Investing in innovation, technology and a green future in Bulgaria


Author: Petia Dimitrova, CEO & Chairman of the Board of Directors, Postbank

July 12, 2022

Over the past 30 years, Postbank has proven to be a stable, reliable and preferred partner. With the sum of this experience, we continue to overcome challenges of a different nature, especially 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 we offer to our customers have been developed in accordance with the contemporary needs of the market. Customer experience is an unchanging focus of the bank’s corporate policy. Moreover, our main goal is to be useful to our customers to the maximum extent by providing an exceptional experience and by providing modern solutions, spaces and concepts that best meet their needs at any place and time.

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

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, taking into account the specific attitudes of our customers at any time and contact us through any channel.

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

Alongside personalized products that live up to the trust placed in us, we banks must offer a range of products that are constantly improving in response to people’s changing needs.

Digital innovation
In addition to the outstanding functions of our m-Postbank mobile banking application and our modern branch network, we developed and launched a number of innovations for the benefit of our customers, among which is the ONE digital wallet; We also supported businesses with Postbank’s Smart POS mobile innovation, as well as expanded the functionality of our Express Digital Banking Zones, which resulted in a 160 percent increase in the number of transactions made through them.

Through the latter, the bank’s customers can carry out transactions in euros in EU and EEA countries, change the currency instantly between their accounts and, in addition, pay installments in euros, since modern devices already accept and euro bills.

Another functionality we added to these innovative devices is to issue a digital receipt when you perform a banking operation or transaction. In addition, our customers can make an appointment for a professional video consultation with just a few clicks for mortgage loans at a time convenient for them with our banking experts through the innovative online service Mortgage Loan Center. We are the first certified bank in Bulgaria to offer our customers a modern service for instant leveraged payments through the Blink Program of the national card and payment scheme, part of BORIKA, last year. Thanks to this, customers can transfer amounts 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 offer a new innovative chatbot of the next generation – 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 improve the customer experience and will no doubt help us achieve some positive results in our overall digital strategy.

Ready for the future
At Postbank we believe that our success as a financial institution is inextricably intertwined with the social aspects of our work, therefore we follow the best management practices to guarantee respect for our values. Postbank is a member of the UNEP Financial Initiative of 2013 and in 2020, we joined the Principles for Responsible Banking announced by this organization. This makes us the first and only bank in Bulgaria, at the moment, that becomes part of these international financial initiatives.

Becoming 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 the challenges with what environmental, social and governance factors present in modern business.

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