Expanding international accessibility by providing basic banking services in English at Säästöpankki Optia
Forsberg, Anni (2025)
2025
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2025111628154
https://urn.fi/URN:NBN:fi:amk-2025111628154
Tiivistelmä
The objective of this thesis is to explore how Säästöpankki Optia can expand international accessibility by providing English-language basic banking services. The research focuses on understanding the current situation from the perspective of the bank’s employees and identifying the necessary steps to ensure successful implementation. The study examines employee readiness, attitudes, and development needs related to English-language service delivery, as well as the organizational practices that support or complicate this process.
This study is qualitative in nature and aims to understand the phenomenon through the experiences and perceptions of employees working in the Everyday Banking Services Team. Data was collected through an anonymous survey, designed to collect both structured and open responses regarding language competence, confidence, and perceived challenges. The findings help to identify the areas for development in language training, materials, and processes that will support the possible transition to multilingual service delivery.
Based on the results of the survey, several areas for development were identified in Säästöpankki Optia’s transition toward providing English-language banking services. The findings revealed that while employees possess a good general command of English, the professional banking vocabulary and confidence in using it in customer service situations require further development. Respondents also emphasized the need for English-language materials, such as instructions, templates, and contracts, to support both staff and customers in daily operations.
Based on the research results of the thesis, recommendations were developed to guide the implementation of English-language services at Säästöpankki Optia. These include translating all key materials and contracts into English, ensuring that digital platforms and communication channels offer an English option, and providing targeted language and customer service training for selected employees.
The results of this research provide a clear foundation for the next steps in the bank's development, helping Säästöpankki Optia move towards greater international accessibility and improved customer experience through multilingual service provision.
This study is qualitative in nature and aims to understand the phenomenon through the experiences and perceptions of employees working in the Everyday Banking Services Team. Data was collected through an anonymous survey, designed to collect both structured and open responses regarding language competence, confidence, and perceived challenges. The findings help to identify the areas for development in language training, materials, and processes that will support the possible transition to multilingual service delivery.
Based on the results of the survey, several areas for development were identified in Säästöpankki Optia’s transition toward providing English-language banking services. The findings revealed that while employees possess a good general command of English, the professional banking vocabulary and confidence in using it in customer service situations require further development. Respondents also emphasized the need for English-language materials, such as instructions, templates, and contracts, to support both staff and customers in daily operations.
Based on the research results of the thesis, recommendations were developed to guide the implementation of English-language services at Säästöpankki Optia. These include translating all key materials and contracts into English, ensuring that digital platforms and communication channels offer an English option, and providing targeted language and customer service training for selected employees.
The results of this research provide a clear foundation for the next steps in the bank's development, helping Säästöpankki Optia move towards greater international accessibility and improved customer experience through multilingual service provision.