Customer service training with an emphasis on the financial market opens doors to first jobs and boosts professional careers
In 2024, more than 370 young people had their future boosted by the partnership between Banco Bmg – a reference in payroll loans in Brazil –, Instituto Marina e Flávio Guimarães and Instituto PROA. The training program, focused on customer service with an emphasis on the financial market, contributed to the formation of a new generation of professionals who are better prepared for the challenges of the job market and more confident in achieving their goals.
The initiative serves young people from eleven Brazilian states and promotes the inclusion of public school students – aged between 17 and 22 – in the job market. With the aim of preparing them for the challenges of the sector, the program offers a complete course that covers topics such as communication, interpersonal relationships, knowledge of financial products and services, as well as guidance for their career development.
The program consists of two levels of training: the essential track, which encourages self-knowledge and logical reasoning; and the technical track, which develops skills such as empathy, communication, customer service and experience, knowledge of service channels, regulation and introduction to the financial market, credit products, insurance and help! stores – Banco Bmg's franchise network of credit stores.
By 2025, the technical track will also include training for serving customers over 60. This new feature not only demonstrates Banco Bmg's commitment to its target audience, but also reinforces the bank's mission to promote financial inclusion and banking accessibility for all customers, regardless of age. Bmg recognizes the importance of offering specialized service to this population, which often requires special care and attention. The practice ranges from understanding the specific needs of this audience to developing communication and empathy skills, ensuring that customers feel welcomed and respected in all interactions with the bank.
“We believe that education is a means of social transformation, through which we can dream and build a better and more equal future. Our goal is to create a more inclusive and equitable job market,” says Rosana Aguiar, Executive Director of the Marina and Flávio Guimarães Institute and ESG Superintendent at Banco Bmg. “Marina and Flávio Guimarães have always believed in the transformative potential of young people and the importance of investing in their careers. That is why we partnered with PROA and, in the last two years, we have trained more than 500 young people, many of whom have already entered the job market, including positions at Banco Bmg.” she adds.
At Banco Bmg, where a large part of the customer base belongs to the Baby Boomer and X generations, it is essential that young professionals develop skills to communicate and relate effectively with these audiences. The training offered by the Marina and Flávio Guimarães Institute, in partnership with PROA, contributes to this preparation, allowing these talents to better understand the needs of customers and strengthen the bond of trust.
The results of the program demonstrate its positive impact: some of the young people who completed the training have already been hired by Banco Bmg and many are participating in selection processes at help! stores. “The program not only opens doors to the job market, but also contributes to building a more promising future for each of them,” says Andrea Milan, Director of People, Management and ESG at Banco Bmg. “The young people trained by the program arrive with a complementary vision, willing to learn and propose new solutions, driving innovation within the bank.” she adds.
About Banco Bmg
With almost a century of achievements, innovations and commitments to customers, partners and employees, Banco Bmg is one of the most traditional financial institutions in Brazil. A pioneer in offering payroll loans and recognized for its innovation and accessible solutions, Bmg provides access to credit with lower interest rates to millions of Brazilians and offers a wide range of financial products and services that cover different audiences, such as payroll loans, digital accounts, investments and insurance – always with a focus on customer experience.
The bank stands out for its combination of technology and simplicity, democratizing access to banking services and valuing human contact, whether in bank branches, in help! franchises or in the largest network of banking correspondents in the country, bringing opportunities to more than 10.5 million customers throughout Brazil.
About IMFG
The Marina and Flávio Guimarães Institute (IMFG) centralizes the social actions of the Bmg Group, which has been operating in Brazil for 94 years. Founded to drive social transformation, IMFG promotes human development and the strengthening of the communities in which it operates. In 2024, its second year of operation, the Institute benefited more than 48,000 people and supported 26 projects focused on inclusion and social development, reaffirming its commitment to generating positive and lasting impact.
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