The Marketing and Digital Banking Division reports directly to the CEO. In collaboration with the business divisions, it is the main area responsible for supervising that customer-relations objectives are met.
Customer Support
Banco de Chile is committed to Chile’s development and growth. For this reason, it constantly seeks solutions that go beyond financial concerns to support its customers when contingencies arise. This objective has been particularly important in recent years in a context of social and economic crisis that has forced individuals and companies, especially SMEs, to explore new ways of generating revenue and doing business. With this backdrop, the corporation has focused on strengthening and reinforcing the Banco de Chile SME Program.
MoreCommercial and Product Strategy
Banco de Chile is a universal bank focused on its customers. It is committed to Chile's development and growth and to continuous relational and digital evolution. It adapts by adding attributes and segments that maintain its leadership within the industry, which is powerfully leveraged by digital transformation.
Retail Segment
Banco de Chile provides financial product and service solutions to Chileans and foreign residents over 18 years old, students, dependent and independent workers, pensioners and customers’ children under 18 years old.
SMEs, Large Companies and Corporate Segment
Banco de Chile aims to be the market leading business bank, by delivering the greatest value to customers using its traditional business products and structured solutions, and by collaborating in the creation of opportunities.
Service Quality and Transparency
Being the best bank for our customers implies tackling new challenges to be number one in service quality, which entails continually anticipating their requirements and fulfilling them with innovative, timely and agile products and services. This also entails constantly innovating our processes and technology, along with providing transparent communication that keeps customers informed at all times.
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Customer Protection
Banco de Chile has a Customer Protection department, which is responsible for managing customer complaints and requirements, based on transparent and clear communications. It is responsible for detecting, analyzing and reporting any situation or product design that lacks clarity and transparency, as well as for identifying situations that cause recurring complaints that could affect the Bank’s reputation..
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Innovation and Digital Transformation
In recent years, Banco de Chile has accelerated its digital transformation by launching, renewing and updating various products, services, functionalities and digital tools designed to deliver a better experience to customers and users.
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Financial Inclusiveness and Accessibility
Digital transformation plays a key role in financial inclusion. The bank launched three digital debit accounts (FAN in 2020, FAN Emprende and FAN Clan in 2022) in an effort to expand banking services to multiple sectors of the population, in line with the bank's financial education and wellbeing initiatives, detailed in the Community chapter of this Annual Report.
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Policies
Given Banco de Chile’s nationwide presence, its advertising bears the responsibility of generating a positive impact in different areas. In this spirit, we make commitments that direct how we responsibly communicate and contribute to the country’s development on multiple fronts.
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