Investments in innovations, technologies and a green future in Bulgaria


Author: Petya Dimitrova, CEO and Chairman of the Management Board of Post Bank

July 12, 2022

Over the past 30 years, Postbank has proven itself as a stable, reliable and preferred partner. With the sum of this experience, we continue to overcome challenges of a different nature, especially in recent years. We invest in innovation, technology and a green future in line with our ESG strategy because they make the difference in our sector.

The products and services we offer to our customers are developed in accordance with the modern needs of the market. User experience is an unchanging emphasis in the bank’s corporate policy. In addition, our guiding objective is to be of maximum service to our customers by providing an exceptional experience and offering modern solutions, spaces and concepts that best meet their needs at any place and time.

We are witnessing a trend in which consumers increasingly prefer digital forms of banking. However, the presence of physical sites allows for personal contact and this is something that many of our customers value and value, which is why we have undertaken a major modernization of our entire branch network and strive to constantly introduce high value-added services for consumers.

The balance between digital and face-to-face services is important to us. We are confident that a positive customer experience depends on our ability to evolve our products and services and adapt to market changes, new trends and emerging technologies, while taking into account the specific attitudes of our customers at any moment and through any channel of Contact us.

We always strive to be a trusted partner to our customers, managing their finances and offering banking products with a mission of exceptional convenience.

In addition to the customized products that justify the trust in us, we, the banks, must offer a product range that is constantly improved in response to the changing needs of the people.

Digital innovation
In addition to the outstanding features of our m-Postbank mobile banking application and our modern branch network, we have developed and launched a number of innovations for the benefit of our customers, among them the ONE digital wallet; we also supported the business with the mobile innovation Smart POS from Postbank, as well as expanded the functionality of our digital express banking zones, which led to a 160% increase in the number of transactions carried out through them.

Through the latter, the bank’s customers can carry out transactions in euros in the EU and EEA countries, instantly change currency between their own accounts and, in addition, pay installments in euros, since modern devices now also accept euro accounts.

Another functionality we have added to these innovative devices is the issuance of a digital receipt when performing a banking operation or transaction. In addition, our customers can make an appointment for a professional mortgage video consultation in just a few clicks at a time convenient for them with our banking experts through the innovative online Mortgage Center service. We are the first certified bank in Bulgaria, which last year offered its customers a modern service for instant payments in BGN through the Blink program of the National Card and Payment Scheme, part of BORICA. Thanks to this, customers can transfer amounts of up to BGN 30,000 ($16,200) to and from accounts within 10 seconds in our extensive branch network.

The introduction of this service has made payments faster, easier and more intuitive, saving the customer’s most valuable asset – their time. Very soon we will offer an innovative new next-generation chatbot – EVA – a digital assistant for our customers based on AI technology. The new service will be available through a wide range of communication channels and will improve the customer experience and will no doubt help us achieve some positive results in our overall digital strategy.

Ready for the future
At Postbank, we are convinced that our success as a financial institution is inextricably linked to the social aspects of our work, which is why we follow best management practices to ensure our values ​​are upheld. Postbank has been a member of the UNEP Financial Initiative since 2013, and in 2020 we joined the Principles for Responsible Banking proclaimed by this organization. This makes us the first and currently the only bank in Bulgaria that is part of these international financial initiatives.

Becoming part of UNEP FI gives us access to the best practices and international experience in the field of ESG, and in this way we improve our internal competence and generate innovative ideas and solutions to face the challenges that environmental, social and governance factors, present in modern business.

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