Social Responsibility

Corporate values of the Code of Ethics Corporate

We are aware of the fact that success in business is not only measured by financial results but, in today’s modern society, it equally implies activities in the field of social responsibility and contribution to sustainable development.

By respecting the regional specifics of the area in which we operate, we create mutual trust, a sense of belonging, and thus customer loyalty.

Documentation

Corporate values

Our Corporate values are:

Integrity
We pursue our goals with honesty, fairness and responsibility, in full and true respect of the rules and professional ethics and in the spirit of signed agreements.

Excellence
We set ourselves the goal of continuous improvement, forward thinking, anticipating challenges, and fostering creativity aimed at innovation, both recognising and rewarding merit.

Transparency
We are committed to making transparency the basis of our actions, advertising and contracts, in order to allow all our stakeholders to make independent and informed decisions.

Respect for specific qualities
It is our intention to combine large-scale operations with profound local roots and to be a bank with a broad vision, without losing sight of individuals.

Equality
We are committed to eliminating all forms of discrimination from our conduct and to respecting differences in gender, age, ethnic origin, religion, political and union persuasions, sexual orientation, language or disability.

Values of the individual
The value of each single person is a guide for our modus operandi: we use listening and dialogue as tools to continuously improve our relationships with all of our stakeholders.

Responsibility in the use of resources
We aim to use all of our resources attentively, promoting behaviour based on resource optimisation and avoiding waste and ostentation, and we give priority to choices that take sustainability into account.

Working with stakeholders

The strengthening of confidence and improvement of relationships with all parts of society which interact with the Bank is a prerequisite for the continuous improvement of our operations.  In all we do, our goal is to meet the needs and expectations of all stakeholders, from care for the needs of our clients, employees, development of the local communities in which we are active, care for environmental protection, to creating new value for shareholders.

Two-way communication

With our stakeholders we maintain open, two-way communication:

• We inform our stakeholders systematically through the following channels: press conferences, press releases, interviews and media guest appearances, advertising and on-line channels (internet, newsletter, Facebook, Instagram, Viber, Linkedin, etc). We regularly report on the Bank’s operations through annual reports. All information related to the operations of Intesa Sanpaolo Banka BiH is available to clients by e-mail on info@intesasanpaolobanka.ba and a free phone line on 080 020 307.
• We regularly follow external market research, undertake monitoring and our own research into employee satisfaction and focus groups.

Clients

One of the basic prerequisites of our operations is confidence – the confidence we give through credit and the confidence we receive through savings. This is an extremely important process, not just for the functioning of the bank itself but for the entire market and the economy. Confidence is the result of long-term and quality relationships with our clients built on dialogue, transparent operations and the quality of our products and services.

Customer relations

To improve our customer relationships:

• we have made available numerous communication channels - from a wide network of branches for direct contact, website, social networks (Instagram, Facebook, Linkedin, Viber, Youtube), e-mail, free info phone, direct mailing, promotional materials, etc.;
• we improved the complaint management system, which we try to solve promptly and in which we recognize opportunities for improving our services and products;
• we dedicated ourselves to regular measurement of client satisfaction through numerous surveys that help us create products according to the wishes and needs of different client groups;
• we constantly support innovative solutions, which result in new products with the aim of contributing to the development of the society in which we live;
• Intesa Sanpaolo's slogan is We listen to you 100%, which shows the importance of all observations, comments, suggestions and complaints from clients, the wider community and employees.

Employees

To attain our business goals it is necessary to have satisfied and motivated employees. They are the ones who are responsible for the development of the company and are a key factor in the success of our operations. Therefore at Intesa Sanpaolo Banka BiH, activities are constantly being developed to encourage and motivate employees. Intesa Sanpaolo Banka BiH thoroughly plans the development and training of its employees, invests in creating a pleasant working environment and endeavors to make it possible to fulfill the professional ambitions of each individual.

The internal communication system is very well developed and available to all employees through a variety of channels: Intranet, e-mail, internal magazine “Made in bank”, and different internal initiatives that involve employees and encourage their artistical and sport affinites through different competitions.

Shareholders

Intesa Sanpaolo Banka BiH gives its shareholders and the financial public timely, clear and objective information on its operations through all available channels and documents (Annual and periodical Reports, Company Profile, Review of activities in the area of social responsibility,web page, press releases, various presentations).

Suppliers and partners

The basic goal of improving the system of procurement is to build long-term relationships with suppliers and partners. Cooperation is deepened to our mutual satisfaction through dialogue and exchange of know-how, as well as through a professional approach and strict respect for rules and procedures.

ESG

The Community

Intesa Sanpaolo Banka BiH is active throughout the territory of Bosnia and Herzegovina. In its operations we take account of the different desires and needs of the local communities and contributes to their development through the active engagement of its regional branches.

The Bank is open to cooperation and dialogue with not-for-profit organizations and NGOs and willingly responds to initiatives which contribute not only to the economic but also the social and cultural growth of this country.

Enviroment

During the construction and renovation of the Bank's business premises, we use systems and equipment with a low level of energy consumption and a high degree of energy efficiency. In accordance with the regulations on environmental protection and waste disposal, the Bank takes care of the disposal of waste that is dangerous to the environment, such as toners. , neon lights, hazardous chemicals from scanning devices and other hazardous waste.