CaixaBank launches HolaBank Connecta to engage remotely with more than 160,000 international customers, complementing its physical branches

• HolaBank, CaixaBank’s specialised programme aimed at international customers, complements its current branch network with the incorporation of more than 30 managers for its remote service model, HolaBank Connecta.

• HolaBank's remote customer service model aims to cover more than 160,000 international customers at key moments for this group of people, such as the sale and purchase of real estate, which in the last year has exceeded 100,000 transactions by foreigners.

• HolaBank Connecta incorporates technological advances such as video calls and cobrowsing to improve interaction with customers anywhere in the world.
•  The HolaBank Connecta model is adapted to the cultural diversity of customers from up to 19 nationalities, providing attention in more than 14 languages spoken by managers.

In a context of record sales of properties by foreigners, which have exceeded 100,000 transactions in the last year, CaixaBank is strengthening its programme aimed at international customers, HolaBank, with the launch of HolaBank Connecta, a remote service model aimed at more than 160,000 customers who spend long periods of time in Spain or who wish to settle in Spain.

This innovative programme aims to consolidate the bank's presence among international customers, reinforcing an omnichannel and personalised approach in each interaction.

HolaBank, CaixaBank's proposal for digital nomads, expatriates, and other international customers with a temporary base in Spain, now has two remote service centres in Malaga and Alicante from where managers work to engage remotely with them.

To further strengthen this remote service, HolaBank has hired more than 30 managers spread across the two centres.These new resources make it possible to offer a service adapted not only in language, but also in culture, thanks to a team of different nationalities and with a proficiency in 14 languages who cover a range of up to 19 nationalities. HolaBank not only seeks to be another option in the banking field, but to become the benchmark bank for international customers who choose Spain as their destination.

Thanks to technological tools such as cobrowsing and video calls, every customer can contact their manager from anywhere in the world. The establishment of HolaBank Connecta, therefore, not only enriches the customer experience, but also guarantees effective collaboration with the entity's physical network, establishing a model of attention that allows identifying areas for improvement and offering effective real-time solutions.

HolaBank forecasts a very significant impact for the coming years, given its capacity to adapt the services to the clientele’s diverse specific needs. Currently, they represent at least five prominent cultural groups, from Portugal, Italy, France, the UK and the US, although many other nationalities can find in HolaBank the multilingual financial service that allows improving its day to day in Spain.

With its multilingual and cultural approach, HolaBank places the international customer at the centre of its offer, providing solutions that facilitate its integration and stay in the country.

Innovation in the financial sector

Within CaixaBank's expansion strategy, HolaBank’s introduction of Connecta stands out as a business model based on personalisation and technology.

At year-end, HolaBank's mortgage portfolio stood at €5 billion, with a notable increase of 11.6%. The bank has also expanded its branch network by 20% in the last year, demonstrating its commitment to expansion and innovation within the sector.

In addition to the territorial expansion, the technological component is essential in HolaBank's customer proposition. The CaixaBankNow application is available in 20 languages, ensuring that financial management is accessible and manageable from anywhere in the world.

This accessibility is complemented by a range of products such as the HolaBank Account, and additional services such as the Club HolaBank, which offers 24/7 telephone support and online translation and interpreting services, which are essential for customers looking for a complete and frictionless banking experience.

HolaBank is also the first bank in Spain to offer 100% digital solutions for opening accounts and applying for mortgages, consolidating its leadership in the use of advanced technologies. This commitment to digitalisation symbolises a commitment not only to innovation, but also to sustainability, as it reduces document processing times and optimises the use of resources.

The forecasts for the coming years point to a continuous expansion of both the number of customers served and the nationalities covered, maintaining the focus on customisation. CaixaBank's medium-term strategy includes not only the capture of new markets, but the strengthening of its current base, with the clear intention of becoming the main financial partner for international customers in Spain.

In summary, CaixaBank's HolaBank Connecta programme not only responds to the growing demand for international customers, but it does so with a unique approach, integrating remote management, customisation and culture.

This model, based on both technology and the team's cultural diversity, underlines CaixaBank's commitment to an added value service that adapts to the constant changes in the international market.

HolaBank's value proposition

HolaBank is CaixaBank's specialised programme aimed at international customers who spend long periods of time in Spain or who wish to settle in Spain. Through this programme, the bank accompanies the international customer from their arrival in the country and throughout their stay, offering a comprehensive financial service that responds to their financial needs and provides the maximum of their day to day.

For this, the programme has a proprietary network of 380 branches located in the main tourist affluence areas, more than 500 specialised managers in this type of customers, and the CaixaBankNow application, available in 20 languages, forming an omnichannel service model that accompanies customers at all times and from anywhere.

HolaBank also offers a wide range of financial and non-financial products and services, specifically designed to meet the specific needs of CaixaBank's international customers. These include the HolaBank Account, which includes a pack of high-value financial services for customers, as well as the HolaBank Club with 24/7 telephone service in 5 languages, online translation and interpreting services, supplies registration, among others, with the aim of attending to all your needs in Spain.

The division is also a pioneer in technological innovation, becoming the first company in Spain to offer 100% digital solutions for both opening an account in 5 simple steps (on-boarding digital) and applying for a mortgage (MortgageNow).

In this way, CaixaBank strengthens its strategy of offering a specialised banking model by segment, fully adapted to the needs of each profile, with the aim of always offering the best customer experience.