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Santander Bank Polska introduces new processes in its helpline

During the pandemic, Santander Bank Polska has been constantly working on making its products and services more available from home. The Bank wants to provide convenient service to those customers who have not used online banking services before.

According to Mastercard survey, as many as 96% of Polish internet users used online banking last year. 56% of the surveyed used an online banking service or a mobile banking application at least once a week. We open accounts online, without visiting branches, more and more eagerly. On one hand, today this stems from the isolation due to the coronavirus, on the other hand, it is a time-saving and convenient solution.

„In online and mobile banking systems we can make the majority of basic account operations directly from our computers or smartphones. We want to extend that service to customers who have not used Santander Internet services before, and due to the isolation that we are in, such customers face some difficulties while banking.

said Joanna Wcisło, Multichannel Communication Centre Director at Santander Bank Polska

Recently, Santander Bank Polska extended its telephone banking services, so now customers who do not use online banking can call the helpline and:

  • open electronic services,

  • request a debit card,

  • assign a new PIN to a card,

  • change a phone number for 3D Secure service,

  • increase the transfer limit in electronic banking services,

  • request a bank certificate about a product,

  • request a payment of a tranche under a mortgage loan.

Our Multichannel Communication Centre is something more than just a call center. We communicate with our customers via a video connection, chat, telephone, e-mail, Skype, Facebook and Twitter. With those new solutions we would like to help our Customers in that difficult time. We also hope that with those new tools they will find banking with us easier.

added Joanna Wcisło

The bank has been introducing digital processes and “paperless” changes for a long time. One of the recent electronic processes is transaction authorisation with an smsCode in the bank’s branches. The new process cuts the customer service time and reduces paperwork.

Electronic authorisation and electronic declarations of intent come in handy in processes executed in the Multichannel Communication Centre, Santander Online and also more and more often at branches, within the limits set out in the Banking Law. This also includes electronic circulation of documents and makes our processes much more ecological. In Santander Bank Polska we are doing our business in a responsible way, which includes paper reduction to protect the environment.

Currently the bank works on another processes facilitating a remote access to the bank’s products and services.

A glossary of terms and definitions for representative services, as provided for in the Regulation of the Minister of Economic Development and Finance of 14 July 2017 on the list of representative services linked to a payment account, is available at and at Bank branches. The Account As I Want It (Konto Jakie Chcę) is a payment account. Details of the offer of Santander Bank Polska S.A. and the information on fees, charges and interest are available at Santander Bank Polska branches, at and at 1 9999 (calls charged at your operator’s rate). Status as at May 2020.