CaixaBank promises to expand services to the elderly: "We are concerned and busy because they are our customers"

• Results CaixaBank earns 5,226 million due to the accounting effect of absorbing Bankia

• Digitization The rebellion of those excluded by the banks: "They have left us stranded"

The commotion caused by the request of retiree Carlos San Juan for "human attention" by banks to their elderly clients has put financial institutions in the eye of the hurricane, which have spent years undertaking a process of digitization and closing of offices that has caused the

of this important group. With the banks even in the sights of the Government and the Bank of Spain, CaixaBank has promised this Friday to expand its portfolio of services for the elderly, after presenting profits of 5,226 million euros in 2021 due to the accounting effect of the merger with Bankia.

The president of CaixaBank,

, who has appeared together with the CEO,

, has had to face numerous questions on the subject.

"They concern us and occupy us because they are our clients", underlined Goirigolzarri, who has recognized the need to "be humble" because "everything can be improved".

"Without self-criticism there is no improvement", he insisted, to ensure that CaixaBank is "actively listening".

In this sense, the head of CaixaBank has argued that one of its objectives is to "provide an excellent service to all customers", whether digital or not.

Of course, Goirigolzarri has defended that the entity does not feel directly indicated by the Minister of Economy,

, who has given the banks a month to work on financial inclusion measures.

“We have been working for a long time,” he said.

"What for some may be new, for others it is part of our current commercial offer."

Even so, Goirigolzarri has advanced that CaixaBank will launch "in the coming months" measures focused on the elderly.

"We want to increase this service and create an ecosystem of older people with services beyond the merely financial," she has promised.

She has cited, for example,

.

In any case, he wanted to clarify that these actions "are not due to an external requirement but are part of the soul of CaixaBank".

However, when asked if the entity does not contemplate concrete measures to improve the personal treatment with the elderly that the group asks for, his answer has been clear:

.

In Goirigolzarri's words, "when customer satisfaction rates are analyzed, they increase when they have a reference person at the bank", which is why he has insisted that, in the case of CaixaBank, "there is no conflict between the treatment personnel and digitization".

However, when asked if he plans to reinforce the staff in the offices to provide a better service to the elderly, Goirigolzarri has been blunt in denying it: "We have the appropriate staff for the service we provide, which is good."

In fact, CaixaBank

.

As of January 1, 60% of the cancellations have already been completed.

In addition, Gortázar has pointed out that the entity has the largest network of ATMs in Spain, which currently has more than

and has the commitment not to abandon the 420 municipalities where it is the only bank present.

On the other hand, Goirigolzarri has announced that in the coming months

achieved (the dividend per share will be 0.1463 euros). The entity's approach is to reach 60% in the future. In addition, it has revealed the bank's decision to launch a share buyback program in the market during 2022, "in order to bring the CET1 capital ratio closer to our target level."

Neither the president nor the CEO have wanted to give many more details of the operation, still pending regulatory approvals, nor have they given clues as to whether CaixaBank's intention is to force the exit of the State shareholding through Frob, which controls the 16.1%.

In the words of Goirigolzarri, the relationship with the Government is "very good, as expected".

on the table

.

"We must define the answer", he limited himself to saying, because "the background is that Sareb aspires to control the majority of the company".

It has recognized that CaixaBank lost the 600 million it invested.

In addition, Goirigolzarri, who has highlighted the success of the integration process with Bankia, believes that the banking sector is facing a "trend towards the

", in a scenario marked by the economic recovery in Spain, which has estimated that It will be this year "stronger" than in 2021.

Asked if the gradual normalization of interest rates will have a positive effect on the

and on CaixaBank's mortgage portfolio, Gortázar was cautious because it takes a significant time to appreciate, although "perhaps in the second half of the year to notice a certain impact".

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