About report

ING Bank Śląski S.A. Group has compiled the annual report in line with the best global practices of integrated reporting. To help readers use the interactive tools, we prepared a user guide with key features. We encourage you to watch a short animated video before reading the report.

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Integrated Annual Report
of ING Bank Śląski S.A. 2019

Retail banking segment

katowice_ing_01-2020_rk_0566 katowice_ing_01-2020_rk_0566

Banking- and non-banking solutions for our clients

Individual clients

We offer state-of-the art and customised services to our individual clients:

  • personal accounts,
  • cards and payments,
  • loans and cash loans,
  • investment and savings as well as pension products, and
  • insurance products.

Our current offer may be found on our website and at ING Bank Śląski outlets across Poland.

Internet- and mobile banking

We attach great importance to online- and mobile banking. The online- and mobile banking makes finance management easier than ever. Moje ING is a user-friendly online banking system with rich functionality that provides full and convenient access to your finances. Moje ING combines design with usability. It was important for us that clients are able to move around an aesthetically-looking system and do not have to think about how to perform a given operation. In Moje ING, the same activities can be performed equally easily on a smartphone, tablet or computer. Our clients also enjoy Moje ING Mobile app. The app has been downloaded more than 3 million times so far.

Moje ING mobile app offers all functions available in Moje ING system. In addition, it enables the clients to:

  • view their account- and credit card balances without having to log in,
  • log in with a PIN code or a fingerprint (for telephones with iOS from iOS9 and Android version 6.0 or higher),
  • make their own shortcuts on the pre-login screen,
  • generate BLIK codes,
  • add receipts,
  • receive push messages after each transaction, and
  • make quick transfers without the need to log in – from the savings account to personal account and between personal accounts and company accounts.

View accounts and cards from other banks in Moje ING

In Q4 2019, ING Bank Śląski was the first bank on the Polish market and the first bank in ING Group to have implemented the service “Add account from another bank”; as a result, clients are now able to view their accounts and cards from various banks in a single application. The new solution was implemented in Moje ING online and mobile banking systems based on the account information service which was implemented by way of Payment Services Directive 2 (PSD2).

The new service offers many benefits to the clients. Single account view saves clients plenty of time and it is also convenient if you have accounts or cards across several banks. A glance on the mobile screen is all it takes to see the account balance and transactions from other banks in one place.

The service “Add account from another bank” is safe and compliant with PSD2 standards for open banking; the service is offered free of charge. The data as part of the service are protected by the latest technologies in compliance with the top security standards effective in the financial sector.

In 2019, our clients were able to add their accounts and cards with the largest banks on the Polish market: PKO BP, Pekao, mBank and Millennium. More banks are added to the list on a regular basis. We have already added the following three banks in early 2020: BNP Paribas, Alior Bank and Santander Bank Polska.

A simplified lending process based on account history from other banks

ING Bank Śląski was the first bank on the Polish market that enabled clients to take out unsecured loans based on their account history from other banks that the clients had added to Moje ING. Clients do not need to provide the bank with documents proving their income as it can be verified quickly based on a list of transactions made in an account with another bank that had been automatically retrieved during the loan application process.

API PSD2 Interface

ING Bank Śląski launched the Special Application Programming Interface (API) based on the Polish API Standard ver. 2.1. The ING Bank Bank teams took an active part in the works on the Polish API standard which were headed by the Polish Bank Association. As a consequence, we provided developers and application publishers with new opportunities for service provision. The interface allows for safe retrieval of account data, transaction history and for initiating payments in the client’s account. Furthermore, the Bank also met other regulatory-, legal- and functional guidelines relating to PSD2.

Voice support for Moje ING mobile app

ING Bank Śląski was the first bank to enable Moje ING mobile app users to use voice support for selected functions using Google Assistant. Using the Assistant, clients can ask the application about their account balance, BLIK code or order a quick transfer between user’s accounts.

Shortcuts to the most popular functions of Moje ING

We also launched an updated Moje ING mobile app for Android users. With the updated app, clients can set up shortcuts to the most popular app functions on their phone screens. With the shortcuts, clients can get a BLIK code, open a transfer form or view transaction history with just one click.

A new intuitive account opening form

In September 2019, we launched a new accounting opening application form for individual clients on our website. Clients can choose on the three ways to confirm their identity:

  • a transfer for PLN 1 – the clients confirm their identity based on a transfer order from another account (from 5 selected banks),
  • a visit in branch – for clients who wish to review the offer themselves and set up the account but have their identity confirmed in a branch. Upon submitting the application form, the specialist arranges a meeting for the client,
  • a courier visit – the client’s identity is confirmed by the courier who meets with the client at the designated address within 2-3 days from the application submission date.

Regardless of the identity confirmation method selected by the client, the courier will deliver the bank card to the client; the client gets access to phone payments right after they activate their mobile app.

Google Pay for Visa and Mastercard credit card holders

ING Bank Śląski launched the Google Pay service to Visa and Mastercard credit card holders. The bank clients can now use Google Pay and their phones to make contactless payments in stores with their debit- and credit cards. ING Bank Śląski launched the Google Pay payments for Visa payWave card holders in 2018.

Apple Pay for Visa and Mastercard debit- and credit card holders

ING Bank Śląski also launched the Apple Pay service. During the first stage, the service was launched for Visa payWave debit card for individual clients; later on, it was also made available for users of Visa and Mastercard credit cards and for Entrepreneurs. Apple Pay payments are fast, simple and convenient; they are also safe and ensure protection of the user’s privacy. Users of iPhone SE, iPhone 6 and newer versions, as well as the users of Apple Watch may use Apple Pay in stationary stores. Online payments with Apple Pay on websites and in applications that accept it are also easy. With Apple Pay, users no longer need to fill in registration forms, card details or delivery details for each transaction.

Garmin Pay for credit card holders and for Visa payWave debit card holders

ING Bank Śląski clients who use Visa payWave debit card for individual clients or credit cards for individual clients may use the Garmin Pay service. To make payments with Garmin watch, users need to download Garmin Connect app from AppStore (telephones with iOS system) or Google Play (telephones with Android system), and connect it with their watches. Then, they need to create a Garmin Pay wallet and set a four-digit code to access their wallet. As a final step, they need to add the supported card to the Garmin Pay wallet. To make contactless payments, all they need to do is to hold their wrist with their compatible Garmin watch near the card reader. To make the first payment, users need to unblock the watch, using the password set while creating the Garmin Pay portfolio.

Recurring BLIK payments in Moje ING

ING Bank Śląski was one of the first banks in Poland to have launched recurring BLIK payments. Since March 2019, clients who use Moje ING mobile app have also been able to pay regular bills using BLIK. The service is available for individual clients, natural persons who are sole proprietors and single-member companies that use online banking system via Moje ING mobile app and that have an active BLIK function.

Clients select BLIK payments on the service provider’s website, enter the code, and then approve the payment with a PIN code in Moje ING app. Upon approval, clients may receive a proposal from the service provider prompting them to save the payment cycle – the payment amount, frequency and subscription end date. Upon acceptance of such a proposal, transactions will be made automatically or upon approval by the client. Clients are able to manage their subscription in full via Moje ING.

Automaic instructions and notifications in Kantor in Moje ING

Clients who use the Kantor service may take advantage of new functions – automatic instruction and notification. With the automatic instruction, clients may order currency exchange as soon as the foreign exchange rate reaches a level they’d like. If the clients do not want to make a transaction but would like to receive notice as to when the exchange rate reaches a specific level, they may use the notification function – they will be notified as soon as the exchange rate reaches a level specified by the client.

View accounts and cards from other banks in Moje ING

In Q4 2019, ING Bank Śląski was the first bank on the Polish market and the first bank in ING Group to have implemented the service “Add account from another bank”; as a result, clients are now able to view their accounts and cards from various banks in a single application. The new solution was implemented in Moje ING online and mobile banking systems based on the account information service which was implemented by way of Payment Services Directive 2 (PSD2).

The new service offers many benefits to the clients. Single account view saves clients plenty of time and it is also convenient if you have accounts or cards across several banks. A glance on the mobile screen is all it takes to see the account balance and transactions from other banks in one place.

The service “Add account from another bank” is safe and compliant with PSD2 standards for open banking; the service is offered free of charge. The data as part of the service are protected by the latest technologies in compliance with the top security standards effective in the financial sector.

In 2019, our clients were able to add their accounts and cards with the largest banks on the Polish market: PKO BP, Pekao, mBank and Millennium. More banks are added to the list on a regular basis. We have already added the following three banks in early 2020: BNP Paribas, Alior Bank and Santander Bank Polska.

A simplified lending process based on account history from other banks

ING Bank Śląski was the first bank on the Polish market that enabled clients to take out unsecured loans based on their account history from other banks that the clients had added to Moje ING. Clients do not need to provide the bank with documents proving their income as it can be verified quickly based on a list of transactions made in an account with another bank that had been automatically retrieved during the loan application process.

API PSD2 Interface

ING Bank Śląski launched the Special Application Programming Interface (API) based on the Polish API Standard ver. 2.1. The ING Bank Bank teams took an active part in the works on the Polish API standard which were headed by the Polish Bank Association. As a consequence, we provided developers and application publishers with new opportunities for service provision. The interface allows for safe retrieval of account data, transaction history and for initiating payments in the client’s account. Furthermore, the Bank also met other regulatory-, legal- and functional guidelines relating to PSD2.

Voice support for Moje ING mobile app

ING Bank Śląski was the first bank to enable Moje ING mobile app users to use voice support for selected functions using Google Assistant. Using the Assistant, clients can ask the application about their account balance, BLIK code or order a quick transfer between user’s accounts.

Shortcuts to the most popular functions of Moje ING

We also launched an updated Moje ING mobile app for Android users. With the updated app, clients can set up shortcuts to the most popular app functions on their phone screens. With the shortcuts, clients can get a BLIK code, open a transfer form or view transaction history with just one click.

A new intuitive account opening form

In September 2019, we launched a new accounting opening application form for individual clients on our website. Clients can choose on the three ways to confirm their identity:

  • a transfer for PLN 1 – the clients confirm their identity based on a transfer order from another account (from 5 selected banks),
  • a visit in branch – for clients who wish to review the offer themselves and set up the account but have their identity confirmed in a branch. Upon submitting the application form, the specialist arranges a meeting for the client,
  • a courier visit – the client’s identity is confirmed by the courier who meets with the client at the designated address within 2-3 days from the application submission date.

Regardless of the identity confirmation method selected by the client, the courier will deliver the bank card to the client; the client gets access to phone payments right after they activate their mobile app.

Google Pay for Visa and Mastercard credit card holders

ING Bank Śląski launched the Google Pay service to Visa and Mastercard credit card holders. The bank clients can now use Google Pay and their phones to make contactless payments in stores with their debit- and credit cards. ING Bank Śląski launched the Google Pay payments for Visa payWave card holders in 2018.

Apple Pay for Visa and Mastercard debit- and credit card holders

ING Bank Śląski also launched the Apple Pay service. During the first stage, the service was launched for Visa payWave debit card for individual clients; later on, it was also made available for users of Visa and Mastercard credit cards and for Entrepreneurs. Apple Pay payments are fast, simple and convenient; they are also safe and ensure protection of the user’s privacy. Users of iPhone SE, iPhone 6 and newer versions, as well as the users of Apple Watch may use Apple Pay in stationary stores. Online payments with Apple Pay on websites and in applications that accept it are also easy. With Apple Pay, users no longer need to fill in registration forms, card details or delivery details for each transaction.

Garmin Pay for credit card holders and for Visa payWave debit card holders

ING Bank Śląski clients who use Visa payWave debit card for individual clients or credit cards for individual clients may use the Garmin Pay service. To make payments with Garmin watch, users need to download Garmin Connect app from AppStore (telephones with iOS system) or Google Play (telephones with Android system), and connect it with their watches. Then, they need to create a Garmin Pay wallet and set a four-digit code to access their wallet. As a final step, they need to add the supported card to the Garmin Pay wallet. To make contactless payments, all they need to do is to hold their wrist with their compatible Garmin watch near the card reader. To make the first payment, users need to unblock the watch, using the password set while creating the Garmin Pay portfolio.

Recurring BLIK payments in Moje ING

ING Bank Śląski was one of the first banks in Poland to have launched recurring BLIK payments. Since March 2019, clients who use Moje ING mobile app have also been able to pay regular bills using BLIK. The service is available for individual clients, natural persons who are sole proprietors and single-member companies that use online banking system via Moje ING mobile app and that have an active BLIK function.

Clients select BLIK payments on the service provider’s website, enter the code, and then approve the payment with a PIN code in Moje ING app. Upon approval, clients may receive a proposal from the service provider prompting them to save the payment cycle – the payment amount, frequency and subscription end date. Upon acceptance of such a proposal, transactions will be made automatically or upon approval by the client. Clients are able to manage their subscription in full via Moje ING.

Automaic instructions and notifications in Kantor in Moje ING

Clients who use the Kantor service may take advantage of new functions – automatic instruction and notification. With the automatic instruction, clients may order currency exchange as soon as the foreign exchange rate reaches a level they’d like. If the clients do not want to make a transaction but would like to receive notice as to when the exchange rate reaches a specific level, they may use the notification function – they will be notified as soon as the exchange rate reaches a level specified by the client.

MyID Service

ING Bank Śląski clients were one of the first bank clients in Poland to have been able to use the electronic identity confirmation service that makes access to online services so much easier. The mojeID service which is provided by the National Clearing House is available at ING. The mojeID service helps clients confirm their identity on a remote basis using the bank’s authentication data. It enables the clients to access online services provided by vendors who also use mojeID. It accelerates and simplifies many processes for which – so far – users needed to visit a customer service point or arrange a meeting with a courier.

 

eID Service

ING Bank Śląski was the first bank in Poland that enabled clients to transfer data via the internet banking system as part of the eID solution offered by Blue Media. The eID service which is offered in collaboration with Orange Polska allows the bank clients to sign a subscription agreement and register the number fully online. With eID, the person’s identity may be verified using the form for the transfer of data in online banking system; consequently, clients can deal with the formalities without having to visit an Orange branch or having a courier visit them at home. The complete data verification process takes place online within only a few seconds. The scope of data to be transferred is not related to the bank account and only includes information that is necessary for the operator to complete a given operation. The application form for data transfer is available in Moje ING online banking system. The form may be used by clients who confirmed their identity in person in the presence of a bank employee during a visit at a bank branch.

When clients find themselves in a difficult situation

ING Bank Śląski enabled clients to pay off their credit card debt in instalments. The “Repay in installments” service may be used by individual clients and entrepreneurs. Payments for all purchases, ATM withdrawals and transfers from the credit card account made with an ING credit card may be repaid in instalments. The minimum instalment period is 3 months, and the maximum one is 36 months. The interest rate on instalment debt is lower than the standard interest rate on credit card debt. One-off instalment debt commission is 1%. Since the “Repay in instalments” service is not a new loan, a creditworthiness assessment is no longer necessary. The client is already using the limit awarded on the credit card. ING Bank Śląski had launched the service earlier for new credit card agreements with individuals clients made as of 4 August 2019 and for credit cards for entrepreneurs. As of the end of December 2019, the service was made available to all the other credit card account holders.

 

EUR transfers in SEPA countries

On 29 November 2019, we aligned the charges on EUR transfers in SEPA countries and European transfers with the charges on domestic transfers in PLN in order to comply with Regulation (EU) 2019/518 of the European Parliament and of the Council of 19 March 2019 amending Regulation (EC) No 924/2009 as regards certain charges on cross-border payments in the Union and currency conversion charges.

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Entrepreneurs

We support our clients when they set up their businesses but also when they develop their companies. We provide adequate tools and offer dedicated services with which clients are able to manage their corporate finances in an easier manner. We offer many banking products and services, including those that go beyond the traditional banking offer, such as:

  • business accounts,
  • loans and cash loans,
  • leasing,
  • savings,
  • cards and payments,
  • services,
  • insurance products.
  • terminals
  • the internet- and mobile banking.

Moje ING for businesses is more than a banking system/. We provide the most important information right away – in a simple and descriptive manner. Moje ING is also equipped with an integrated accounting system. If a clients hold their business- and personal accounts with us, all it takes is one login and one click to switch between the corporate finance and personal finance views.

New functionalities implemented in 2019 (in addition to functionalities shared with individual clients)

In April 2019, we launched the remote process of business registration. Clients may file an application with Moje ING for opening a company and ING allows them to register the company with Central Registration and Information on Business (CEiDG) on a remote basis. The application form is short and intuitive; it contains check boxes, as well as additional descriptions and explanations. Many fields are autopopulated using the client details held by the bank. The application form is signed with the Trusted Profile set up during the company registration process.

A bank account is also opened during the company set up process; the bank account will be activated upon receipt of a confirmation of successful company registration from the Central Registration and Information on Business. Clients receive a text message with a confirmation of application submission; the details of the new company, e.g. the tax identification number (NIP) and business statistical number (REGON) are e-mailed directly by the Central Registration and Information on Business.

With the application for business registration in Moje ING, clients also: apply for an entry to the register of business statistical identification numbers (REGON register), report the company to the tax office head (tax identification number), report the company as a contribution payer to the Social Insurance Institution (ZUS) or to the Agricultural Social Insurance Fund (KRUS).

The service was prepared in cooperation with the Ministry of Entrepreneurship and Technology.

Our bank integrated the Invoice Financing service with ING Accounting. With such a solution, invoices with a deferred due date may be financed from the level of the client’s accounting application. ING Accounting for entrepreneurs is a multi-functional tool that allows our clients to issue sales invoices, add cost invoices, manage counterparties and documents. Independent invoice posting, sending tax returns to the tax office and running the company’s HR matters is an additional option. ING Invoice Financing was created for small businesses so that they are able to finance single invoices online, even for the lowest amount.

With the integrated ING Accounting and ING Invoice Financing services, clients are able to issue invoices, order their financing, and then monitor their statuses. The price offer for a given transaction is visible right away; users can accept it with only one click. Once the invoice is confirmed by the counterparty, the client receives the funds on their account – even on the same day. The final step is the transaction finalisation, or the payment for the invoice to ING on the invoice due date.

In November, we adjusted the split payment form to the amended Act of 9 August 2019 on the amendment to the VAT Act and certain other acts, which introduced the mandatory split payment mechanism for invoices in excess of PLN 15,000.

During the last quarter of the year, works were underway to adjust the tax payments so that they comply with the amended Tax Ordinance as of 1 January 2020. Under the said Tax Ordinance, taxes are to be paid to individual tax accounts.

In April 2019, we launched the remote process of business registration. Clients may file an application with Moje ING for opening a company and ING allows them to register the company with Central Registration and Information on Business (CEiDG) on a remote basis. The application form is short and intuitive; it contains check boxes, as well as additional descriptions and explanations. Many fields are autopopulated using the client details held by the bank. The application form is signed with the Trusted Profile set up during the company registration process.

A bank account is also opened during the company set up process; the bank account will be activated upon receipt of a confirmation of successful company registration from the Central Registration and Information on Business. Clients receive a text message with a confirmation of application submission; the details of the new company, e.g. the tax identification number (NIP) and business statistical number (REGON) are e-mailed directly by the Central Registration and Information on Business.

With the application for business registration in Moje ING, clients also: apply for an entry to the register of business statistical identification numbers (REGON register), report the company to the tax office head (tax identification number), report the company as a contribution payer to the Social Insurance Institution (ZUS) or to the Agricultural Social Insurance Fund (KRUS).

The service was prepared in cooperation with the Ministry of Entrepreneurship and Technology.

Our bank integrated the Invoice Financing service with ING Accounting. With such a solution, invoices with a deferred due date may be financed from the level of the client’s accounting application. ING Accounting for entrepreneurs is a multi-functional tool that allows our clients to issue sales invoices, add cost invoices, manage counterparties and documents. Independent invoice posting, sending tax returns to the tax office and running the company’s HR matters is an additional option. ING Invoice Financing was created for small businesses so that they are able to finance single invoices online, even for the lowest amount.

With the integrated ING Accounting and ING Invoice Financing services, clients are able to issue invoices, order their financing, and then monitor their statuses. The price offer for a given transaction is visible right away; users can accept it with only one click. Once the invoice is confirmed by the counterparty, the client receives the funds on their account – even on the same day. The final step is the transaction finalisation, or the payment for the invoice to ING on the invoice due date.

In November, we adjusted the split payment form to the amended Act of 9 August 2019 on the amendment to the VAT Act and certain other acts, which introduced the mandatory split payment mechanism for invoices in excess of PLN 15,000.

During the last quarter of the year, works were underway to adjust the tax payments so that they comply with the amended Tax Ordinance as of 1 January 2020. Under the said Tax Ordinance, taxes are to be paid to individual tax accounts.

New role of branches – a meeting place

2019 was a year in which we prepared all of our employees responsible for customer service to perform their tasks in line with a specialisation-based model. Under that model, each specialist selected one specialty area on which they would focus in terms of developing their competences and customer service skills; the specialty areas were as follows:

  • daily banking,
  • mortgage loans,
  • investments, and
  • entrepreneurs.

As at the end of 2019, we had 317 retail branches, or meeting places, including 147 with modern cash service (cash available only in ATMs, CDMs, and dual machines). All of our meeting places are equipped with self-banking zones where clients can deposit and withdraw money on their own. We continue the process of retail outlets modernisation. As part of the process, we change the furnishings and interior design, and introduce new functional solutions.

As at the end of 2019, 287 of our meeting places were furnished according to the new standard. Currently, we continue our optimisation activities by relocating and consolidating outlets in the most attractive locations (in business terms) in the individual cities and regions.

317 meeting places in 195 cities and towns (including 160 “1 in the city”)

147

meeting places with modern cash service

170

meeting places with traditional cash service

30

old visualisation

287

new visualisation

Number and geographic structure of branches

Our customer service network also includes 65 ING Express customer service points.

A new role of customer service units

We developed the assumptions of a model of work that would be effective in 2020, and presented them to the employees. We leave the rigid structures behind; instead, we organise our work around tasks that we are to perform. We take the client’s perspective. It is important for us to know the emotions they have when dealing with us, how we deal with matters clients entrust to us. In 2019, we presented HR solutions that would allow our employees to work in accordance with the new model in 2020. We rolled out some of the changes.

Consequently, we were able to establish four Centres of Expertise as of 1 July 2019. Those Centres correspond to the four specialty areas:

We devised a model that will allow our clients to get consistent experience while:

  • meeting our specialists in the meeting places,
  • contacting our Contact Centre: by phone, e-mail or the social media,
  • meeting our specialists at a place selected by the client (teams of bank representatives and advisors from the Advisory Banking Centre).

We took efforts to ensure that the customer service manner matches the matter the client entrusts to us. It is important for us that they get their things done here and now, end to end. We educate our clients on self-banking. We noticed that clients like to get in touch with us during chats and via the social media, and the popularity of those channels keeps growing. We worked on the quality and effectiveness of responses given by the virtual advisor in Moje ING – My Assistant; we taught him new things so that he would be able to answer client’s questions as effectively as possible.

We prepared our employees to work within their specialty areas so that they are able to provide customer service based on material needs. This will allow them to help clients:

  • with everyday banking,
  • live better,
  • develop their business, and
  • take care of their financial future.

We facilitate everyday banking: payments and settlements – we promote state-of-the art and digital solutions. We care about the client’s safety by offering various types of insurance. We help them finance a car, holidays, pursue their dreams and passions. We teach them how to save to achieve various goals and how to save for retirement. We are present in our clients’ lives every single day – it is as simple as that.

It is our mission to help clients and facilitate everyday banking. We are effective and we simplify dealing with different things for our clients wherenever they need it – at the same time, we offer them unique experience.

 How?

We are there wherever and whenever our clients need us:

  • we invite them to comfortable meeting places,
  • we are present in shopping centres – 65 ING Express customer service points,
  • clients can call us, write us, or log into Moje ING.

We care about personalisation and unique experience:

  • we talk to our clients and recognise their needs – their plans for now and for the future. We choose solutions that are best for their unique circumstances.

We facilitate everyday banking:

  • we promote digitalisation – we educate our clients and show them how they can get their things done in an effective, fast and modern manner so that they are a step ahead in life.

The decision on the purchase of a flat or construction of a house is one of the most important decisions in the life of each person – whether we want the place for ourselves, for our children or for rental. Those are investments that we often plan and finance for years. Emotions relating to the purchase or construction of a house are often mixed with stress and uncertainty. In such moments, it is important that there is a person who will accompany the clients throughout their journey to get their own place to live.

It is our mission to support and care about our client’s matters throughout their way to achieve their dreams and get their own place to live.

How?

It does not matter whether our clients have already taken a decision, are already pursuing their dreams or have received a loan, we are able to talk to them about matters that are important for them.

  • Stage: I have a dream/ I am looking for a property – we know the local market and its characteristics, the property prices, real estate developers, etc.
  • Stage: I am Buying/ Building/ Pursuing My Dream – we have knowledge about differnt house construction systems, new technologies, local subsidy programmes and real property events, etc.
  • Stage: I live better – we know how to talk with clients and we explain them how to deal with matters related to housing, such as the agreement with the housing cooperative, utilities providers, etc.

Thanks to the development of our specialists, we were able to respond to those needs as we served our clients when they filed the application, signed the agreement, and got the funds disbursed – everything was done in one place by one specialist. In 2019, our specialists took part in workshops where they learned more about various aspects of house construction using modern technologies, about home staging or about the local real property market. We did all that to provide even better support to our clients as they are taking important life decisions.

Setting up and developing your own business is an enormous challenge. We are an innovative bank. We support people with business acumen. For many years, we have developed products and services for companies while going beyond the standard banking offer. We make it easier for enterprising people to become real entrepreneurs. We support them as they set up and develop their businesses.

We empower people to stay a step ahead in life and in business. We are confident when we tell companies they can get more clients with ING thanks to the tools we offer them.

How?

Since we know the entrepreneurs’ needs, we develop products, processes, service platforms, and models that fully satisfy those needs. We provide the same experience, and it does not matter how the clients want to bank with us.

We want to act with joy and passion, and a conviction that we truly help our clients take care of their financial future. We support our clients during major milestones in their lives, for example, when they send their children off to college, when they pursue their dreams or when they retire. We think about our clients not only here are now; we also think about them in 5, 10 or 20 years’ time. We want our specialists to be the first thing that comes to our clients’ minds when they think about banking and finance. Systematic savings by phone? Yes, we also know how to build trust and a relationship between equal partners.

It is our mission to support our clients so that they achieve their financial goals at each stage of their lives.

How?

  • We educate our clients on the savings and investment offer, and we share our knowledge on the current market environment and on the functioning of the financial market.
  • We focus on the current and future needs of our clients.
  • We support them as they actively build their financial cushion, implement short- and long-term goals and secure their financial future.
  • We expand their knowledge on the pension system and solutions available in that regard.
  • We explain the rules that govern financial instruments. We promote setting capital aside in a systematic and regular manner.
  • We embrace the expectations of Premium and Private Banking clients by offering them a dedicated offer.
  • We are a partner when discussing non-banking investments.

Sample activities

NN IP TFI taking over the management of Unit-Linked Insurance Portfolio Strategies

Portfolio Strategies are a product that the bank, acting as the insurance agent of NN Towarzystwo Ubezpieczeń na Życie, offers to Private Banking and Wealth Management clients. They comprise investment strategies in the form of insurance, with varied risk levels and investment potential, and they are a unique product on the Polish market.

The Portfolio Strategies used to be managed by the ING Brokerage Office. In order to reinforce and improve the quality of the products, and also to lower the costs for the clients, the portfolio management was entrusted to NN Investment Partners TFI, or one of the largest investment fund companies in Poland. As a member of a large international investment group, NN Investment Partners TFI has a wide access to global know-how on professional management of investment strategies.

Implementation of the Wealth Management System (WMS) supporting the work of Private Banking- and Wealth Management advisers.

The WMS application integrates all functionalities required for effective work with clients in one place. It comprises modules that allow for a comprehensive register of interactions with the client, including: a meeting calendar, archiving and meeting management. More modules will be added to the application in 2020, including but not limited to modules on investment advice, end-to-end view and analysis of the client investment portfolio.

We facilitate everyday banking: payments and settlements – we promote state-of-the art and digital solutions. We care about the client’s safety by offering various types of insurance. We help them finance a car, holidays, pursue their dreams and passions. We teach them how to save to achieve various goals and how to save for retirement. We are present in our clients’ lives every single day – it is as simple as that.

It is our mission to help clients and facilitate everyday banking. We are effective and we simplify dealing with different things for our clients wherenever they need it – at the same time, we offer them unique experience.

 How?

We are there wherever and whenever our clients need us:

  • we invite them to comfortable meeting places,
  • we are present in shopping centres – 65 ING Express customer service points,
  • clients can call us, write us, or log into Moje ING.

We care about personalisation and unique experience:

  • we talk to our clients and recognise their needs – their plans for now and for the future. We choose solutions that are best for their unique circumstances.

We facilitate everyday banking:

  • we promote digitalisation – we educate our clients and show them how they can get their things done in an effective, fast and modern manner so that they are a step ahead in life.

The decision on the purchase of a flat or construction of a house is one of the most important decisions in the life of each person – whether we want the place for ourselves, for our children or for rental. Those are investments that we often plan and finance for years. Emotions relating to the purchase or construction of a house are often mixed with stress and uncertainty. In such moments, it is important that there is a person who will accompany the clients throughout their journey to get their own place to live.

It is our mission to support and care about our client’s matters throughout their way to achieve their dreams and get their own place to live.

How?

It does not matter whether our clients have already taken a decision, are already pursuing their dreams or have received a loan, we are able to talk to them about matters that are important for them.

  • Stage: I have a dream/ I am looking for a property – we know the local market and its characteristics, the property prices, real estate developers, etc.
  • Stage: I am Buying/ Building/ Pursuing My Dream – we have knowledge about differnt house construction systems, new technologies, local subsidy programmes and real property events, etc.
  • Stage: I live better – we know how to talk with clients and we explain them how to deal with matters related to housing, such as the agreement with the housing cooperative, utilities providers, etc.

Thanks to the development of our specialists, we were able to respond to those needs as we served our clients when they filed the application, signed the agreement, and got the funds disbursed – everything was done in one place by one specialist. In 2019, our specialists took part in workshops where they learned more about various aspects of house construction using modern technologies, about home staging or about the local real property market. We did all that to provide even better support to our clients as they are taking important life decisions.

Setting up and developing your own business is an enormous challenge. We are an innovative bank. We support people with business acumen. For many years, we have developed products and services for companies while going beyond the standard banking offer. We make it easier for enterprising people to become real entrepreneurs. We support them as they set up and develop their businesses.

We empower people to stay a step ahead in life and in business. We are confident when we tell companies they can get more clients with ING thanks to the tools we offer them.

How?

Since we know the entrepreneurs’ needs, we develop products, processes, service platforms, and models that fully satisfy those needs. We provide the same experience, and it does not matter how the clients want to bank with us.

We want to act with joy and passion, and a conviction that we truly help our clients take care of their financial future. We support our clients during major milestones in their lives, for example, when they send their children off to college, when they pursue their dreams or when they retire. We think about our clients not only here are now; we also think about them in 5, 10 or 20 years’ time. We want our specialists to be the first thing that comes to our clients’ minds when they think about banking and finance. Systematic savings by phone? Yes, we also know how to build trust and a relationship between equal partners.

It is our mission to support our clients so that they achieve their financial goals at each stage of their lives.

How?

  • We educate our clients on the savings and investment offer, and we share our knowledge on the current market environment and on the functioning of the financial market.
  • We focus on the current and future needs of our clients.
  • We support them as they actively build their financial cushion, implement short- and long-term goals and secure their financial future.
  • We expand their knowledge on the pension system and solutions available in that regard.
  • We explain the rules that govern financial instruments. We promote setting capital aside in a systematic and regular manner.
  • We embrace the expectations of Premium and Private Banking clients by offering them a dedicated offer.
  • We are a partner when discussing non-banking investments.

Sample activities

NN IP TFI taking over the management of Unit-Linked Insurance Portfolio Strategies

Portfolio Strategies are a product that the bank, acting as the insurance agent of NN Towarzystwo Ubezpieczeń na Życie, offers to Private Banking and Wealth Management clients. They comprise investment strategies in the form of insurance, with varied risk levels and investment potential, and they are a unique product on the Polish market.

The Portfolio Strategies used to be managed by the ING Brokerage Office. In order to reinforce and improve the quality of the products, and also to lower the costs for the clients, the portfolio management was entrusted to NN Investment Partners TFI, or one of the largest investment fund companies in Poland. As a member of a large international investment group, NN Investment Partners TFI has a wide access to global know-how on professional management of investment strategies.

Implementation of the Wealth Management System (WMS) supporting the work of Private Banking- and Wealth Management advisers.

The WMS application integrates all functionalities required for effective work with clients in one place. It comprises modules that allow for a comprehensive register of interactions with the client, including: a meeting calendar, archiving and meeting management. More modules will be added to the application in 2020, including but not limited to modules on investment advice, end-to-end view and analysis of the client investment portfolio.

warszawa_ing_01-2020_rk_2060 warszawa_ing_01-2020_rk_2060

Clients with disabilities

Electronic and mobile banking

We keep striving at ING Bank Śląski to propose internet banking to our customers that would be useful for all. The actions we take do not result from legal regulations.

Persons with mobility impairment may use the Moje ING transactional service (main page, menu, transaction history and transaction execution) with tabs, arrows and enter. They are supported with a blue frame around the element that is active. People with visual impairment are provided with an alternative contrast version. Users may select the view when login to Moje ING.

In 2020, we will be launching a new site to be fully suited to the WCAG requirements.

 

The Moje ING mobile application relies on a responsive version of the Moje ING system so all enhancements made to the Moje ING transactional service apply also to the mobile application.

Moje ING transactional service (main page, menu, transaction history and execution) is available for the blind with screen readers (VoiceOver for iOS and TalkBack for Android).

As a result, the application may be handled with the swipe method moving a finger on the screen without looking at it.

For several years we have been cooperating with the Widzialni Foundation. For several months now the Foundation has been analysing selected functionalities of Moje ING for compliance with the WCAG guidelines. The principles tell us what to do so that the service is available to everybody, irrespective of disability, age, device or software used. The analysis covers most popular Banking sub-pages, like transfers, main page, history.

Branches

We are striving to make our branches accessible to everyone, including those with disabilities or those who visit us with prams We design the interior to suit their needs and we eliminate barriers. We managed to accomplish the planned target and by the end of 2019 98% of our branches had no architectonic barriers at entry or were equipped with facilities to enable clients enter branches assisted by an employees – 91% of branches have no architectonic barriers, 7% of branches have barriers eased with collapsible rails and installation of paging bells (access to a branch by handicapped people requires assistance by an ING employee).

In all our branches clients have access to a sign language interpreter using the Migam application that is available on the telephones of our professionals.

Additionally, specialists assist everybody who may need it to open an account over the Internet, file a loan application or make a transfer. They also teach clients how to navigate in electronic Banking and step by step show various operations that clients can execute at home.

Educational campaigns rather than only marketing ones

As part of its marketing campaigns in 2019, our bank educated clients on savings, investments, fundamentals of environment protection or the importance of positive reviews for companies.

Savings

In January 2019, we published survey results, with more than 70% of Poles saying they had some savings. The share of respondents whose savings are lower than their three salaries was going down. Even so, more than 40% of respondent admitted that they sometimes run out of money before payday.

The results of ING survey show that the savings of Poles are growing; however, the growth rate is not fast enough to level the gap materially. Over time, the share of persons whose savings are lower than their earnings for three months will go down, and the share of people whose savings are higher than their annual earnings will go up.

The cyclic ING Finance Barometer study developed by ING Group aims to research behaviours and attitudes of consumers regarding financial issues in Poland and in the rest of the world. The survey was conducted in November 2018 in 15 countries: Poland, Austria, Belgium, Czech Republic, France, Spain, the Netherlands, Luxembourg, Germany, Romania, Turkey, the United Kingdom, Italy, the United States and Australia. A total of 14,725 respondents took part in the survey, including 1,003 from Poland.

All “ING Finance Barometer” surveys can be found on our website at:  www.ingbank.pl/barometr.

At the beginning of the year, we continued the savings campaign that we had started in 2018. We want to be vocal and we want to reach a broad audience with our message on responsible consumption and saving. That is why our efforts were a continuation of the campaign under the theme “Has possessing things become the sense of our lives?”, which had been launched on 25 December 2018.

The campaign supported a special offer on savings accounts – 2.5% per annum for 4 months from the date of setting up a savings account:

  • “Bonus for Start” – the campaign was addressed to clients who just started saving with ING;
  • ‘Bonus Open Savings Account” – on new funds deposited by clients who already save with ING.

In November, we launched an online campaign motivating Poles to put aside additional funds for their retirement. The campaign was coupled with a promotional offer, under which the bank offered a bonus for setting up and regular investments in the Individual Retirement Account. The offer “Invest in your future and get as much as PLN 200” was addressed to clients who did not have any investment funds.

Towards the end of the year, we encouraged Poles to make the best of their lives and to spend on things that matter while being more frugal on things that are less important. According to research, nearly 70% of Poles believe it is good to save money but making the best of their lives is also important. At the same time, 54% of Poles want to spend their savings on experiences rather than on more things. That observation inspired us to prepare a campaign that was slightly different from typical campaigns because it promoted keeping a balance between the desire to use life and the desire to save money. We encouraged Poles to spend a little more on things that matter, and be more frugal on things that are less important.

In January 2019, we published survey results, with more than 70% of Poles saying they had some savings. The share of respondents whose savings are lower than their three salaries was going down. Even so, more than 40% of respondent admitted that they sometimes run out of money before payday.

The results of ING survey show that the savings of Poles are growing; however, the growth rate is not fast enough to level the gap materially. Over time, the share of persons whose savings are lower than their earnings for three months will go down, and the share of people whose savings are higher than their annual earnings will go up.

The cyclic ING Finance Barometer study developed by ING Group aims to research behaviours and attitudes of consumers regarding financial issues in Poland and in the rest of the world. The survey was conducted in November 2018 in 15 countries: Poland, Austria, Belgium, Czech Republic, France, Spain, the Netherlands, Luxembourg, Germany, Romania, Turkey, the United Kingdom, Italy, the United States and Australia. A total of 14,725 respondents took part in the survey, including 1,003 from Poland.

All “ING Finance Barometer” surveys can be found on our website at:  www.ingbank.pl/barometr.

At the beginning of the year, we continued the savings campaign that we had started in 2018. We want to be vocal and we want to reach a broad audience with our message on responsible consumption and saving. That is why our efforts were a continuation of the campaign under the theme “Has possessing things become the sense of our lives?”, which had been launched on 25 December 2018.

The campaign supported a special offer on savings accounts – 2.5% per annum for 4 months from the date of setting up a savings account:

  • “Bonus for Start” – the campaign was addressed to clients who just started saving with ING;
  • ‘Bonus Open Savings Account” – on new funds deposited by clients who already save with ING.

In November, we launched an online campaign motivating Poles to put aside additional funds for their retirement. The campaign was coupled with a promotional offer, under which the bank offered a bonus for setting up and regular investments in the Individual Retirement Account. The offer “Invest in your future and get as much as PLN 200” was addressed to clients who did not have any investment funds.

Towards the end of the year, we encouraged Poles to make the best of their lives and to spend on things that matter while being more frugal on things that are less important. According to research, nearly 70% of Poles believe it is good to save money but making the best of their lives is also important. At the same time, 54% of Poles want to spend their savings on experiences rather than on more things. That observation inspired us to prepare a campaign that was slightly different from typical campaigns because it promoted keeping a balance between the desire to use life and the desire to save money. We encouraged Poles to spend a little more on things that matter, and be more frugal on things that are less important.

Good Voice for Companies

In 2019, we continued our campaign “Good Voice for Companies” and encouraged people to share their opinion on companies. Their opinions are the best advertisements for the companies since they are created by the clients themselves. “Good Voice for Companies” is a campaign during which opinions on companies submitted by Internet users are turned into songs performed by popular artists. The singer Katarzyna Nosowska who was the face of the 2019 edition performed songs and recorded video clips on 15 opinions submitted through the website at www.glosdlafirm.pl. She also encouraged radio listeners to share their good opinions during the holiday season.

We reminded users of the “Good Voice for Companies” campaign all year round, also in the social media or radio spots.

How to grow your business today and earn good money?

We support people with business acumen and we give them solutions that help them win more clients. In June, we shared practical advice on how to grow a business today and earn good money. We prepared the best pieces of advice for business people based on the presentations we recorded during the 2019 edition of the European Start-up Days for which we took main sponsorship. The advice on “How to grow your business today and earn good money” and the video materials are available at www.spolecznosc.ingbank.pl.

Volumes of receivables in the retail banking segment

As at the end of 2019, the total value of gross receivables from retail customers grew by 21.3% y/y up to PLN 55.0 billion. This means that our market share in the retail segment (understood as households) grew at the end of 2019 up to 7.2% from 6.3% a year earlier.

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Portfolio of receivables from retail customers per product (PLN billion)
Portfolio of receivables from retail customers per product (PLN billion)
Portfolio of receivables from retail customers per product (PLN billion)

We provide our retail clients with various credit facilities. Main of them are discussed below.

Mortgage loans

With mortgage loans, we help our customers fund the purchase of an apartment, construction of a house or performance of refurbishment works. In our offer, we also have a special mortgage loan for entrepreneurs and a mortgage cash loan which customers can use to pay for anything they like. In 2018, we also introduced mortgage loans with a temporary fixed (for 5 years) interest rate.

In 2019, we granted PLN 11.4 billion worth mortgage loans and mortgage cash loans in total i.e. up by as much as 33.7% y/y.

 

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Sale of mortgage loans (PLN million)
Sale of mortgage loans (PLN million)
Sale of mortgage loans (PLN million)

In that way, we were able to become second on the market in terms of new production, with the market share of 18.9% (versus 16.2% in 2018). As a result, the total amount of gross mortgage loans granted rose as at 2019 yearend to PLN 40.8 billion or by 22.2% y/y.

In 2019, the sales value of mortgage loans with temporarily fixed rates reached the value of PLN 2.9 billion and accounted for 26% of overall sales of mortgage loans.

Cash loans

We grant cash loans for any purpose – our clients do not need to present us with any sureties or property. We accept various income sources like contracts of employment, mandate contracts, contracts for specific tasks as well as pension and retirement allowances. Customers may apply for cash loans at a branch or online.

 

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Sale of cash loans (PLN million)
Sale of cash loans (PLN million)
Sale of cash loans (PLN million)

In 2019, we granted PLN 5.8 billion worth mortgage cash loans (up by 12.5% y/y). 78.0% of those loans were sold via internet channel (75.7% in 2018).

As at 2019 yearend, the portfolio of gross cash loans totalled PLN 10.8 billion (up by 19.4% y/y).

Consumer and mortgage loan prepayments

On 11 September 2019, the Court of Justice of the European Union (CJEU) passed a judgement on prepayments of consumer loans (C 383/18). In its judgement, CJEU held that the customer was to be refunded the costs incurred in connection with the loan agreement proportionately to the period by which the lending period was shortened (such as origination fee).

In connection with the judgement passed by CJEU, our Bank executes automatic refunds of the fees (without any request by clients) if the total premature repayment of the loan was made after 11 September 2019 and the refund is executed within 14 days. With respect to loans prepaid before the judgement date by CJEU, clients have to file complaints. The above refers to consumer loans granted since 18 December 2011 (effective date of the Act on consumer loans) and mortgage loans granted since 22 July 2017 to individual customers (effective date of the Act on mortgage loans). The fee is refunded as a result of a linear accounting for the fee – that is line with the interpretation of the Financial Ombudsperson and the Office of Competition and Consumer Protection.

We estimate that the annual impact of the CJEU judgement on our net interest (since the fee income is recognised with the effective interest rate in interest – in compliance with IFRS 9) is about PLN 30 million. In Q3 2019, our Bank recognised a provision for loan prepayments between 18 December 2011 and 11 September 2019 of PLN 17.1 million. Additionally, in Q4 2019 in net interest we recognised an adjustment resulting from the linear (and not effective) settlements with clients of million.

Funding for entrepreneurs

Within the retail segment, we also have an offer for entrepreneurs. We know that they do not have time to ponder over it long. They need to act fast and they should have funding on hand. This is why, the customers running business more and more frequently opt for easy funding of needs – via internet. As far as loans to entrepreneurs are concerned, 71.7% of cash loans were sold via this channel. Customers activate cash loans, credit lines or credit cards online within minutes.

As at the end of 2019, gross debt of enterprises (including housing communities) with our Bank was PLN 6.6 billion – a growth by 19.8% y/y.

Volumes of deposits of the retail Banking segment

Finally, the volume of deposits and off-balance sheet liabilities (assets in brokerage accounts and assets in TFI sold with our involvement) amounted to PLN 102.2 billion (+ 13.5% y/y) and covered primarily on-balance sheet liabilities (86%). Like in the previous years, the main liabilities to the retail customer segment covered funds in savings accounts – as at the end of 2019 the amount was PLN 63.4 billion (+9.4% y/y).

Our market share in household deposits grew by 0.2 pp up to 9.5%.

The portfolio of liabilities to the retail segment split by products (PLN billion)

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* Sine 2016, jointly with clients’ assets in brokerage accounts.

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