VÚB strengthens personal touch in digital era
18.08.2026
VÚB Bank wants to be closer to its clients during their major financial decisions. The bank is therefore developing a new model of unique financial intermediation through financial agents, which will bring clients more flexibility already this year, while maintaining the security of an established bank. This new approach to care combines personal relationships with digital solutions, complementing both mobile banking and the existing branch network.
Today, the mobile app allows clients to handle most everyday banking operations quickly and without visiting a branch. However, when it comes to decisions that will impact their finances for years to come, technology alone is often not enough. Housing, investing, or long-term financial planning require not only the right data but also an understanding of a specific person's life situation, needs, and priorities.
"Digitalization has significantly simplified daily financial management for clients. Yet, when making important decisions, they still need a partner who understands their situation, can walk them through individual options, and helps them make decisions within a broader context. We therefore see the future of banking in the connection of technology, expertise, and human touch," says Miroslav Mrázek, Director of the External Distribution Channels Management Department at VÚB Bank.
A Dedicated Person for Long-Term Financial Decisions
In this new model, the client gets a specific financial agent with whom they can build a long-term relationship. The agent can assist them flexibly, review their plans and life priorities, and guide them through financial decisions even as their situation gradually changes over time.
The biggest shift is expected in the quality and flexibility of contact. The client will gain more space for consultations, availability outside of regular branch opening hours, and a dedicated financial expert who knows their background. For more complex decisions like housing, investing, or financial planning, such a long-term relationship can be decisive.
"A client does not want to start from scratch with every financial decision and repeatedly explain their situation to a different expert. The value of a long-term relationship lies in the fact that the financial agent knows their needs, can follow up on previous conversations, and can be available more flexibly than during traditional branch contact—for instance, in a café," adds Miroslav Mrázek. At the same time, financial agents can utilize the support of the AI tool Sofia during client meetings. VÚB Bank's unique AI tool even received an award from Global Finance magazine as part of its Top Financial Innovators 2026 program.
Technology Helps, but Trust Remains Decisive
According to the bank, technology does not replace the ability to hold a meaningful conversation and build long-term trust. Especially with more complex topics, clients need an expert who can explain the options and who understands their financial plans and life priorities.
"Artificial intelligence can help financial agents better navigate client needs and work with information more efficiently. However, the quality of the proposed solution is still determined by a human's ability to listen, explain the context, and build trust. Technology and personal contact are therefore not opposites; they complement each other," explains Miroslav Mrázek.
Experience from Italian Private Banking
When developing this new model, VÚB leverages the experience of Fideuram, which, like VÚB, is part of the Intesa Sanpaolo Group. Fideuram has a tradition of over 50 years and is among the leaders in wealth management and private banking in Italy.
It is precisely this long-term relationship between the client and a specific financial expert that is one of the core principles VÚB wishes to transfer to the new way of client care in Slovakia.
"Fideuram's experience shows that a long-term, more personal relationship between a client and a financial agent can function successfully even in an environment where technology plays an increasingly large role. This is not a return to pre-digitalization banking, but a more modern and flexible way to stay close to the client," says Miroslav Mrázek.
Another Option Alongside the App and Branches
Financial agents represent an additional form of client care. They are independent entrepreneurs* who represent VÚB Bank and offer its products. The new model does not replace digital banking or the branch network; instead, it expands the ways a client can communicate with the bank.
VÚB is introducing the new financial agent model gradually throughout 2026 in a pilot phase with a selected group of financial agents. "We are starting the pilot phase with 21 agents, and we plan to reach 40 to 50 by the end of the year. These are experienced professionals sought after by clients. Thanks to the new model, they will gain greater flexibility to build long-term relationships with clients," reveals Miroslav Mrázek from VÚB Bank, adding: "Clients and their needs are not all the same. Someone might want to use most services digitally, another prefers a branch, and someone else will appreciate a more personal relationship with a specific financial agent. Modern banking should allow them to choose the method of care that best suits their situation."
VÚB Financial Agents at a Glance
- Represent exclusively VÚB Bank
- Operate as independent entrepreneurs*
- Provide an additional form of client care
Key Benefits for Clients
- Individual and long-term care
- Expert assistance with the client's financial decisions
- Availability even outside regular branch opening hours
