“Tenemos aproximadamente 400.000 clientes en el banco y 275.000 tarjetas de crédito"

¿Cuál fue el balance del banco en 2023?

El año pasado fue para la industria financiera, uno de los peores años que ha tenido desde 1999. Nosotros nos empezamos a anticipar en 2022 con mucha cautela. Una economía donde el Banco de la República empieza una senda de incremento de tasas de política monetaria de 1,75% a 13,25%, claramente va a tener un impacto en el sistema financiero y en los créditos, por lo que en 2023 jugamos mucho más a la defensa y eso nos permitió tener una ganancia de $26.000 millones aproximadamente.

¿Cuántas tarjetas tienen en el mercado?

Tenemos aproximadamente 400.000 clientes y 275.000 tarjetas de crédito. Queremos subir los porcentajes de penetración entre 85%-90% de nuestros clientes, para que tengan, por lo menos, una tarjeta de crédito y una cuenta de ahorro.

LR/ Alejandro Lugo

¿Cómo le ha ido al banco con las cuentas AFC?

Básicamente, es una cuenta de fomento a la construcción. El año pasado fue uno de los años donde hubo mayor contracción en la industria de la construcción y también en la demanda de vivienda, que cayó aproximadamente 45%. Entonces, la cuenta perdió mucha demanda, realmente mucho de la demanda se fue a productos de pasivo como un CDT.

¿Cómo cerró la cartera vencida el año pasado?

El año pasado terminamos con un costo de crédito y un índice de cartera vencida muy por debajo de la industria, terminamos en 4,3% toda nuestra cartera, tanto mayorista como cartera minorista consolidada.

¿Cómo se ha comportado este primer trimestre?

Aun en el primer trimestre todo el sistema está sufriendo en tasas altas, más allá de que el Banco República inicie un descenso en diciembre, nosotros seguimos con mucha cautela, pero si vemos que a lo largo de 2024, a medida que bajan las tasas de interés, vamos a ver una recuperación, pero va a ser una recuperación lenta porque todavía tenemos una inflación alta y tenemos tasas por arriba de 12%.

¿Cómo avanza la alianza con Amazon Web Services?

La experiencia que va a tener el cliente en todos los canales es lo más importante, y no solamente en la app y en el portal, porque también lo que ayuda mucho a esta tecnología que nos trae Amazon es tener en simultáneo todos los canales. Entonces, con esta experiencia los nuevos productos se mejoran 20% en los tiempos.

¿Qué esperan mejorar con esta alianza?

La experiencia del cliente es lo que vamos a mejorar y hoy nuestra ambición es el NPS, que es la experiencia, es el índice de medición del Net Promoter Score, cuánto es el nivel de satisfacción de nuestros clientes. Nosotros queremos ser líder en la experiencia y satisfacción de los clientes.

¿Cómo han avanzado respecto al tema de seguros?

El tema de seguros es súper importante porque es un producto asociado con los de crédito, desde hipoteca, tarjetas de crédito. Entonces nosotros tenemos una alianza con SBS, que es un proveedor mundial. Y la idea es mejorar esa penetración. De nuevo, hoy tenemos menos de 10% de penetración de nuestros clientes con productos de seguro. La idea es llevarlo a 25% por lo menos en los próximos 18 meses.

Encuentre toda la información económica y de negocios de Colombia y el mundo en larepublica.co

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