“In our development strategy,
the client is at the center, that is why at OTP Bank we offer loans built on the needs of our clients. ” – Liljana Shkodra, Director of Retail Division / Member of the Management Board
The year we closed, but also the one that started, seem to be years of great changes in OTP Bank. Referring to business activity for individuals, professionals and very small businesses, what is the bank’s strategy?
The year 2019 marked a very important change for the bank. The challenges of the year have been great by listing the integration with the new group, strengthening and expanding the bank’s activity as well as introducing the new name in the market. Despite the challenges, I say with pleasure that during 2019 the Bank had the performance with the highest historical achievements both in terms of activity and profit terms.
During 2020 it is planned to have a steady growth in the market. The bank’s strategy for this year focuses on qualitative growth, first focusing on increasing value added for the lending and deposit activity. OTP Bank will continue to launch highly competitive offers on both loans and customer investments. In addition to the offers, the bank is also investing in improving the current lending processes to bring a faster processing designed according to the needs of our customers.
Even more efficient exploration of the clientele base with the aim of meeting the banking needs of our customers with the wide range of services that the bank offers and improving the customer experience in every direction.
Another important aspect is digitalization. The planned projects focus on the client and aim to improve his experience with the bank. During this year it is planned to add new functionalities and improve the existing ones in the online banking platform, expand the bank’s ATM network while also offering new functionalities, etc.
The interest rate and the commissions applied to the loans are probably the key points that favor one loan from another, or the banks between them, as well as the Process as a whole. Why should a customer choose OTP Bank for a loan?
In our development strategy, the client is at the center, so at OPT Bank we offer loans built on the needs of our clients. With the current offer of home loans, the bank finances up to 100% of the investment plan, the interest rate is among the best in the market, the lending process is fast and transparent. The employees of OTP Bank branches take care with professional advice and orientation on the most suitable investments in accordance with the needs of each client, such as the currency of the loan, the duration, the structure of the interest rate, information on what the market offers alternatively, etc. Of course, this is also helped by the wide range of loan offers offered by the bank in accordance with the client’s profile.
It is always the customer who chooses. Our task is to enable him to make the right choice. It is very important for us that the client understands what is best for him.
Digitalization of banking services has created a lot of convenience for customers especially in online shopping. In this regard, what would you advise customers who use this way to do ‘shopping’.
In the digital age, the use of electronic cards and channels is constantly increasing. Since digital innovations have been widely embraced, we would advise vigilance and customer care both in the process of using the cards and in preserving credentials. We also work continuously to improve processes and set up vigilance systems to protect our customers, for example our customers, through the SMS banking service are notified on their mobile phone of all the actions they take in their account, in this case eg by card. This facilitates continuous monitoring of accounts and minimizes potential losses from misuse or theft of card data.
The quality service center, with the 24/7 service, helps the clients to monitor the activity and block the card, preventing losses.
Also, on the OTP bank website, customers can find a guide with the main points to keep in mind when shopping online, while the Branch staff remains a very good advisor at every step.