BBVA Mexico works to improve care for the elderly

Of the 27 million clients that today BBVA Mexico, 4.5 million are older adults. In view of this, this Monday it announced its adherence to the basic principles to be observed in the attention to the people who are part of this segment, launched by the National Commission for the Protection and Defense of Users of Financial Services (driving).

According to the agency, financial institutions must have hybrid service protocols that consider the vulnerabilities of elderly peopleand allow direct contact with this population to dispel doubts and concerns in a simple way.

Óscar Rosado, president of the driving He recalled that the exponential growth in the use of new technological platforms has caused a deep digital gap of inequality for the elderly with respect to the rest of the population, and in particular, among users of financial services.

This gap, he said, has generated a crisis that exacerbates their vulnerability to financial fraud and the risk of making mistakes in the operations they carry out through technological devices, because they do not have the knowledge and skills to use them.

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BBVA Mexico commitments

This way, BBVA Mexicothe same as Seguros BBVA México and BBVA Seguros Salud, undertook to adjust policies, procedures, products and services that allow their clients over 60 years of agea better interaction with the bank and the management of their finances.

Eduardo Osuna, vice president and general director of BBVA Mexico, highlighted that joining this decalogue and care protocol is a sign of the financial institution’s commitment to its clients and to the country, strengthening the financial inclusion of the elderly with care and advice preferential, simplified and free of discrimination.

“Many of the people in this age range are clients who have had a relationship with us for many years, so it is important that we understand their needs and adapt to them; In this sense, the signing of the agreement is a permanent commitment to continue evolving our processes and products to offer a more inclusive and appropriate service experience”, he said.

Experience Improvement Program

It was in August 2021, when the driving issued the appeal to all the participants of the banking sectorto adhere to the basic principles to be observed in the care of the elderly people.

As a result, BBVA Mexico was given the task of designing a transversal program to improve the experience of the elderly.

Among the main points that are currently operating in the more than 1,700 BBVA Mexico branches, we can mention the priority shift, implemented in July 2022. With this, the executive who receives the client gives preference to the elderly. Through this initiative, they have been served in less than 10 minutes at the branch.

In addition, network personnel have been trained in the elderly care in a branch, with more than 20,000 employees trained.

Likewise, a remote service cell was created to authenticate customers who present low-quality fingerprints when performing a PIN, credit or debit card replacement, reducing identity theft and identity theft fraud. This improvement represents an 80% reduction in authentication time, with more than 31,000 cases attended.

On the other hand, and in support of financial inclusion, BBVA Mexico It is the bank that offers the highest age range in financing products.

Similarly, as part of the commitment to financial education, there is a permanent anti-fraud communication campaign on different digital channels, television and radio. This initiative was implemented in November 2022, and seeks to guide customers in the safe use of the different operation channels.

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