App Santander
Financial education
Technology, prevention and guidance for a healthier and more prosperous financial life.
What we do
When accessible and well-used, banking products and services stimulate the development of a more inclusive and productive economic environment, fostering entrepreneurship, job creation, conscious consumption and the population's quality of life. In addition, consumers who maintain a healthy financial life in general are more satisfied customers and likely to establish a long-lasting relationship with the bank.
Guided by the National Strategy for Financial Education (Estratégia Nacional de Educação Financeira-ENEF), we are committed to acting as partners in the prosperity of our consumers, employees and society.
Guided by the National Strategy for Financial Education (Estratégia Nacional de Educação Financeira-ENEF), we are committed to acting as partners in the prosperity of our consumers, employees and society.
Customers
We believe in the importance of the relationship between managers and customers. That's why we invest in training and strive for excellence in the relationship with our customers. In 2018, 59,319 employees were trained to guide customers on the best use of products and services and 4,160 were trained in personal finance education.
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The Customer Relationship Policy expresses our duty to always act honestly, impartially and professionally. Among other things, this policy establishes that the information offered in any relationship channel must be clear, precise, sufficient and relevant, and information that is false or misleading is not permitted. We also have the Social and Environmental Responsibility Policy, which recognizes the importance of the conscious consuming of financial products and the practice of financial education.
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The inadequacy of credit granting or its use can generate the over-indebtedness of families and companies. To manage this risk, we define credit limits that consider each customer's income and ability to pay.
We also have initiatives that help us to monitor the financial lives of customers, opening up the possibility of offering safer lines of credit and proposing renegotiations of debts appropriate to each individual's ability to pay. Based on behavioral data, the model indicates the possible strategies to adopt even before the occurrence of a default.
With these initiatives, default occurrences at Santander Brasil have remained stable. In December 2018, the rate of delays more than 90 days past due, considering individual and legal entity customers, stood at 3.1%, slightly below the 3.2% recorded in December 2017.
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We also have initiatives that help us to monitor the financial lives of customers, opening up the possibility of offering safer lines of credit and proposing renegotiations of debts appropriate to each individual's ability to pay. Based on behavioral data, the model indicates the possible strategies to adopt even before the occurrence of a default.
With these initiatives, default occurrences at Santander Brasil have remained stable. In December 2018, the rate of delays more than 90 days past due, considering individual and legal entity customers, stood at 3.1%, slightly below the 3.2% recorded in December 2017.
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Customers who are having trouble paying off loans and financing can renegotiate their credit using the portal or the Renegotiation Center. Through these channels, it is possible to consolidate debts and refinance them into installments that fit within customers’ budgets.
As of 2015, we have also intensified the contact with customers who register delays more than 60 days past due*, in order to offer solutions and guidelines for credit reorganization.
*It varies according to eligibility and type of product.
As of 2015, we have also intensified the contact with customers who register delays more than 60 days past due*, in order to offer solutions and guidelines for credit reorganization.
*It varies according to eligibility and type of product.
We have internal procedures for creating and changing products and services before being released to the market. These criteria include the evaluation of sustainability criteria, financial guidance and transparency.
As part of our offering for the small and medium-sized business segment, we have the Avançar Program, an initiative that provides online content such as courses, videos and news, face-to-face events about various areas of management and strategy, and tools for recruitment, selection and expansion for the international market. The program also has partners in the areas of business education and digital environment, which offer special payment conditions to the corporate customers.
Loans to entrepreneurs served by Prospera Santander Microfinances are accompanied by guidance throughout the concession period. In addition, customers and interested people can attend lectures held by Prospera agents on financial education basics, which can be applied to both business and personal life.
We hold financial education lectures for employees of companies that keep their payroll with the bank. In 2018, the material used by the speakers was restructured and more than 6,000 people had access to this content.
In addition to making transactions for individuals, through the Santander mobile application, customers can also receive investment tips and have a consolidated view of their financial health.
In the option "Santander On", it is possible to consult all the due dates with the bank, details of installments, follow up on banking movement by category, alerts of overdue contracts, pending in the CPF (Brazilian taxpayer identification number) and receive guidelines on the best use of credit lines, among other information. Under the "Investments" option, the customer can determine a value to be invested and receive suggestions according to the profile and stage of life.
The Santander Way, launched in 2017, was the first application to allow the control of purchases made on the card, request a limit increase, request new cards, hire services and categorize expenses by type. We also send out due date alerts to avoid paying interest on late payments.
In the option "Santander On", it is possible to consult all the due dates with the bank, details of installments, follow up on banking movement by category, alerts of overdue contracts, pending in the CPF (Brazilian taxpayer identification number) and receive guidelines on the best use of credit lines, among other information. Under the "Investments" option, the customer can determine a value to be invested and receive suggestions according to the profile and stage of life.
The Santander Way, launched in 2017, was the first application to allow the control of purchases made on the card, request a limit increase, request new cards, hire services and categorize expenses by type. We also send out due date alerts to avoid paying interest on late payments.
We take advantage of the audience on our social networks to present information about banking products and services in a simple and fast way. To do this, we work with a periodic agenda of publications on financial guidance for customers who access the bank through these channels.
In 2018, the characteristics of the Account Limit and the benefits of Santander Master (which offers 10 days without interest at the account limit) were massively informed, making it clear when this type of credit should be used. On the bank's website, product information is provided with a description of its correct use.
We also uncover the "alphabet soup" of banking operations – explaining our interactions with customers what CDB, CDI and IOF are, and the impact of each acronym on the pocket. With this, we want to make it clear that we are not interested in any kind of profit that would bring disadvantages to those who do business with us.
In 2018, the characteristics of the Account Limit and the benefits of Santander Master (which offers 10 days without interest at the account limit) were massively informed, making it clear when this type of credit should be used. On the bank's website, product information is provided with a description of its correct use.
We also uncover the "alphabet soup" of banking operations – explaining our interactions with customers what CDB, CDI and IOF are, and the impact of each acronym on the pocket. With this, we want to make it clear that we are not interested in any kind of profit that would bring disadvantages to those who do business with us.
Employees
Financial Life online course is part of the training available to trainees and employees. It shows how to plan the use of money, setting short, medium and long-term goals and priorities.
In order to ensure that all of our employees also have a healthy financial life, financial education is part of the services provided by the PAPE (“Programa de Apoio Pessoal Especializado”).
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Society
Created in 2013, Partners in Action is one of our private social investment programs. Through it, we freely support entrepreneurs in low-income regions where Prospera Santander Microfinance is present, offering customers and non- customers specialized support in management methodology and financial education.
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