Background and Relevance
Banco Azteca, Afore Azteca, and Seguros Azteca are part of the Grupo Salinas financial conglomerate, which has established itself as a significant player in Mexico’s financial sector. The group offers banking, pension fund management (Afore), and insurance services to millions of clients. Recently, these entities have been recognized for their commitment to providing specialized and dignified attention to elderly adults, making them the only financial group in Mexico to maintain the Insignia of Attention to Elderly Adults, awarded by CONDUSEF.
The Insignia and Its Significance
On June 20, Banco Azteca, Afore Azteca, and Seguros Azteca signed the Protocol of Attention to Elderly Adults, aiming to further enhance the quality, accessibility, and specialization of their services for this demographic. The Insignia of Attention to Elderly Adults, granted by CONDUSEF, acknowledges their efforts in ensuring dignified, empathetic, and tailored treatment for individuals aged 60 and over.
Key Figures and Their Statements
Tonatiuh Rodríguez, Director General of Banco Azteca and Azteca Servicios Financieros
Rodríguez emphasized two core principles of Grupo Salinas: “knowing where we come from” and “holding ourselves accountable for fulfilling it.” He highlighted that the insignia reflects a commitment to groups facing greater challenges, promoting inclusive financial services with a human touch.
“We are committed to treating our elderly clients with dignity, clarity, appropriateness, and equality without discrimination.”
Rodríguez also mentioned that this commitment includes digital security and protection in branches. He proudly stated that implemented digital security techniques have reduced fraud by 35% among this client segment.
Manuel Delgado Forey, Director of Customer Solutions and Clearing House
Delgado Forey stressed the institutional responsibility towards elderly clients: “Attending to older adults is our responsibility, our key, and our purpose. Better service to our clients every day generates inclusive prosperity.”
“What are we in the company for? To attend to millions of clients. I wake up every day knowing that today I will answer millions of calls and help millions of clients resolve their issues.”
He emphasized that dignified, patient, and human treatment should be present in all points of contact, whether physical or digital.
Oscar Rosado Jiménez, President of the National Commission for Protection and Defense of Users of Financial Services (CONDUSEF)
Rosado celebrated the implementation of measures focused on the well-being of elderly adults. He explained that 60% of CONDUSEF’s complaints pertain to pension funds, 20% to insurance, and 30% to banking services. “In the case of banking, we are talking about over 40,000 annual cases related to elderly adults,” he said.
Rosado highlighted that since 2022, CONDUSEF has collaborated with banks and insurers to create specific protocols for this sector. He also emphasized the importance of sensitizing bank employees, particularly in branches where challenges are most apparent.
Banco Azteca’s Position and Impact
Banco Azteca has maintained the Insignia of Attention to Elderly Adults for two consecutive periods, positioning itself as a reference in specialized and human attention to elderly adults. The institution currently serves over 15.5 million clients in this segment through its three primary financial units.
Key Questions and Answers
- What is the Insignia of Attention to Elderly Adults? It’s a distinction granted by CONDUSEF to recognize financial institutions that provide specialized and dignified attention to individuals aged 60 and over.
- Who are Banco Azteca, Afore Azteca, and Seguros Azteca? They are part of the Grupo Salinas financial conglomerate, offering banking, pension fund management (Afore), and insurance services to millions of clients in Mexico.
- Why is this recognition significant? It highlights the commitment of these entities to cater to the unique needs of elderly adults, promoting inclusive financial services with a human touch.
- What challenges does this recognition address? The Insignia focuses on improving quality, accessibility, and specialization of services for elderly adults, who often face greater challenges in accessing financial products and services.
