Digital banking

In 2016, Bankinter created its Digital Banking Division to respond to the unprecedented speed of technological change and to satisfy the growing demands of customers in this area. At the same time, the process of digitalisation offers the bank the opportunity to make gains in efficiency and complete in business segments where the traditional model demands greater capillarity.

The new Division's activity in 2016 focused on the following areas:

• Development of Coinc. The digital savings platform, which is primarily directed towards young customers, expanded and improved its services. It launched a service for expense management, direct debiting of bills and consolidated its offerings of pre-authorised loans. In line with this enhancements to increase value, 2016 was a record year in customer acquisition. At year end, the balance of the platform amounted to 1,297 million euros, a 30% increase, and the number of customers increased to 111,179, which amounts to an increase of 34%.  The platform is consolidating itself as a digital service aimed at acquisition of customers with a profile that is different than that of the bank, where two thirds of the acquired customers were below the age of 44.
• New online banking for individuals.  In December, access was opened up to customers on a trial basis. The new online banking platform maintains the operating capabilities of the classic version, but presents a more up-to-date design, introduces significant improvements in the user experience while substantially increasing its commercial capacity in terms of acquiring new customers and sales. 
• Enhancing the user experience in digital channels and providing an increasingly multi-channel service is one of its most important priorities. Usability improvements have been implemented in the platforms, with the introduction of adaptive security capabilities according to transactions' risk level, making life easier for customers while maintaining high security levels intact. Improvements have also been made in the notification service, to attain better adaptation to the customers' needs and profile, and the first steps have been taken to enable a multi-channel signature that will allow a customer to initiate a transaction in one channel and complete it remotely at their convenience.
• Initiate the redesign of critical business processes in order to reduce their complexity for customers, enhance the experience, reduce waiting times and, lastly, gain in efficiency and scalability.
• Initiate the technological renewal that accompanies digitalisation in both the business and process areas to allow the our platform to be more efficient and to reduce response times. 

All these projects will have continuity over time, in which 2017 will be a key year in the transformation, with the spotlight placed on the development of a broader offering of products and services for Coinc and in transforming digital processes and platforms to enhance their usability, features and commercial capabilities. And, above all, provide an answer to the growing needs of both individual and legal person customers.