Mortgages ‘online’ with personalized attention | Digitization | Technology

Attention through digital channels, a priority for Kutxabank, materializes in the careful service that it wants to provide to those customers who decide to communicate with the entity and carry out their procedures remotely. To make this possible, it has developed procedures and improvements in favor of greater proximity in daily dealings with those it interacts with.

The figures confirm the degree of digital maturity reached by Kutxabank. In 2021 access to its channels on-line grew 19%, reaching 254 million admissions. Of this sum, 89% of the operations were carried out by mobile phone.

The truth is that the bank on-line and mobile banking have established themselves as strategic channels for contracting banking products and services, which have grown by 26% in the entity. Particularly noteworthy is the increase in digital origin in the volume of subscribed mortgages, cards, funds and investment plans or contracted consumer loans.

Kutxabank’s digital versatility has led to a continuous increase in the number of users joining these services. At the end of 2021, more than half of its clients, specifically 57.35%, were digital users. Last year Kutxabank renewed its application to smartphones with the purpose of improving the user experience and offering a more intuitive and user-friendly graphical environment. Likewise, the entity began to offer certain clients of its Expansion Network the possibility of taking out their mortgages on-line, with excellent conditions, through a quick and simple process and with the support of its entire network of branches and ATMs. Currently, the Digital Office is made up of specialist managers in mortgage advice and management. They all have extensive experience in customer service in traditional branches and with significant knowledge of the Law on Real Estate Credit Contracts, insurance and the European MIFID directive.

Digital advantages with proximity

“We have the clear objective of continuing to advance in the project and that each one of us is capable of contributing improvements in the relationship with the digital client, without losing the essence of a personal and professional treatment”, comments Ramón Pascual Esclapez, responsible for the Kutxabank Digital Office. “For us”, he continues, “mortgages are the cornerstone, the way in which customers connect with Kutxabank. Now we must transmit the professionalism and good work that we have carried out in the offices for years, but through remote management”.

According to the entity, the client interested in the mortgages offered by Kutxabank presents a profile of between 25 and 45 years. These are people who want to finance the purchase of their first home in an agile, professional, transparent and remote way.

“We communicate with customers based on their preferences. This dialogue is carried out fundamentally by telephone and email, but also through videoconferences or from Kutxabank’s private chat”, points out the person in charge of the Digital Office. Until now, the entity has made a very positive assessment of this service, taking into account the favorable opinions received among its clients, according to Ramón Pascual Esclapez: “Most of them had not processed a mortgage before and, for many, the procedures Associates are always cumbersome and carry out procedures that waste a lot of time”.

Our challenge is to deepen the improvements in the relationship with the digital client, but without losing the essence of the treatment that characterizes us

Ramon Pascual Esclapez. Head of the Kutxabank Digital Office

To avoid this, Kutxabank assigns a personalized manager to the client, who facilitates the management of their mortgage with a simple, transparent remote procedure and with excellent conditions. This personalized manager accompanies, guides and resolves from start to finish all the doubts that arise in the mortgage process, because “each mortgage is unique and we adapt to it”.

For Kutxabank, the digital service transcends simple technology. It implies making it easier for clients not only to process their mortgage remotely, but also to accompany them in a transcendental moment of life, such as the purchase of a first home. In this purpose, “the transmission capacity of each person who makes up the team is fundamental; our attitude towards our customers maintains the same professionalism and good work in the digital sphere that have always characterized Kutxabank”, emphasizes Pascual Esclapez.

The fruits have not been long in coming. ”The response to this initiative has been very good, even surprising at times. This shows us that Kutxabank has been able to convey its digital transformation well to the customer. What they value most are the conditions, the speed and our personal and direct treatment”.

For 2022, Kutxbank’s estimates include doubling billing, adding new digital services, becoming a reference in digital mortgages –as it currently is in traditional ones–, and improving the mortgage procedures it carries out.