Opening accounts in maib and using the mobile app is now possible with European phone numbers

Interview with Sergiu Groza, Director of the Digital Platforms Department at maib

Sergiu, good afternoon. For my Telegram channel I’ve been advised to share short, catchy news updates to engage a younger audience. So, tell me right away – what’s the most interesting news from your current work?

Just before our meeting, my team and I were discussing the launch of AI-based technologies in our customer communication channels.

But I thought maib had already been using AI for some time?

That’s true, we’ve been using it for years in marketing and CRM. But now we’re bringing it to a whole new level – directly into client interactions.

To stay ahead of competitors?

That’s not the goal. What matters is surrounding our clients with maximum care. With AI, our new chatbot will help customers resolve issues without calling the contact center. It will be on a completely different level compared to the chatbot we have now.

What kind of support will clients get?

A very wide range – from technical help with the app, to payment history and advice. This is especially important for clients abroad, who previously found it difficult to call the 1313 number in Moldova.

Which languages will it support?

At the first stage, the chat will support three languages: Romanian, Russian, and English. Later, if necessary, we can expand the number of language versions. Initially, the chat will be text-based, which will make it easier to manage in the beginning. But, of course, later we will also add the option of voice communication.

That’s great news about AI. But I know we actually had another reason for this interview.

Exactly. And it’s something especially relevant now, in August. It’s a change that customers will feel immediately.

What’s the change?

We wanted to improve the experience for a big part of our clients who live abroad and don’t use Moldovan phone numbers anymore. Now, maibank can also be linked to European numbers.

So you mean it’s now possible to open an account with a European phone number, not just a Moldovan one?

Yes. We have recently launched the option to open accounts online using international numbers from the territory of the European Union. This now allows our citizens living abroad to enjoy convenient services fully equivalent to those available to clients in Moldova with a local phone number.

And can foreign citizens also open accounts this way?

No, online onboarding from abroad is available only for Moldovan citizens. They must have a valid national ID and a phone number from one of the 31 European countries. The SMS confirming various operations will be sent to that number.

When did this option become available?

Quite recently. We specifically prepared this for August because, traditionally, August is the month when a large number of our citizens return home to visit their families and take care of everyday matters, including financial ones.

While analyzing client histories, we noticed that for the month they stayed home, they would buy a Moldovan SIM card, but upon leaving the country, they would simply discard it and return to using their Italian, German, or Irish numbers. As a bank, we risked losing contact with them because if, for any reason, the app logged them out, the client no longer had the required phone number to log back in.

Ok. So now, both from abroad and while in Moldova, you can immediately open an account or maibank on a European phone number?

And not only that. You can even open it on a Moldovan number and then, online, switch the number to a European one. I want to emphasize that, for now, this applies specifically to European country phone numbers. The new feature does not yet extend to numbers from the UAE, the USA, or other countries. But since the majority of Moldovans living abroad are concentrated in Europe, we are very glad that we were able to significantly improve their ability to connect with maib without the previous limitations.

That means if I’m in Italy with an Italian number, I can make MIA transfers or open deposits with no problem?

Absolutely. And it’s not just about financial tasks – it also has a social aspect. For example, many clients abroad want to pay utility bills for family members back home, and now they can do it easily through the app, without restrictions.

Perfect. Then I already have two great updates for my channel: AI-powered chatbot and onboarding with European numbers. Really good news for your customers!