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To attend to inquiries from customers and potential customers

Bankia, the first Spanish bank to have a verified official WhatsApp account

The entity's customer service team resolves users' doubts about mortgage issues, although other products and services are expected to be gradually incorporated.
 

Communication Bankia

By  Communication Bankia

Publish on 
12 November 2019 - 18:30

  • Through this initiative, Bankia offers the possibility of contacting the bank through this application to put forward doubts and queries
  • Initially, Bankia’s WhatsApp account will handle requests made regarding mortgages, although the goal is to gradually incorporate other products and services, so that in the future any issue can be addressed.
  • “We want to offer a closer, direct and simple contact, yet another step forward in our commitment to make life easier for our customers, which we express in the bank’s new brand claim: It's that easy”, says Javier Sánchez, Bankia's Innovation Projects Manager
  • “We will not use this channel to send communications to customers. It will not be an intrusive channel, but it will be used to respond to people who contact the bank”, underlines Pedro García Tesón, Bankia’s Contact Centre manager.

Bankia, the first Spanish bank to have a verified official WhatsApp account. Through this channel, it offers both customers and potential customers the possibility of contacting the bank through this application to bring up questions and queries.

“We want use this initiative to offer a closer, direct and simple contact, yet another step forward in our commitment to make life easier for our customers, which we express in the bank’s new brand claim: 'That Simple', says Javier Sánchez Martín, Bankia's Innovation Projects Manager.

Initially, Bankia’s WhatsApp account will handle requests made regarding mortgages, although the goal is to gradually incorporate other products and services, so that in the future any issue can be addressed.

The Bankia WhatsApp contact will be displayed to users who are searching the Internet with their mobile for information regarding Bankia mortgages. To contact Bankia, just click on the link that appears on the screen. It will not be necessary to register or provide any data to talk with Bankia via WhatsApp.

The users’ queries will be addressed by Bankia’s customer service team specialised in mortgages, which will be available every day from 8:00 a.m. to 10:00 p.m., although users will be able to contact Bankia at any time and an agent will reply to their query as soon as possible.

“We will not use this channel to send communications to customers. It will not be an intrusive channel, as it will be used solely to respond to people who contact the bank”, states Pedro García Tesón, Bankia’s Contact Centre manager.

The new service has all the security measures required by official bodies to protect the data of Bankia customers and users.

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CONTACT

External Communication Direction

Virginia Zafra de Llera
DIRECTOR OF EXTERNAL COMMUNICATION
vzafra@bankia.com

 

Press Relationship

Guillermo Fernández Martín
DIRECTOR OF PRESS RELATIONSHIP
gfernandezm@bankia.com

Mariano Utrilla Cortijo
mutrilla@bankia.com

Irene Rivas García
irivas@bankia.com

Belén Porras Povedano
bporras@bankia.com

María Campos Lages
mcamposla@bankia.com

María José Cabeza Calderón
jcabeza@bankia.com

 

Digital Communication

Ana Bernad Colás
DIRECTOR OF DIGITAL COMMUNICATION
abernad@bankia.com

Leticia Lucio Álvarez
llucio@bankia.com

María Navarro Caballero
mnavarro@bankia.com

   

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