Leading Bank Aims to Be Number One in Customer Service

Volksbank Romania aims to become Romania’s leading universal bank concerning customer service.

CEO Johann Lurf says, “Our goal over the next three years is to offer the best customer service of any bank in Romania. While we are known primarily for mortgage activities at present, we already offer individual accounts and savings products and we want to be the universal bank of choice for our customers’ day to day operations and savings (house bank).” He adds that Volksbank Romania will continue to focus on its traditional market segments: individuals and small and medium sized enterprises.

Founded in 2000, Volksbank Romania has already established a network of 180 branches and has around 1,500 employees. Johann Lurf was formerly CEO of Volksbank Czech Republic, and he points out that in the Czech Republic, increasing competition has led to greater emphasis on service. This will occur in Romania, he believes, as the banking sector continues to grow.

Volksbank aims to focus on quality to gain a competitive edge as new players enter the market. Johann Lurf says, “First of all, we have to understand what our customers want, then to provide suitable products and services. We will strive to establish permanent and transparent relationships with our customers.”