Investor Presentaiton

34 OUR CLIENTS TRANSPARENCY IN COMMUNICATION GRI 103-2 103-3: 417 We were born with a commitment to building true relationships with our clients. Transparency is the basis of this relationship. There are no hidden fees or rates, and no fine print. We draw up our contracts in simple language that is accessible to everyone and we try to anticipate answers to clients' questions through clear explanations in the app interface where our products and services are available. We have an internal procedure that guides our marketing, communication, and service actions to ensure an ethical, transparent, and true relationship between the bank and its clients, partners, and society in general. To prepare this policy, we were guided by our values and strict respect for the rules, laws, and regulations of the bodies by which we are regulated. Dedicated to managing all points of direct contact with the client, our CRM (Customer Relationship Management) area is responsible not only for the outbound communication, but also for measuring the satisfaction and expectations that clients have in relation to the bank and services offered. Thanks to the technology employed in the management of our database, it is possible to prioritize content according to each profile, respecting the option of the client who prefers not to receive contacts. LISTEN TO THE CLIENT In 2021, we improved our service channels by strengthening teams, reviewing journeys, and improving processes. We have perfected our service protocols and created multidisciplinary groups to review the entire client experience, improve the journey, simplify solutions, and anticipate improvements, so that the client receives the best solution for his demand in an agile and uncomplicated way. Although the app is the main point of contact with the bank, our clients have several service channels, which offer support in a simple, agile, and intuitive H

View entire presentation