The growing number of un-bankable people being excluded from the financial ecosystem is a growing pan-European challenge with increasing attention from governments and the financial sector. This group stands without access to affordable financial services and is therefore prey for less serious actors offering financial products at a very high cost. At Hoist Finance we often see the proof that it is not always enough to diligently pay off a debt in order to considered bankable. Most of our customers are still categorized as so-called high-risk individuals when they leave us, and consequently often don’t get access to affordable financial products and services. This truly concerns us. We are therefore now looking at leveraging on our banking license under our Retail Banking and Business Development business area, to develop support services and affordable products and services to this segment. The objective being to be by their side and support them back to being considered bankable again.
This will be done through a number of different efforts – by developing affordable credit services for day-to-day needs, by forming external partnerships with social enterprises focusing on supporting this segment; by developing support platforms to help customers find a job, set-up a budget, find the right government support, and more.
This requires us to build trust and relationships with a sensitivity to what can often be a challenging situation for the customer. In all customer interactions, we therefore focus on meeting them on their terms with the intention to arrive at amicable agreements. In our Digital by Default strategy, we are making great efforts to understand our customers’ needs and developing processes that support customer-driven development.
An equally important stakeholder group is the banks and financial institutions that entrust us with their portfolios. We always strive to do our best to keep our commitment to delivering solutions that suit their needs. Therefore we have a strong focus on continuous dialogue to ensure business partner satisfaction.
- Excellence in customer satisfaction.
- Digital channel development for improved servicing.
- Forming external partnerships with organisations that have new innovative ideas for increased financial inclusion.
- Business partner satisfaction.
UN Global Compact
- Principle 1 - Businesses should support and respect the protection of internationally proclaimed human rights, within the scope of their influence
- Principle 2 - Businesses should make sure that they are not complicit in human rights abuses
Examples of initiatives
- Excellence in customer satisfaction - A system to continuously monitor and manage customer experience is to be implemented.
- Digital channel development - Customer Service Portals launched, ChatBot, WhatsUp
- Forming external partnerships - 3 external partnerships established with Appjobs, TeamU, and ONSBank to help our customers find ways to be able to keep their commitments.