Handling the Voice of Customers

Handling Customer Voice

OTP Bank in line with the legal framework of the Republic of Albania and OTP Group spirit, since several years now has in its focus the handling of voice of customer as part of its philosophy and centric strategy.

In this regard OTP Bank is engaged to treat the voice of customer through a dedicated procedure.

The purpose of this procedure is to define and describe the steps that all actors in the bank must follow when facing a complaint, need for information or assistance (all these compound the “Voice of Customer”).

The voice of customer is treated through different processes based on the receiving method and channel.

  • The handling process of the complaints received in written form
  • The handling process of the complaints received verbally (through voice call, video call, voice SMS or face to face)
  • The handling process of the requests for information received verbally or in Written form
  • The handling process of the letter sent to state authorities or all the other parties indirectly introducing the VoC to the Bank
  • The handling process of the complaints gathered through surveys

Related to complaints:

The expression of a dissatisfaction of a client that can derive from different reasons (a misunderstanding, a feeling of injustice or simply the results of a malfunction of one of the products) should be considered as a claim / complaint and it should be treated with equal priority.

The client can express the verbal complaint through the phone or face to face with a bank employee.

The handling process of the complaints received in written form:

The client can transmit his/her complaint in these written forms:

  • E-mail
  • Post Mail
  • Letter deposited in the CFB
  • Letter deposited at CE&SM Sector / Protocol
  • Social media
  • Online consultant
  • Online Banking Communication Centre

The handling process of the complaints received verbally:

When the employee of HO faces a verbal complaint, the employee should recommend to the client the following channels:

  • Suggests to write a formal complaint addressed to the bank by filling-in the designated form
  • Suggests phone number of QSC
  • Suggests formal e-mail addresses: otp.Ankesa@otpbank.al or otp.Info@otpbank.al
  • Despite the fact that the claim can be based on facts or the perception of the client, it should be answered and treated with the same attention
  • 10 working days should be the maximum timeframe to answer a standard claim.
  • If more time is needed, then the client must be notified of the additional time needed.
  • In that case claims should be treated within 20 working days from the arrival date, regardless of their complexity.
  • All type of claims should be treated with the same level of confidentiality as any other tasks related to the clients activity.

Related to request for information / assistance:

If a bank employee is facing a request for information / assistance from a client he/she should give immediate answer to him/her.

  • The requests whose answer can be provided immediately should be solely related to general information on banking products and services of all licensed bank activities, T&C, IR.
  • NO information should be given, which is related to the client and is considered confidential.

CLIENT FORM COMPLAINT

Date

Branch:

Dear Customer,

We would like to inform you that your Complaint will be forwarded for further analysis in the relevant Department.

1. Your complaint relates to:

Kredi

Loan

Llogari

Account

Shërbime(Mpay, Online Banking, SMS Banking, ATM, MoneyGram)

Services (Mpay, Online Banking, SMS Banking, ATM, MoneyGram)

Depozita

Deposit

Karta

Card

Shërbimi në Degë

Branch Service

Tjetër

Other

2.This situation happens:

For the first time

Për herë të parë

Repeated case

Rast i përsëritur

In order for the Bank to increase the quality of service to you, we encourage you to express any suggestions that lead to improvement:

4.Your Data:

Category

Individuals

Individ

Biznes

Bussines

Name, Surname:

Email:

Phone/Cellular

You will be contacted by OTP Bank within 10 business days.
You can be informed in the meantime by writing to the email address:

otp.Ankesa@otp.al

Note: The following information is for general guidance only and should not be interpreted as a legally binding document or should not be construed as a legal interpretation of your situation. Please contact your personal banker to discuss in detail your changing circumstances.

People may go through different situations throughout their lives, situations that may or may not have a positive impact on them. We would like to help you with some useful information on the actions to be taken in order to arrange the situation related to your bank relationship. Below is a general guide you can refer to, if you find it necessary.

1. Obligation to notify the Bank:

After marriage, the spouses the spouses may decide to change their surname by taking the surname of the respective spouse. This change is reflected in the Marriage Act and identification documents such as ID or passport.

Once the identification document has been renewed at the relevant institutions, individuals are required to submit it to the Bank.

Why is this important?

  • The difficulties are avoided during identification process at the time you may be presented at the Bank to perform a specific transaction.

  • You will have no obstacles in obtaining banking products or services once you have submitted your updated identification document to the Bank

2. What happens to Banking products or services?

  • Account and/or deposit

You will remain the sole owner of your personal accounts and deposits opened before the marriage.

  • Loan

You will remain the sole responsible for repaying the debt toward the bank, in the case you have been financed with an Overdraft, Credit, Card or other loan product in your name.

Note: In the case of a pre-marriage agreement, there is specified the marital property regime that the spouses wish to apply for their property, unlike what the law provides.

If you are interested to know more on the Marriage, please refer to the Family Code.

Note: This material has been prepared in two languages, Albanian and English. In case of discrepancies between the two versions, the Albanian version prevails.

1. Obligation to notify the bank

If you and your spouse are going through a divorce process, you may have common assets and / or liabilities such as loans, bank accounts, savings accounts that will be affected by your status change. In this case you will need to contact the bank to let you know about changes in your circumstances and the consequences that follow.

2. What happens to banking products or services?

  • Account and/or deposit

In the case of joint accounts or deposits, the spouses may decide to close the joint product and open a personal one. But until then, funds in the current account / savings account / deposit can be used / spent by each of the spouses if the “OR” condition is selected when the account / deposit is opened. The term “OR” means separate signatures, so that one of the holders is sufficient to carry out the deposit operation, without the presence of another holder.

If the “AND” condition is selected when the account / deposit is opened, this means joint signatures. Therefore, all deposit holders must be present to perform deposit operations. No transaction can be executed without the consent of all the holders.

  • Loan

If you have a loan in joint names, you will both remain equally responsible for meeting the monthly payments.

Even in the case of a property sharing agreement where the spouses can agree to have one of them undertake to repay the loan outstanding, this cannot be done without the consent of the Bank. In such conditions, the Bank remakes an analysis of the financial situation under the new conditions and depending on it, the bank may or may not give the consent for changing the debtor.

3. Freezing bank account

You cannot ask to the bank to freeze your joint accounts/deposits if you are planning to get divorced from your partner. This can be done only after presenting the legal document that legitimates the action (ex. a court decision, bailiff’s order, etc.).

If you are interested to know more on the Dissolution of Marriage, please refer to the Family Code.

Note: This material has been prepared in two languages, Albanian and English. In case of discrepancies between the two versions, the Albanian version prevails.

You may be unable to manage your bank account if for example:

  • You have to go abroad for a considerable period of time

  • It is physically impossible for you to take care of your bank accounts because of an illness

  • Or you simply don’t have enough time to do it

It is the case when you may give access and the right to operate with your bank accounts to another person. In order to be eligible to be selected as your legal representative, he / she must be an adult with full legal capacity to act and understand his / her actions.

It is the Power of Attorney the mean that gives to another person the authority to perform legal actions on your behalf. He can be a friend / a relative/ or a legal representative.

Power of Attorney is general when you give to the representative the right to perform a variety of legal actions involving a set of rights.

The Power of Attorney is special when you give to the representative the right to perform one or more specific legal actions, which are characterized by a common purpose.

To read more about the Power of Attorney, please click here.

Note: This material has been prepared in two languages, Albanian and English. In case of discrepancies between the two versions, the Albanian version prevails.

Losing a person close to you is enough difficult to bear and along with this, you will have to think for reporting the death to the authorities, arranging the funeral, issuance of Inheritance Testimony etc.

Before coming to the bank, you should go through the following steps:

  • Declare/notify the death at The Registry Office near the Municipality

  • Once you have taken the Death Certificate, you should present it to the Notary Office, along with all certificates of the other family members of the deceased person.

  • It is the duty of the notary to make all the necessary verifications according to the rules set in the Civil Code and the law on “Notary”. After verifying the validity of the documentation and the relevant legal conditions, the notary releases The Inheritance Testimony.

  • Every interested family member of the deceased person, can have a notarized copy of the Certificate of Inheritance

  • The Inheritance Testimony is the document that should be provided to the Bank, in order for you to be able to retrieve your belonging part of the hereditary estate, if you result in the heirs’ circle according to the Inheritance Testimony.

You cannot ask for information on the deceased accounts without being identified at the Bank as a legal inheritor.

You cannot possess the deceased funds without being identified at the Bank as a legal inheritor.

To read more about the Heredity, please click here.

Note: This material has been prepared in two languages, Albanian and English. In case of discrepancies between the two versions, the Albanian version prevails.

Customer Experience Monitoring

We work every day to give our clients a more positive experience, but at the same time we must make sure that we are on the right track and that we are doing the right thing. This is the goal of Monitoring Customer Experience. The best way to monitor our customers’ experience is to collect, manage, and handle the customer voice. Our commitments in this regard are to centralize the Voice of the Client in a single unit, with creating and updating of the procedure and the tool that will help manage the Voice of the Client. All these efforts have been made so that we can analyze customer feedback and understand their needs and concerns. We have reached the average response time for a client complaint to be 3 working days, although 10 working days have been set in the procedure.