Operational Improvements and New Offices Enhance Service at XXI Banorte
In 2025, Afore XXI Banorte implemented operational adjustments to optimize its Personalized Attention Offices nationwide. This led to an annual increase in face-to-face handling volume, attending over 887,000 individuals. The primary reason for this success is the improvement in key service indicators, reflected in increased operational flow and more efficient tramite resolution.
Impressive Tramite Success Rate
As a result, 98.2% of tramites initiated in-office were successfully completed, surpassing the 2024 performance by 0.87 percentage points. Among the most requested tramites are identity file integration, IMSS retirements, data modifications, account statement requests, and balance inquiry consultations—essential for Mexican workers.
Commitment to Continuous Improvement
“At XXI Banorte, we are committed to continuous improvement and the well-being of our account holders. Enhancing these indicators was a priority to ensure an exceptional service. With the optimization of our attention, we guarantee that each visit to our offices translates into an effective solution tailored to each person’s needs,” stated David Razú Aznar, General Director of Afore XXI Banorte.
Strengthening Service with Additional Staff and Technology
The service enhancement involved hiring more personnel for reception and filtering tramites, as well as implementing technological improvements in the appointment and turn system to expedite attention. These actions were recently validated by the National Commission of the System of Savings for Retirement (CONSAR), which conducted an inspection to oversee operational efficiency, attention times, and service quality provided by the Administrator in its offices—confirming compliance with regulatory standards.
New Offices in Guadalajara, Jalisco
In line with the Administrator’s closeness strategy, XXI Banorte opened two new Personalized Attention Offices in Guadalajara, Jalisco. The first is located inside the National Medical Center of the West in Colonia Independencia, while the second is at Av. Circunvalación Jorge Álvarez del Castillo No. 1082, Local 1, Colonia Mezquitán Country.
Improved Accessibility and Experience
These new offices aim to enhance accessibility and the attention experience for Guadalajara’s western region residents. This commitment reaffirms XXI Banorte’s dedication to providing top-tier service, aligned with the industry’s best practices and focused on strengthening closeness to workers who trust their retirement savings with Mexico’s Strong Afore.
Key Questions and Answers
- What are the operational adjustments implemented by XXI Banorte?
XXI Banorte optimized its Personalized Attention Offices nationwide by implementing adjustments focused on improving service quality, increasing face-to-face handling volume, and enhancing operational flow.
- What percentage of tramites were successfully completed in 2025?
98.2% of tramites initiated in-office were successfully completed, surpassing the 2024 performance by 0.87 percentage points.
- What new offices were opened by XXI Banorte in Guadalajara, Jalisco?
XXI Banorte opened two new Personalized Attention Offices in Guadalajara, Jalisco: one inside the National Medical Center of the West in Colonia Independencia and another at Av. Circunvalación Jorge Álvarez del Castillo No. 1082, Local 1, Colonia Mezquitán Country.
- How did XXI Banorte ensure compliance with regulatory standards?
XXI Banorte’s commitment to service excellence was validated by CONSAR, which confirmed compliance with regulatory standards through an inspection of operational efficiency, attention times, and service quality.
