How does Migros Bank adapt to the evolving needs of private customers in the current economic and financial environment?
The number of banking transactions conducted online is constantly growing. For this reason, we offer our customers the freedom to choose the contact channel that best suits their needs: digital or telephone for simple daily transactions, or in-branch for more complex financial matters. We define ourselves as a hybrid universal bank, characterized by a wide range of digital channels and a robust network of branches distributed throughout the country. To best integrate these two modalities, we are introducing an innovative customer service model and a new branch concept.
What services and products does Migros Bank offer to private customers?
As a universal bank, Migros Bank places comprehensive and personalized financial advice at the heart of its offerings. This approach goes beyond traditional payment, savings, retirement planning, financial planning, investment, and financing services. It also includes, for example, risk management for property owners, energy efficiency projects, and a range of services dedicated to the real estate sector.
What skills do you consider essential for staff assisting private clients?
Migros Bank places great importance on comprehensive financial advice that meets all client needs. To ensure this approach, our advisors must possess a combination of key skills:
- Customer focus: This skill is based on the ability to deeply understand customers' needs and collaborate with them to identify customized solutions perfectly suited to their specific situation.
- Specialized knowledge: It is essential to have a solid understanding of banking solutions, ranging from payments, savings, retirement planning, and financial planning to investments and financing. It is also important to have expertise in specific areas such as risk management for property owners and energy retrofit projects.
- Communication skills: advisors must be able to express themselves clearly, simply, and understandably, making even the most complex financial topics accessible to clients.
- Technological proficiency: Consultants must demonstrate a high level of digital proficiency and be able to confidently use digital tools to provide a modern and efficient service.
- Flexibility and adaptability: advisors must be able to respond and adapt to evolving client needs and ever-changing market conditions. This allows them to support clients in making more informed and targeted financial decisions.
What kind of training does Migros Bank offer to those starting out in the private customer sector?
Upon completion of the apprenticeship or internship, trainees have the opportunity to obtain the V1 certification for client advisors. This certification guarantees they have acquired the solid knowledge and skills to assist clients professionally.
Subsequently, recent graduates can access the internal YOUPA (Young Professional Program), designed to best prepare them for their future roles. The program, lasting 18-24 months, combines practical training, individual support, and targeted skills development, promoting both professional and personal growth.
YOUPA not only supports participants in their training as customer advisors, but also offers opportunities for specialization or further education. The goal is to provide young talents with a solid foundation for their professional future and help them realize their full potential.
How does Migros Bank leverage digitalization and new information technologies to improve the experience of private customers?
«In 2025, Migros Bank achieved a podium place for the third time in a row in the ranking drawn up by the Lucerne University of Applied Sciences, in the category of the most digital Swiss retail banks for private individuals.
A concrete example of this customer-focused digitalization is the innovative video consultation, which allows clear and expert support on complex issues such as mortgages, pensions, or investments, to be provided directly to customers' homes, without the need to visit a branch. This service has consistently received positive customer satisfaction ratings.
Furthermore, according to the Lucerne University of Applied Sciences and Arts, Migros Bank is among the Swiss leaders in the use of artificial intelligence (AI). AI is used to respond to customer inquiries around the clock and to support advisors as an expert system. Despite these technological advances, the human factor remains central, especially in advisory services, as trust and personal relationships remain crucial elements in banking.
