Winner in the European Retail Banking Awards 2019, Forbes Magazine
04 January 2020
Chief Executive Officer and Chairperson of the Management Board of Postbank, member of the Management Board of the Association of Banks in Bulgaria
“Postbank has developed and is implementing a digitalization strategy related to the integration of innovations in everyday banking that benefit customers. An example of one such extremely successful project is the introduction of a more modern and secure way to confirm payment documents using digital signature. It was recently awarded in one of the most prestigious European competitions in the banking sector – The Retail Banking: Europe 2019 Awards, in the category Excellence in Customer Centricity or Customer experience.
We won the gold prize in competition with some of the largest banks in Europe, including Santander, Dankse Bank, Nordea, BBVA, Raiffeisen Bank, OTP and others, which is a source of pride not only for us but for the entire banking sector in the country. For the last two years, our innovations aimed at improving customer care have also received the Best Bank in Retail Banking in Bulgaria award from the London-based World Finance Review. We will continue to focus on our top priority in 2020: to offer our customers the best customer journey, based on their individual needs, as well as innovative digital services. ”
Head of Retail Banking sector at Postbank:
“We are proud of the award, because with this project we prove once again that we are a modern bank with respect to environmental protection and care for our customers. We are among the first on the market in our country who gave the opportunity to sign documents with digital signature in Postbank’s entire branch network of over 200 offices. Our project reduced the costs for paper by 43%, for logistics – by 30%, and the time for customer service – by 12%. The digitalization of banking services is not an end in itself for us, but a way to meet the needs of our customers, so we are constantly developing and upgrading our digital banking channels. We also have a wide branch network throughout the country to be closer to our customers and provide them with maximum convenience. We have also launched a large-scale transformation in order to continue to provide the best possible user experience in contact with us. ”