CaixaBank is going to eliminate the hourly limits of the cashier service to improve care for the elderly, it will incorporate face-to-face support in the use of the cashier and priority service protocols for groups that need it, and it will reinforce the branches with 1,350 people.

The entity announced this Wednesday a plan with 10 measures to improve care for the elderly that will be applied from March, among which is to increase the number of professionals dedicated exclusively to these clients, senior advisers, and spend in a month from the
750 current to 1,500, and that next year they reach 2,000. CaixaBank highlighted that it is the first entity in Spain with specialized advisers for the elderly.

To this is added a reinforcement of personnel in the branches of 1,350 people to help senior customers and those from Bankia with CaixaBank services and tools during operational integration. These will join the more than 30,000 employees in the branches
from the bank.

In addition, CaixaBank will eliminate time restrictions for the teller service, will incorporate face-to-face support in the use of the teller and will implement priority service protocols for groups that require it. The prior appointment service will be promoted to favor personalized and individualized attention in all time slots, including afternoons in the entity’s more than 700 store offices.

In the same way, it will enable telephone, face-to-face and WhatsApp attention with managers for those over 65 years of age and it will be possible to make an appointment to go to the office by phone or WhatsApp. It will offer more than 3,000 face-to-face training sessions for older people on
operational and financial aspects and will collaborate with associations of older people to continue jointly developing free face-to-face training workshops on digitization.

On the other hand, the entity will buy 900 new ATMs and will deploy functionalities adapted to older customers throughout its network, so that the passbooks can be used in all ATMs, which will have the ‘CaixaFácil’ menu, with simple and personalized operations. The entity has launched a plan so that, before the end of 2022, all ATMs offer the possibility of operating with the passbook, which is the method chosen by most senior customers. Currently, more than 70% of the entity’s network has this functionality.

The entity will maintain the advance payment of pensions on the 24th of each month to avoid waiting and reduce the influx to the offices at the end of the month, it will not abandon the towns in which it is now present and will extend the service of its ofibuses, which They currently reach 426 populations at risk of exclusion in which 80% of users are over 60 years old.

The chairman of CaixaBank, José Ignacio Goirigolzarri, stressed that “we have the vocation to provide excellent service to all our customers, regardless of their degree of digitization and the channel they choose to contact us”, and that “our senior customers, more of four million, are a priority group for us, and as such, we have for them the most ambitious offer from Spanish banks”.

The CEO, Gonzalo Gortázar, added that “today’s announcement expresses our firm commitment to the elderly: in addition to reinforcing our teams during operational integration, we are going to expand the care program measures that we have already been developing, based on the specialization and personal relationship”.



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