Section SOCIETY
TOPIC

Optima bank
Accessible Banking for All

The objective of this initiative is to create a fully accessible and inclusive banking experience for all customers, regardless of disability, ensuring universal access to products and services across both physical and digital channels, in compliance with the European and national regulatory framework. This initiative is fully aligned with the outcomes of the Group’s Double Materiality Assessment. The topic S1 – “Equal treatment and equal opportunities for all” has been identified as material for the Group, leading to the implementation of actions aimed both at improving its impact (inclusive banking experience) and at managing any related risks.

Persons with disabilities (visual, hearing, mobility and cognitive), as well as the bank’s entire customer base, which benefits from more accessible and user-friendly services.

Ongoing initiative

Optima bank has developed a comprehensive accessibility framework aimed at ensuring equal service across all customer touchpoints. In compliance with applicable legislation (Law 4994/2022 and Directive (EU) 2019/882), the bank seeks to ensure that every customer is served with respect and care, providing practical solutions and equal access to banking services, whether through digital channels or in physical branches.

Through Digital Channels (e-banking, mobile app, Optima bank trader, website, chat box, e-meetings) the bank secures access with extended transaction authentication time and provides customer support via chat and availability of remote services

In Physical Branches, Braille signage is provided along with dedicated service areas (meeting rooms) that ensure comfort and privacy, priority service and assistance by specially trained personnel

 

Accessibility per Disability Category

For persons with visual impairments

e-banking / mobile app

Secure transactions via 3D authentication with extended confirmation time (3 minutes)
Accessibility menu tool

Optima bank trader / app

Remote account opening and access credentials
Accessibility tools installed

Call center

Connection to trained representatives offering tailored guidance

Branches

Online appointment scheduling via e-meeting without physical presence
Priority service & dedicated assistance
Braille signage at entrances
Specially designed meeting rooms
Simplified transactions without need for witnesses
Clear explanations using simple language
Staff training by specialized disability organizations
Provision of documents in Braille upon request
Text-to-speech tools (in selected branches)

Websites (Optimabank.gr/ Optimaaedak.gr/ Optimaleasing.gr/ Optimafactors.gr)

WCAG compliance
Accessibility menu tools
Information and communication forms for continuous improvement
Communication form aimed at the continuous improvement of services for persons with disabilities.

For persons with hearing impairments

e-banking / mobile app

Chat support in e-banking with automated responses (Monday to Friday, 09.00- 17.00)

Optima bank trader / Optima trader app 

Remote investment account opening

Call center

Support by representatives, specialized to providing support to people with hearing impairment.

Branches

Scheduling an online meeting with the servicing branch via the e-meeting service, without the need for physical presence and with Microsoft Teams captioning enabled
Special signage at branch entrances to ensure priority service and accessibility
Specially designed service areas (meeting rooms) that ensure quietness and privacy
Priority service and continuous assistance by a dedicated service representative throughout the customer’s visit at the branch

Optimabank.gr

Provision of comprehensive information regarding the available service options
Information and communication forms for continuous improvement

For persons with mobility impairments

e-banking / mobile app 

Chat support (Monday to Friday, 09.00- 17.00)

Optima bank trader / Optima trader app

Ability to open an investment account remotely and obtain login credentials for Optima bank trader and the Optima trader app.

Call center

Assistance by representatives

Branches

The majority of branches offer full accessibility for persons with mobility impairments, as indicated in the bank’s branch network on its website
• Special signage at branch entrances to ensure priority service and accessibility
• Specially designed service areas (meeting rooms) that ensure quietness and privacy
• Priority service and continuous assistance by a dedicated service representative throughout the customer’s visit at the branch
• Easy movement within the interior spaces of most branches
• The majority of our branches feature wheelchair-accessible restrooms (PWD-accessible WC)
• Scheduling an online meeting with the servicing branch via the e-meeting service, without the need for physical presence
• Staff training provided by specialized organizations for persons with disabilities

ATMs

Majority accessible for wheelchair users

Optimabank.gr

Provision of comprehensive information regarding available service options
Communication form aimed at the continuous improvement of services for persons with disabilities

For persons with cognitive disabilities

e-banking / mobile app 

Chat support (Monday to Friday, 09.00- 17.00)
Accessibility tools

Call center
• Connection to a representative for the provision of assistance and guidance

Branches
• Scheduling an online meeting with the servicing branch via the e-meeting service, without the need for physical presence
• Special signage at branch entrances to ensure priority service and accessibility
• Specially designed service areas (meeting rooms) that ensure quietness and privacy
• Priority service and continuous assistance by a dedicated service representative throughout the customer’s visit at the branch
• Staff training provided by specialized organizations for persons with disabilities

Optimabank.gr
• Provision of comprehensive information regarding available service options
• Communication form aimed at the continuous improvement of services for persons with disabilities
• Installation of an accessibility menu tool

Furthermore, in full alignment with Accessibility legislation principles and requirements, Optima bank implemented an innovative initiative: the full redesign of its General Terms and Conditions for Banking Transactions, aiming to create a more customer-friendly experience where critical information is easier to identify, read and understand. 

This initiative forms part of a broader regulatory update, incorporating principles of plain and understandable language in line with ISO 24495-2:2025. Combined with a modern visual approach, the update emphasizes clarity, structure and user-friendly navigation, with the support of Mindre Legal Experience Design.  

The above initiatives were primarily developed and implemented by an internal project team. However, for the training of the bank’s staff with the aim of providing more effective service to persons with visual impairments—and enhancing staff readiness—the Bank collaborated with the non-profit civil company “Me Alla Matia,” which trained all employees across the branch network.

In addition, the Bank partnered with software providers for the implementation of digital solutions. In particular, a dedicated project was completed to ensure that the Bank’s websites and those of its subsidiaries comply with WCAG accessibility standards, along with the installation of accessibility menu tools across its digital channels.

Furthermore, the Bank collaborated with Mindre Legal Experience Design for the redesign of its General Terms and Conditions for Banking Transactions (GTCs) into clearer and more understandable language

Employees actively participate through specialized training and the daily support of customers with disabilities, providing personalized service across all channels.

Specifically, 82 employees from the business areas of Retail Networks, Products and Marketing, HR, Compliance, and Brokerage received a total of 242 hours of training delivered by “Me Alla Matia,” a non-profit organization dedicated to promoting inclusion and accessibility, as well as raising awareness among the general public.

For the implementation of the service framework, a cross-functional working group was established, comprising representatives from the following divisions:

  • Retail Networks / Network Support
  • Human Resources (HR)
  • Compliance
  • Legal
  • Customer Segments
  • Procurement
  • Digital Channels
  • Marketing and Communications
  • Information Technology (IT)

Greece – Optima bank network and digital services
  • Improved customer experience for persons with disabilities
  • Strengthened financial inclusion
  • Multiple service channels (digital, physical, phone)
  • Equal access to banking products and services
  • Enhanced ESG profile and social responsibility
  • Compliance with Law 4994/2022 (Directive EU 2019/882)
  • Increased customer trust and satisfaction
  • Positioning as a customer-centric organization