I’m Silvia, a member of wamo team as a sales person. In this article I explain how my role in wamo, is fundamental not only to understand the needs of the customer and help them in the first steps towards wamo, but continues in the daily management of customer banking.
The digital revolution has totally changed our lives and also the world of work. It has touched every professional field, including the banking sector.
This is why the transformation of the banking sector is crucial: moving from the old to the new is never easy!
Over the course of my career I have gained various experiences as a sales agent in a more traditional way, but I have always wanted to work in a fast-paced environment with dynamic employees and motivated young people.
This is exactly what I found when I started working as a sales and customer service agent for Italy, at wamo. Not a day goes by that I don't learn something.
What I appreciate is the dynamic of the support team and the family atmosphere of people of different backgrounds, cultures and languages working together.
Our goal is to simplify financial transactions and make them more accessible for our customers. And we achieve this by building strong relationships with them.,
Especially for the Italian market, I firmly believe that direct communication between the brands and customers is the key to improving our relationship with them and increasing usage and sales. According to estimates, Italians who use online banking systems are more than 19 million and the average age of those who use digital banking systems is 45 years.
One aspect that sets us apart from traditional Italian banks is our ability to provide remote support in real time.
We offer digital experiences that combine emotional and relational aspects to more than 500 Italian customers going beyond the physical experiences offered by traditional banks. Every month I get to talk to about 800 people, and I offer them 360-degree support. Like the time a customer called to learn what our exchange fee was, and I told them they can open both eu and gbp accounts so I made their experience fee free. Having a consultant on the phone is a factor not to be underestimated!
However, the main challenge is to understand our customers' desires, difficulties, and emotions. This requires putting ourselves in their shoes and considering not only what the digital product looks like but also the strength of the relationship between our company and our customers. At Wamo, I work on this every day to provide the best possible experience for our customers and become the most wanted business account of Italy.
