What makes a good client advisor? And why is a personal consultation so important for credit approval?
We asked someone who ought to know – and who has been an expert in credit matters for more than ten years.
We meet Patrick Fernandes at his office in the heart of Zurich, at the BANK-now branch on Schützengasse, off Bahnhofstrasse. Fernandes has been working for BANK-now for more than ten years and is passionately committed as a client advisor.
"I have always been fascinated by the banking world," he says. "I am also very good at dealing with people, so I was always sure that I wanted to be a client advisor." Fernandes explains that the daily interactions with people provide a lot of variety in the working day. He says finding a tailor-made financing solution for a wide variety of clients is also extremely motivating and satisfying.
An understanding of clients' needs
More than 100 advisors are on duty at BANK-now every day, ready to assist clients. Asked about their main concerns, Fernandes says: "Our clients expect discretion, appropriate credit solutions, and a reliable and trustworthy advisor as a contact person." During a lending process, a high quality of service, a lot of empathy, and an understanding of clients' needs are therefore crucial factors.
Fernandes analyzes the circumstances and needs of his clients when they have a personal consultation with him. He answers any questions and resolves any doubts in order to ultimately offer them the appropriate credit solution. "We like to take time for our clients, and our advice is non-binding and free. Clients can visit us at one of our branches across Switzerland. Or we can advise them on the telephone," says Fernandes.
Since the aim is to provide clients with high-quality advice and excellent service at all times, the professional requirements for BANK-now employees are very high. "We were the first institution in the consumer finance industry to decide to certify our client advisors based on clearly defined criteria and standardized tests." He says that their language skills, their excellent availability, and the personal client contact in the branches are highly appreciated by clients.
Patrick Fernandes cannot imagine working in another industry. As well as managing the Zurich City branch, he continues to work as a client advisor. "I still enjoy this job very much."