment preferences.