Sharper focus on personal services
2005-04-13 Back
In order to improve services to personal customers "Hansabankas" introduced a new job position, i.e. personal managers. They are expected to provide services to those individual customers who are active users of the Bank's products and services and desire private relationship. The personal manager's job position was set up following the analysis of personal customers expectations that revealed customers' appreciation of private contacts with special bank employees who can know their needs best of all.
Personal managers are going to consult "choosy" customers on a vast range of products including loans, payment cards, life assurance and other attractive investment products and services let alone e-banking facilities provided by the bank.
Personal manager's job position has so far been introduced at 5 mostly frequented Hansabankas offices. Later, it will gradually be introduced at other offices in line with customer needs and expectations.
"In the market, we observe certain customer groups, whose needs and interests are wider and deeper. In order to better service them we must establish closer contacts. Therefore, we expect our employees to know such customers better so that the latter can feel comfortable dealing with bankers whom they know already", - says Dalius Kaveckas, Deputy Chairman of Board of Hansabankas.
Personal managers will provide services to personal customer under the so-called "Gold Program", whose name itself speaks of high quality standards. Although the said program has been in operation for two years already, and a number of its customers could enjoy special product and service packages, all such services have been provided, until recently, by "ordinary" bank employees. Currently, the program is being elaborated so that every customer who chooses it is expected to have a special banker attached to him/her.
Personal managers are looking forward to dealing with and solving all financial issues that their customers may encounter.
As of today, "Gold Program" is in operation at about 100 Hansabankas offices all over Lithuania. Similar programs are also being applied at Hansapank and Hansabanka offices in Estonia and Latvia.
Hansabankas belongs to Hansabank Group, the largest financial service group in the Baltics, whose strategic investor is Swedish bank, Swedbank. Lithuanian Hansabankas group consists of Hansa Lizingas, Hansa Gyvybes Draudimas (life assurance company), Hansa Investiciju Valdymas (an investment management company), Baltijos Autolizingas, and Hansa Draudimo Brokeris (an insurance brokerage company).
