“We’re not done yet. There’s much more in store”

“I wanted to give something back to these loyal clients, the people who have banked with ABN AMRO for years and use several of our products. I was also eager to help our younger clients and build a strong bond with them. They’ve placed their trust for their future in us. We want to give our clients what they really want. The days when clients used to visit their bank branches have long gone, but we’re committed to preserving the human element in our service. We want to be a personal bank in the digital age. To achieve that and be a solid partner now and in the future, we’ll need to listen to our clients. That means continuously adapting our services to their needs. This role lets me play a part in that.”

“We want our clients to enjoy an excellent service. Thanks to Preferred Banking, clients are just one click away from an adviser who can answer questions about property, investment and many other things. Preferred Banking also has articles, videos and podcasts about topics that are relevant to clients’ lives. We think it’s important to provide that information. As the cherry on top of the cake, there’s BENEFITS, giving clients access to exclusive offers.”

“I’d like to emphasise that every client deserves good service. However, high-income clients, or those with significant assets, have different needs. They may be dealing with more complex financial issues in their lives like second homes, what to do with excess cash, and estates and inheritance. Those clients weren’t totally happy with our service, so we needed to provide something unique.”

“It goes without saying that good client relationships are very important to us. Many of our clients have banked with us for years. Equally, we have younger clients who are at the start of their financial journey. We want all of them to feel valued. We want to provide services, expertise and products that reflect their needs and support them. It’s our way of being a lifelong financial partner.”

“This type of service was initially reserved for wealthy clients, but Preferred Banking now extends that offer to high-income clients. Many of them are at a stage in their lives where they’re faced with many financial decisions and want expert advice. As a bank, we’re fully aware that younger generations are struggling to buy their first home or build capital for later life in the new pension system. Preferred Banking is a treasure trove of expertise about income, wealth and related products offered by the bank. We’re also continuing to invest in the latest technologies and solutions to help clients build wealth, as shown by our acquisition of neobroker Bux.”

“Before the service went live, we set ourselves a goal: Preferred Banking should make clients feel more valued. Results so far show we’ve gone above and beyond the goal we set in the introduction phase. But there’s more in store. We’ll continue to optimise and develop.

We’ll also base our developments on feedback from clients in our monthly satisfaction surveys. Clients even message me daily to share their feedback. Some are less positive than others, but just as valuable. I’ll even call clients personally and sit in during consultations, which helps me to understand what we’re doing well and where we can improve. One thing we’re working on is adviser availability. We know this could be improved and that waiting times could be shorter. If Preferred Banking clients contact us, they’re put through to a Preferred Banking adviser as quickly as possible.”

“The new product: pension investing. The introduction of a new pension system means that you need to think more carefully about your pension arrangements and which products to choose. Tax-efficient Investment allows clients to top up their pension while also accruing tax benefits. The Dutch Tax and Customs Administration contributes, which means that you ultimately pay less tax. Clients can be flexible in what they put aside, with monthly deposits, for example. We are proud to have developed a product that not only meets the needs of our clients, but also gives them the freedom and control needed to design a personal pension plan that works for them. 

I’m also proud of the introduction of the Family Mortgage. Despite the current challenges on the housing market, we’re able to offer our younger target group an opportunity to buy their first home with financial support from their parents. The Family Mortgage allows young people to borrow an extra 50% on top of their regular mortgage through a loan/gift combination provided by their parents or grandparents. This can make the difference between being able to afford to buy a home, or just missing out.”

We’ll soon be introducing Preferred Banking for Entrepreneurs, a service that will extend our target groups within Preferred Banking. This step will strengthen our ties with entrepreneurs within this client group. By being available at the right moment and providing access through digital channels, clients will find it easy to get in touch as soon as they need us and when it’s most convenient to them. 

After the launch, entrepreneurs will also be able to capitalise on the various benefits of Preferred Banking. What’s more, they’ll be offered attractive deals on bank products, specially designed for our business Preferred Banking clients.”

“My ultimate goal is to have extremely happy clients who see us as a life-long financial partner and want their family and children to enjoy the same benefits. Our clients’ trust and appreciation is the most we can ask for.”