The banking sector presents its advancements in the care for seniors and rural Spain

Credit institutions reiterate their commitment to maintaining savings books for individuals over 65 years old

AEB, CECA, and Unacc present the annual report on the monitoring of measures aimed at improving personalized attention for seniors and the quarterly report on financial inclusion in rural Spain

Banking associations have detailed the wide array of measures adopted by the sector to enhance the attention given to people over 65 years old and individuals with disabilities, during the meeting held today with the Vice President and Minister of Economic Affairs and Digital Transformation, Nadia Calviño. The meeting was also attended by the governor and deputy governor of the Bank of Spain, as well as associations of consumers and seniors.

Additionally, they reiterated their commitment to maintaining savings books for individuals over 65 years old.

The annual report on monitoring personalized attention for seniors highlights the significant effort made by the banking sector and its strong commitment to financial inclusion, expressed through specific actions, including:
– 6.3 million people over 65 have benefited from extended cash service hours at branches, from 9 AM to 2 PM, which accounts for 81% of total branches.
– 2.4 million calls have been handled through a personal manager.
– 70,000 banking employees have received specific training to provide more tailored attention to seniors.
– 91% of ATMs and over 80% of websites have been adapted with simplified views and menus.

This meeting is part of the active listening and dialogue process that banking associations have maintained with senior, consumer associations, and administrative bodies to continually improve personalized attention.

Additionally, banking associations commissioned a satisfaction survey to measure the acceptance level of the implemented measures. According to the study conducted by Inmark, more than 70% of seniors are satisfied with the banking attention received through various channels.

The sector also presented the quarterly report on monitoring financial inclusion. It indicates that more than 70,000 individuals residing in 79 municipalities with over 500 inhabitants in rural Spain, who previously did not have access to physical financial services, now do have access. The goal is to achieve 100% financial inclusion by the end of the year.

To improve awareness of these personalized attention measures, the sector has expressed its determination to promote new communication actions. Furthermore, the sector will reinforce digital training programs and financial education aimed at the senior population.

Download the monitoring report on attention measures for seniors

Download the financial inclusion monitoring report from IVIE