Cristina Rebeja-Țurcanu: “Whether you’re in Rome, Paris or London, maibank is with you”

In an interview conducted by Pavel Zingan, Cristina Rebeja-Țurcanu, Director of the maib “Tighina” Branch, talks about digitalization, maibank, and digital onboarding using an international phone number.

Cristina, I remember our interview from over two years ago very well. Back then, you spoke enthusiastically about one of your favorite sales books. What would you recommend today?

Today, I’d probably recommend something from the “young parents’ guide” category. I was on maternity leave, my first child — a baby girl — was born, and with that came an entirely new universe. I returned to the branch relatively recently, about a year ago.

That experience certainly brings a new perspective. How did you feel the changes within maib after this period?

I can say with full confidence that maib has changed significantly. The focus on customer experience has become even stronger. Processes are simpler, bureaucracy has been reduced, and interaction with the bank is much more friendly and efficient. Maib has become closer to people, while its products and services are easier to understand and use.

One of the most important developments has been the digitalization of banking services. Over the past few years, maib has consistently invested in developing the maibank app, allowing customers to handle more and more tasks directly from their phones.

What does this mean for customers living abroad?

Today, even if a customer is outside the Republic of Moldova and uses an international phone number, including numbers from the European Union or the United Kingdom, they can become a maib client through digital onboarding in maibank.

Whether they are in Rome, Paris or London, Moldovan citizens can install the maibank app, open their banking relationship and manage their accounts without visiting a branch in person.

What operations can be performed in the maibank app?

Practically all essential banking operations. Customers can:

• pay for services and utilities,
• make international payments,
• apply for and receive loans online,
• open deposits,
• order and manage bank cards.

All products available in branches are integrated into the maibank app, turning the bank into a service that is accessible anytime, anywhere.

What role will bank branches play in an increasingly digital environment?

In the coming years, branches will increasingly become advisory spaces. There will be fewer employees, but they will be better trained and able to offer personalized support to customers who need help using the app or making financial decisions.

At the same time, self-service areas will continue to develop. Cash will remain relevant, and self-service terminals will play an important role.

Customer focus is widely discussed across industries. How does maib put this into practice?

Internal culture plays a key role. At maib, every working day begins with a ritual called DAILY, implemented across the entire network.

What does this ritual involve?

DAILY is a 15-minute meeting held before the branch opens. It’s a moment when the team connects, reviews the previous day’s results, shares experiences and sets priorities for the day ahead.

Each colleague expresses their mood using an emoji, helping the team be more attentive to one another’s needs. This approach fosters empathy, accountability and a positive working atmosphere.

How long has this practice been in place at maib?

For over two years. DAILY takes place in an open and friendly environment, with a strong focus on collaboration and recognizing good results. It directly contributes to the quality of customer interactions.

So, can we say that every day at maib starts with a smile?

Absolutely. DAILY gives us energy and clarity, helping us be more attentive to one another, and this is clearly reflected in how we work with clients, both in branches and through maibank.