Remote network

For years Bankinter has deployed a significant remote banking network that allows its customers to carry out transactions without travelling to branch offices. The bank's commitment to innovation and to the application of new technologies to the financial sector made it a pioneer in the field, and it now holds a clear position of leadership.

Via the Remote Network, our customers can receive personalised service through different channels: telephone, e-mail or on the website, with extensive available hours.

The network has been evolving over time, and its result orientation is now consolidated, while maintaining its high standards for the quality perceived by customers, working towards new ways of doing things and seeking to continuously improve the service provided.

As part of its commercial activity, in 2016 the Network implemented two new business retention activities for securities portfolios and pension plans.

The objectives for 2017 are to strengthen cross sales, grow proactive commercial activities and ensure that the telephone service continues to meet the needs of customers while diverting its current functions as an operational channel towards the Internet.

Tutors

Owing to its pioneering efforts, Bankinter has many customers that were originally acquired over the telephone or over the Internet and, for that reason, have not been assigned a physical office. The relationship with these customers is handled by remote tutors that are ready to answer any query, assist them in carrying out any operation and offer, by telephone, products and services that match the customer's profile. Remote tutoring is also used with customers in any other of the bank's networks, and with no impairment of security.

The segments in which remote tutoring services are used include Individuals, Personal Banking, Partnet Banking and the Agent Network. The primary support is the CRM, which prepares predictive models of customer preferences and facilitates advisory service tasks.