From Words To SUSTAINABILITY REPORT 2018 - Banco Nacional
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SUSTAINABILITY REPORT 2018 From Words To
W E D R I V E C O S TA R I C A ’ S S U S TA I N A B L E P R O G R E S S
Banco Nacional de Costa Rica
Banco Nacional’s headquarters is located in San José, Costa Rica, between
streets 2 and 4, and 1rst and 3rd avenues. The bank has operations in the 7
provinces of Costa Rica.
Contact for questions about this report:
Social Responsibility Office, phone: (506) 2212-2000
Margarita Murillo Vargas, Executive / mmurillo@bncr.fi.cr www.bncr.fi.cr
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S U S TA I N A B I L I T Y R E P O R T 2 0 1 8
Introduction...................................................................................................4
Notes from the CEO................................................................................................6
INDEX Organizational Profile............................................................................................16
Ethical and Sustainable Banking.......................................................................25
A Bank for Everybody......................................................................................31
Employee Development..............................................................................33
Transforming Communities Program..........................................................38
Together We Can Achieve More....................................................................40
Financial Freedom........................................................................................42
Sustainability Advertising.............................................................................44
Green Bank......................................................................................................47
Productive Bank...............................................................................................52
Business and Institutional Banking........................................................55
Development and Retail Banking.........................................................56
BN Mujer (Women entrepreneur).............................................................61
Trust Funds for Sustainability.....................................................................64
Sustainable Value Chain..............................................................................66
Annexes............................................................................................69
GRI index.........................................................................................................81
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W E D R I V E C O S TA R I C A ’ S S U S TA I N A B L E P R O G R E S S
INTRODUCTION
Banco Nacional’s 2018 Sustainability Report corresponds to the period from January 1 to December 31, 2018. The publication of this
report has an annual periodicity.
This report was prepared in accordance with the standards of the Global Reporting Initiative (GRI), in its core option. The report
coverages the operations of Banco Nacional in Costa Rica. It includes the profile of the organization and the four dimensions of
sustainability, which in the organization have been named:
1. 2. 3. 4.
ETHICAL AND A BANK FOR PRODUCTIVE
SUSTAINABLE GREEN BANK
EVERYBODY BANK
BANKING Social Dimension Environmental Economic
The basis of the Dimension Dimension
sustainability strategy
With the presentation of this report, Banco Nacional makes public its commitments and hopes that year after year its clients,
collaborators and other strategic partners follow up on this evolution and also participate in the construction of progress with a
vision of sustainability.
Throughout the document you will find links to expand the information of the report or to have access to audiovisual material about
our programs.
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S U S TA I N A B I L I T Y R E P O R T 2 0 1 8
Dear Friends,
WE WORK TO
GENERATE It is a great satisfaction to present the first
Sustainability Report of the Banco Nacional
Nacional and are vital for the socio-economic
development of Costa Rica. The Central Bank,
VALUE FOR OUR Financial Conglomerate, designed following
international indicators of the Global Reporting
the National Production Council, the Institute
of Agrarian Development, the National Institute
STAKEHOLDERS Initiative. In it, we show the growth that the of Housing and Urban Development and the
institution has achieved in terms of sustainability, National Institute for Cooperative Development,
its achievements, failures, and the objectives that which are convincing examples of the mark left
we will have to accomplish in the next few years. by Banco Nacional along with its 105-year history.
Since its creation in 1914, the purpose of Banco These organizations originated in Banco
Nacional has been to work for the economic Nacional, as our institution aimed to satisfy
progress of the country, consolidating as a the needs of our target audiences. The work
development bank firmly committed to the is done considering the maximization of
generation of economic, social, and environmental resources and adequate risk management to
value. The Sustainability and Business Strategy avoid compromising the wellbeing of future
based on these three dimensions is the way to generations. Along the same lines, the Banco
take responsibility for the decisions and impacts Nacional conglomerate is currently working to
caused by the activities of the Conglomerate guarantee a balance between economic growth,
on the environment, society, economy, and its care for the environment, and social welfare.
public interests.
Costa Rica needs to count on a robust, stable
Ethical and transparent behavior is the starting and secure bank, but, above all, one that is
point of Sustainability, complemented by aware of the needs of our stakeholders, the
continuous improvement management, protection of the environment, an adequate and
which seeks to optimize the operation of the efficient use of our resources, the strengthening
Conglomerate. of our collaborators, and the empowerment of
micro, small and medium-sized enterprises. We
The aim is to strengthen the level of keep ethics at the heart of the business and
competitiveness of the institution, reinforcing its are committed to the country. To improve the
commitment to sustainability, while contributing quality of life of the most significant number of
to development and promoting a more people, the Banco Nacional Conglomerate will
prosperous economy in the country, leveraging strive to become Carbon Neutral by 2021 while
Message from the President of our customers and generating a multiplier effect maintaining its leadership in the financial sector.
the Board of Directors of responsible practices between collaborators,
the value chain and interest groups. Banco Nacional works for a common goal,
making Costa Rica great. Thank you very much
María Jeannette Ruiz Delgado For those unaware of the indelible mark of for your trust.
Banco Nacional, it is only necessary to take
a look at history, the best evidence of its
sustainable management. For the bank and its
triple usefulness goal, it is essential to remember
other institutions that were conceived at Banco
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W E D R I V E C O S TA R I C A ’ S S U S TA I N A B L E P R O G R E S S
WE CONTRIBUTE WITH 2018 was a very tough year for the national
financial system, with a challenging economic
PROGRESS TO COSTA RICAS’S environment for banking; however, the
SUSTAINABLE ROUT robustness of Banco Nacional allowed the
indicators to be kept at adequate levels
ensuring the stability of customers and
employees.
An effective business management generates
profits that allow responding to a demanding
economy, financing major projects, and
supporting companies and individuals that
need Banco Nacional to be present and
capable of lending. From the perspective of
sustainability called Productive Bank, this
document reports data that demonstrate
management’s commitment at all levels.
Clients comprise a very dynamic audience,
and in pursuit of responsible indebtedness
we have implemented financial education
initiatives to avoid the unwanted impacts
of inadequate money management. Banco
Nacional does not see its clients from a solely
commercial relationship perspective; the
organization is inclusive and adapts its services
to be accessible -digital applications for blind
Gustavo Vargas Fernández people and automatic tellers in indigenous
General Manager language have democratized our services.
The highest award an organization can receive
is to know that its actions generate a positive
impact, and having absolute clarity that
sustainability is the ability to be profitable,
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S U S TA I N A B I L I T Y R E P O R T 2 0 1 8
meeting current needs without compromising I am convinced that we have moved in the
the resources of future generations. In 2018 right direction to consolidate an efficient
Banco Nacional received seven awards for and responsible management for all our
making responsible and inclusive banking, stakeholders. I invite all partners and customers
through which thousands of people benefitted. to join our sustainability actions, because
that’s a relationship where everyone wins.
The route towards sustainability is drawn, and This achievement is the result of rigorous and
covers three dimensions: 1) Economic, which committed work in different areas of Banco
means that Banco Nacional promotes the Nacional.
creation of jobs and wealth to meet the needs
of the stakeholders. 2) Environmental: Takes Banco Nacional is clear about this premise,
care of institutional resources, decreases and from it we have decided to support
its carbon footprint and waste, invests in the construction of a more successful,
environmentally friendly technologies; and productive, just and responsible society. To
3) Social: Looks after its employees, human move towards this aspiration, the Board and
rights, and the most vulnerable communities General Management have defined we want
through specific programs or working with to be a preeminent bank, a bank that stands
grassroots organizations. out by offering services and products that
meet, with excellence, the financial needs of
We continue to make efforts to achieve our customers, but with a different view, a
carbon neutrality plus; we joined the country’s sustainable vision.
initiative, and we are confident that, in 2021,
we will reach the goal. Social investment
moves local economies that have been
depressed, and Banco Nacional remains a role
model in the regional economy.
The pillar of our employees is critical, and their
commitment is evident in the implementation
of actions, from the development of innovative
technology products, credit counseling
and the safeguarding of securities and
efficiency, but also the volunteer hours that
have transcended the operation. I sincerely
appreciate this effort.
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W E D R I V E C O S TA R I C A ’ S S U S TA I N A B L E P R O G R E S S
THE ACCOMPLISHED PROGRESS ALONG
105 YEARS OF HISTORY
Banco Nacional of Costa Rica (BNCR) was established by Executive BN FONDOS (Investment Funds):
Decree No. 16 on October 9, 1914, during the beginning of the It was founded on April 29, 1998, in order to manage
First World War. Faced with the threat of decreased exports investment funds registered with the General Superintendence
in the country, the government began to stimulate domestic of Securities (SUGEVAL). It is authorized by the National Council
demand by putting cash in the hands of Costa Rican families, of Supervision of the Financial System at meeting 61-99, held
but currency emission was in the hands of private banks. on December 17, 1998.
Therefore, then President of the Republic, Alfredo González
Flores, decided to create the first state bank under the name BN VITAL (Pension Funds):
Banco Internacional de Costa Rica (International Bank of Costa In 1993, Banco Nacional of Costa Rica launched a “trust” for
Rica). In 1936, a decree transformed it into the International voluntary pensions called BN VITAL. It was established in 1998
Bank, It had three departments: Issuer, Commercial and as BN Vital Operadora de Pensiones Complementarias Sociedad
Mortgage. It was then that the institution changed its name Anónima.
to Banco Nacional de Costa Rica (National Bank of Costa Rica). BN CORREDORA DE SEGUROS
(Insurance Broker):
Banco Nacional is subject to the Law on Government, in It began operations in October 2009, authorized by the General
accordance with Articles 188 and 189 of the Constitution. Its Superintendence of Insurance (SUGESE) under license number
legal and material endeavors as a commercial bank are defined SC-09-102.
by the Organic Law of Banco Nacionaling System, No. 1644, of
September 26, 1953. Banco Nacional
(National Bank):
With 105 years of experience, Banco Nacional and its 5294
employees currently serve over 2 million customers in locations BN Valores:
across the country, including 4 subsidiaries: https://www.bnvalores.com
Websites
of Banco BN Fondos:
Nacional and www.bnfondos.com
BN VALORES (Securities): its subsidiaries
It was incorporated as a limited company in 1998. It is a founding BN Vital:
member and concessionaire of the National Stock Exchange for http://www.bnvital.com
over 40 years.
BN Corredora de Seguros:
https://www.bncr.fi.cr/CorredoraSeguros
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S U S TA I N A B I L I T Y R E P O R T 2 0 1 8
OUR STRATEGY
MISSION: VISION: VALUES:
Improve the quality of life of the To be the country’s Integrity, creativity,
largest possible number of people, best bank in terms perseverance, teamwork,
offering financial services of customer service. service quality.
with excellence that foster
sustainable wealth creation.
ASPIRATION:
Be the preeminent Bank of Costa Rica, strengthening their critical role in the development and welfare of
the country, with a significant boost to profitability, by offering customers superior service at a price in line
with the market and with exemplary organizational health and financial strength.
I II III IV V
Change Drive Improve Operate as Grow with a
the business mix productivity customer an integrated sense of social
(products and and efficiency experience conglomerate responsibility
segments) through digital
leadership
RETAIL CORPORATE DEVELOPMEN ORGANIZATIONAL FINANCIAL SUPPORT
BANKING AND BANKING SUBSIDIARY HEALTH SOUNDNESS FUNCTIONS
ENTERPRISE
BANKING
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W E D R I V E C O S TA R I C A ’ S S U S TA I N A B L E P R O G R E S S
WE ARE ALL OVER NATIONAL TERRITORY
Banco Nacional has a network of 173 branches
and over 400 ATMs located throughout
the country. There are 1,200 commercial
establishments affiliated to the BN Services 2
system, providing over 200 payment options 1 3
with public and private companies. This
system also offers the possibility of making
cash withdrawals, card payments, and credit 4
operations.
5
8
GEOGRAPHICAL BREAKDOWN
9 10 6
1 Liberia Commercial Zone: Offices 19
11
2 Ciudad Quesada Commercial Area: Offices 15
7
3 Alajuela Commercial Area: Offices 12
4 Heredia Commercial Area: Offices 14 8 Puntarenas Commercial Area: Offices 13
5 Limon Commercial Area: Offices 12 9 Eastern Commercial Area: Offices
6 Cartago Commercial Area: Offices 20 10 Central Commercial Area: Offices 1
7 Perez Zeledon Commercial Area: Offices 15 11 Western Commercial Area: Offices 20
SUBSIDIARIES
Banco Nacional owns 100% of the shares of BN Valores (Stock Banco Nacional has a 49% stake in the International Bank
Brokerage), BN-Vital (Pension Fund Operator), BN-SAFI (Investment of Costa Rica Limited (BICSA), a company located in the
Funds) and BN Corredora de Seguros (Insurance Broker). Republic of Panama.
10 Office locations: https://www.bncr.fi.cr/Documents/Sucursales%20BN.pdfS U S TA I N A B I L I T Y R E P O R T 2 0 1 8
PRODUCTS OFFERED BY BANCO NACIONAL
PRODUCTS SERVICES
BN Derivatives BN Savings Credit
BN Internet Banking BN Scheduled Savings
BN Corporate Internet Banking BN Connectivity SERVICES AND
BN Mobile Banking BN Custody PRODUCTS
BN Corporate Mobile BN Education OFFERED
BY BANCO
BN PAR (Scheduled Payments) BN Earn more NACIONAL
BN Integrated Custody Services BN Mortgage
Banco Nacional has a list
Night mailbox BN Solutions of sustainable (green)
Security boxes BN Vehicles products and services,
Credit letters Balance Purchase which are detailed in
Fit Deadlines Growth Fund the Banco Verde (Green
Check Certification Checking account Bank) section of this
CDP Time Deposit Certificate Classic e-account report.
International bank check Salary e-account
Cashier’s Check Smart Account
Collections Money fund
E-commerce Trust
ATM Deposits Deposit fund
Digital signature Demand Investment fund
International Warranties Demand investments at agreed rate
Inter-currency Redifund
Pension payments of the US Government Self-issued insurance
Preparation, transport and delivery of remittances at the customer’s home Super fund
Receipt of check deposits from banks domiciled abroad Super fund plus
Remittances abroad Credit Cards
BN PAS (Automatic Payment of Wages) Debt Unification
Deposit collection service at the customer’s home
Withdrawal service from PayPal accounts
Quick Pass Service
SWIFT Service
Transfer Check
ATM Transfers
International transfers
SINPE Transfers 11W E D R I V E C O S TA R I C A ’ S S U S TA I N A B L E P R O G R E S S
BOARD OF DIRECTORS OPERATION
From left to right:
Marvin Arias Aguilar,
Rodolfo González Cuadra,
Víctor Hugo Carranza Salazar,
Mario Carazo Zeledón,
Ana Isabel Solano Brenes,
Jeannette Ruiz Delgado,
Ruth Alfaro Jara
According to the provisions of the Organic Law of National Banking System (Law No. 1644), state commercial banks -and, therefore, Banco
Nacional- operating under the direction of a Board of Directors composed of seven members appointed by the Governing Council . The period of
work of this Board is eight years, period in which the President of the Board of Directors may not hold any executive position within the Banco
Nacional de Costa Rica conglomerate.
12S U S TA I N A B I L I T Y R E P O R T 2 0 1 8
The General Board is constantly monitoring processes regarding
The committees in which the members of the Board participate the timely and appropriate care given to actions designed
in are: to influence the development of the country, through the
knowledge and approval of reports, like the following:
• Corporate Audit Committee
• Corporate Compliance Committee • Presentation on advancing the strategy of the Directorate
• Compensation, Nomination and Governance Committee of of Social Responsibility.
Banco Nacional Conglomerate. • Financial report on overall and economic performance
• Corporate Risk Committee • Comprehensive Risk Assessment Report and Statement
• Special Committee on Budget Analysis of Placements
• Evaluation report of the Strategic Plan
Documents that guide the Board • Verbal report on Minae’s recognition for the Bank’s
environmental management and environmentally
• Code of Conduct and Ethics of Banco Nacional Conglomerate sustainable strategies.
(includes regulations for conflicts of interest) • Report on resource placement results of the Development
• Corporate Governance Code. Banking System.
• Article 38 regulates the Corporate Governance and Conflicts • Document: We drive the sustainable progress of CR
of Interest policies.
• The Organic Law of National Banking System (Article 32 In 2018, issues related to the macroeconomic environment
details the issue of conflicts of interest) of the country were dealt with. The Bank supported the
Government, as far as possible, to funds its liquidity needs.
The General Board is responsible for the approval of purpose, Also, work was done to promote credit growth, despite the
mission, values, strategies, and policies, and the organization’s difficult economic situation, which was intended to achieve
objectives relating to economic, environmental and social impacts, economic recovery.
as appropriate, according to proposals presented by management.
Members of the Board of Directors
• Mrs. Jeannette Ruiz Delgado. President
• Mrs. Ruth Alfaro Jara, Vice-president
• Mr. Rodolfo González Cuadra, Secretary
• Mr. Marvin Arias Aguilar. Director
More information on our Board of Directors in the Transparency Portal:
• Mr. Mario Carazo Zeledón. Director
https://www.bncr.fi.cr/transparencia/Paginas/Junta-Directiva.aspx
• Mr. Víctor Hugo Carranza Salazar, Director
• Mrs. Ana Isabel Solano Brenes. Director
13W E D R I V E C O S TA R I C A ’ S S U S TA I N A B L E P R O G R E S S
CORPORATE GOVERNANCE STRUCTURE
General Board of Directors Representation on the BICSA
(Shareholders Assembly) General Board
Internal Audit External Audit
Support Committees Subsidiary Boards of
Directors
Corporate Committees
Nomination and
External Audit Internal Audit
Audit Committee Compensation
Committee
Risk Committee
Compliance
Committee
BN General Management Management
BN BN BN BN
Fondos Vital Valores Corredora
Seguros
The annual reports of Corporate Governance and committees, as well as the Corporate
Governance Code, are available on the Transparency Portal at Banco Nacional’s website.
https://www.bncr.fi.cr/transparencia/Paginas/GobiernoCorporativo.aspx
14S U S TA I N A B I L I T Y R E P O R T 2 0 1 8
PARTNERSHIPS
Member of:
• Costa Rican Banking Association
• Chamber of Banks of Costa Rica.
• National Advisory Council on Social Responsibility
• National Partnership for Development
• Latin American Association of Development Financing
Institutions (ALIDE) • Chamber of Investment Funds (CAFI)
• Latin American Banking Federation (FELABAN)
Partnerships:
• Development Banking
• Central American Bank for Economic Integration (CABEI)
• Claro
• National Council on Indigenous Affairs • Costa Rican Association of Pension Operators (ACOP)
• National Council of People with Disabilities (CONAPDIS) • International Federation of Pension Fund Administrators (FIAP)
• National Directorate of Community Development (DINADECO)
• Ecolones
• National Forestry Financing Fund (FONAFIFO)
• Environmental Bank Foundation (FUNBAM)
• Dehvi Foundation
• Omar Dengo Foundation
• Government of Costa Rica
• Water and Sewage Institute (AyA) • Costa Rican Chamber of Industries
• National Women’s Institute (INAMU)
• Ministry Of Environment And Energy (MINAE)
• Ministry of Science & Technology (MICIT)
• Ministry of Economy, Industry and Trade (MEIC)
• Ministry of Education (MEP)
• Ministry of the Presidency
• Ministry of Labor and Social Security (MTSS)
• United Nations • BN Sociedad Corredora de Seguros S.A. is incorporated into the
• OMIN Chamber of Insurance Intermediaries Costa Rica.
• Foreign Trade Promotion Office (COMEX).
• University of Costa Rica
• Universidad Latina
15WE FORGE SUSTAINABLE PROGRESS
S U S TA I N A B I L I T Y R E P O R T 2 0 1 8
SUSTAINABILITY STRATEGY OF BANCO NACIONAL
In 2008, the Bank incorporated the triple dimension vision (social, the sustainability of Banco Nacional, considering a materiality
environmental, and economic) in their management, and since analysis, stakeholder consultations, and commitment with the
2016 this vision at a strategic level was formalized by establishing Sustainable Development Goals and country targets.
growth with a sense of social responsibility as the fifth pillar of
organizational strategy . A cross-cutting axis of Ethical, Sustainable Bank was defined, with
three dimensions: Productive Bank, Green Bank, and A Bank for
From this guideline, in 2017 the strategy was established regarding Everybody.
8 Material Issues
A committed bank BN SUSTAINABILITY POLICY
2018-2021 Strategic Sustainability Plan
Banco Nacional Conglomerate
is committed to economic,
social and environmental
development, adopting the
best practices of sustainability
in its strategy, value chain and
GREEN BANK PRODUCTIVE BANK A BANK FOR EVERYBODY immediate environment, in
line with the country initiatives
Sustainable Employees: (approved at Bard meeting
1 Eco-efficiency :
Incorporation in 100% of the 3 Growth:
Guarantee it. 6 Strike a balance between
work life and personal life.
No. 12.190 of September 11,
2017).
conglomerate and
environmentally efficient
services.
4 Customers:
Enhance their experience
Education,
2
Sustainable products
and services 7 financial inclusion
and social investment:
Development of products, Supply chain: Promote banking
services and processes
that are environmentally
5 Add best practices penetration and social
investment.
conscious
Ethical and Sustainable Banking
17W E D R I V E C O S TA R I C A ’ S S U S TA I N A B L E P R O G R E S S
OUR SUSTAINABLE PROGRESS IN 2018
To promote the advancement of the sustainability strategy, a management Responsibility for meeting the goals is distributed across different areas
model consisting of 63 indicators and targets has been established to of the organization, ensuring the cross-cutting aspect of the sustainability
measure, every month, the performance of Banco Nacional in each of the strategy.
material issues.
The following chart shows the fulfillment of the goals set for 2018:
PRODUCTIVE BANK GREEN BANK A BANK FOR EVERYBODY Ethical and sustainable BANK
97.8% 100.0% 94.3% 98.0%
95.3% 98.0% 100.0% 100.0% 100.0% 89.9% 99.6% 98.0%
SUSTAINABLE FINANCIAL CORPORATE
CLIENTS SUPPLY CHAIN ECO-EFFICIENCY BN ECOBANKING COLABORADORES INCLUSION AND GOVERNANCE
GROWTH EDUCATION
96.9% 98.4% 98.4% 100.0% 100.0% 100.0% 100.0% 95.0%
Financial management Digital transformation Purchases with Water consumption Financial products that Work conditions Investment for Development Act as a conglomerate
95.7% 100.0% sustainability criteria promote environmental 100.0% 97.1%
Productivity Information - Environmental impacts 100.0% protection
on purchases Fuel consumption Social dialogue Financial solutions 100.0%
and efficiency to consumers and fair for women (Women's Banking)
marketing practices 98.4%
100.0% Ethics
100.0% 100.0% 100.0%
Fair Competition 95.6% Promoting social Power consumption Professional
Development Financial Education 100.0%
Customer Experience responsibility Corporate
100.0% in SME suppliers 100.0% 100.0% 100.0%
100.0% and customers Financial inclusion
Analysis of social and Paper consumption On-the-job Training 100.0%
environmental risk in Data security and 99.4%
consumer privacy 100.0% 100.0% Operational Risks that
credit and investment Inclusion and accessibility
operations Renewable Energy Employee well-being to the services for people affect sustainability
96.1% 100.0% with disabilities
100.0% 95.0%
Support for SMEs Waste Management Work from home 100.0%
and ventures 100.0% Corporate volunteering
Program for community program
100.0% Occupational health ventures
Climate change and safety
mitigation 100.0%
100.0%
Financial support and
Respect for human solutions for women
rights and in poverty
non-discrimination 100.0%
0.0% Financial support and
Due process and solutions for
performance indigenous populations
evaluation 100.0%
Financial support
and solutions for
youth and children
Note: In Bank for Everyone, the indicator “Due process and performance evaluation” has a score of zero because there is the model and referenced incentive, but on the reporting
date the annual reviews were still closing.
In early 2019, an update of the Institutional Strategic Plan was made, ratifying the fifth strategic objective of growth with sustainability, which Banco
18 Nacional maintains and strengthens its commitment to economic, social and environmental development of Costa Rica, with a view to the targets
for 2021 and in accordance with the National Development Plan.S U S TA I N A B I L I T Y R E P O R T 2 0 1 8
RISK MANAGEMENT WITH A SUSTAINABILITY VISION
Banco Nacional has a comprehensive management process, • Institutional processes in which these risks could cause
categorizing risks as follows: impairment were identified.
• SR as a specialized area managed, with each process,
guidelines, internal rules, guidelines, and tools, among
others, to address these risks.
Financial Non-Financial Cross-cutting • The Directorate of Operational Risk updated the process risk
mapping included in the 2018 operating plan.
Market Operating (legal Strategic
(rates, prices, and information Methodologically speaking, if after the analysis the risks are not
exchange rate) technology) of a high correlative evaluation, the design of a control activity
will not be required. More recently, there is an improvement
Credit Reputational Capital in the risk mapping methodology to incorporate the criteria of
impact, eventual effects on institutional image regarding social
Liquidity responsibility and sustainability topics, which would give a more
cross-cutting coverage to the analysis.
The Bank’s precautionary approach in managing risks includes:
All the risks mentioned in the table above have economic and
social impact, given the driving role the BNCR plays regarding • Process Governance: clear delineation of lines of defense
development in the country. In addition, proper risk management • Risk appetite statement: the Board defines the risk appetite
at the BNCR contributes to the stability of the financial system, that wants to take in pursuit of the objectives of the
because of its systemic importance. organization.
• Continuous risk monitoring: periodic risk measurement is
With respect to the portfolio of sustainability risks, the area of performed, comparing the profile with the limits approved
Social Responsibility and the Risk and Internal Control Directorates by the Board, with results reported to the Risk Committee
defined a methodology for identifying the risks associated with the and Board of Directors.
topic of sustainability. The SR area as a specialized technical area
defines the specific guidelines to affected process owners for the In this process, the existence of a strong risk culture that allows
adequate management of the identified risks. deep understanding of the exposures of the organization is
essential for risk elements to be present in decision-making at all
The process of identifying and monitoring Social Responsibility levels of the organization.
in coordination with Risk Management is based on the following
aspects:
• The baseline on the portfolio of the 10 BNCR sustainability
risks was defined together with the Social Responsibility
Directorate.
19W E D R I V E C O S TA R I C A ’ S S U S TA I N A B L E P R O G R E S S
THE 10 SUSTAINABILITY RISKS MANAGED BY BANCO
NACIONAL OPERATIONAL AREAS:
1 2 3 4 5
Inefficient or Practices that do not Lack of interaction Non-compliance Non-compliance
inappropriate use of promote channels with with international with laws and
resources from fair opportunities stakeholders human rights regulations
the perspective of for minority groups standards regarding
sustainability to hold positions competition
at all levels of the aspects
organization
6
Lack of adequate
7
Consumers not
8
Non-compliance
9
Providers performing
10
Not taking
and efficient support educated about the with legal guidelines practices against measures to reduce
and advice systems proper use of the relating to the sustainability pollution within its
to consumers (after- financial products environment (technologies, control influence
sales service) they acquire processes, (recoverable waste
relationships with management,
their employees and consumption of
BN customers) paper, ink, water
and electricity)
The team (Social Responsibility and Operational Risk Management directorates) made the decision to initiate the full assessment
of the portfolio starting in 2018.
Sustainability risk analysis and management apply to the entire Banco Nacional Conglomerate.
The Annual Risk Report of Banco Nacional can be found at:
https://www.bncr.fi.cr/BNCR/Transparencia/InformeAnualRiesgo.aspx
20S U S TA I N A B I L I T Y R E P O R T 2 0 1 8
WE BUILD PROGRESS WITH THEM
As part of its
STAKEHOLDERS Sustainability
Strategy, and
considering the
challenges of the
country, Banco
Nacional has identified
the following priority
segments in
Press Clients Providers Employees Allies That will focus their
of funds programs:
Written press, Corporations and Development Union and State-owned
Radio stations and institutions, large, Banking (FINADE), staff associations, enterprises,
Television medium and small IMAS (FIDEIMAS), seasonal personnel private
businesses, preferential IDB, CABEI, KFW. and permanent companies, and
customers (individuals), staff. non-governmental BN SOStenibilidad
and mass customers. organizations.
Elderly
Youth and
Children
Indigenous
Population
Employees
Communities Suppliers Regulatory
Government Competition People with
bodies disabilities
Immediate Strategic, critical, SUGEF, SUGESE, Central Government State-owned banks, Women and
community, basic and SUGEVAL, SUPEN, Legislative Assembly private banks and women living
surrounding towns replaceable. Central Bank and Ministries cooperatives. in poverty
and public opinion.
21W E D R I V E C O S TA R I C A ’ S S U S TA I N A B L E P R O G R E S S
AWARDS AND HONORS
Costa Rica Incluye (Costa Rica Includes)
Banco Nacional is aware that disability is not a matter of others, nor The prizes awarded are:
of a few. We must all get involved to understand that what we have
in mankind are differently abled people. The commitment to this • Inclusive hiring
understanding, translated into action, is made public and sealed • Accessibility in new and remodeled physical
with the awards given by the Costa Rica Includes program to Banco spaces
Nacional in seven different categories for its implementation of best • Access to websites
practices in social and workplace inclusion. • Inclusive customer service
• Accessible products
Among the Bank’s best inclusion practices, the activities called BN • Community and inclusion
Dialogues with people with disabilities are highlighted. Officials from • Inclusive journalism
Social Responsibility and Institutional Relations developed dynamic
meetings to obtain feedback on experiences and expectations with
specific customers, visually impaired persons and even athletes,
with the aim to meet and respond to the demands of these groups.
In addition, of note were the information campaigns and
communication actions seeking to promote the rights of persons
with disabilities, to dignify their image, demystifying beliefs about
disability and promoting social and workplace inclusion.
The distinction of Costa Rica Includes is promoted by the Office of the
Second Vice-President, the Business Alliance for Development (AED),
the Ministry of Labor and Social Security (MLSS), and the National
Council of Persons with Disabilities (CONAPDIS), in partnership
with the United Nations Program for Development (UNDP) and the
International Labor Organization (ILO).
22S U S TA I N A B I L I T Y R E P O R T 2 0 1 8
• Blue Flag award with • Environmental Blue Flag • Environmental Blue Flag • ISO 9001:2015 Certification
distinction of an additional with five stars and a green Program, Climate Change on Quality Management
star. star, the highest honor plus four stars. Systems. Requirements
• Awards from the NATIONAL awarded for the category. • It also earned score over • G30:2008 Certification
INSURANCE INSTITUTE • ISO 14001:2015 Certification 90 in the Institutional National standard on
for first place in premium of the Environmental Environmental Management principles for investment
growth in 2017 in General Management System, ISO Program of MINAE. and management of
Insurance and Labor Risk 9001:2015 of the Quality • Recognition from the operational and financial
Insurance, first place in Management System, and National Power and risks of the funds managed
greatest production of Carbon Neutral since 2014. Light Company for its by entities regulated by
Commercial Insurance in • With the new version of commitment to energy the Superintendence of
2017, and second place in the “Carbon Neutrality saving. Pensions. Requirements.
greatest total production in 2.0” Country program, • BN Valores was recertified in • INTE B5:2016 certification
2017. BN Fondos obtained the ISO 9001-2015 for its Quality on Standard to demonstrate
• Award from ASSA maximum category, called Management System. • Carbon Neutrality.
COMPAÑÍA DE SEGUROS “Carbon Neutral Plus”. Requirements
SA, for second place in • Energy Efficiency Award • Environmental Blue Flag
LIONS TO EXCELLENCE 2017, from the CNFL for efforts to Program, Climate Change
BUSINESS. make virtual communities, category.
• Award by MAPFRE to CNFL neighbors and • Great Place to Work
BN Corredora (broker), technical services. Certification.
PLATINUM CLOVER
FOR EXCELLENCE IN
PERFORMANCE 2017.
• Recognition by the National
Power and Light Company
(CNFL) for Energy Efficiency.
23W E D R I V E C O S TA R I C A ’ S S U S TA I N A B L E P R O G R E S S
OUR COMMITMENT TO SDGS
The sustainability agenda of Banco Nacional is aligned with the global for each of the 17 SDGs; however, it has prioritized its work on the
aspirations set out in the Sustainable Development Goals (SDGs). following goals, considering their impacts and the opportunities
provided by its line of business, to make a significant contribution to
The Bank has programs that have an impact on specific objectives these challenges.
The annexes to this report provide details about our contribution to the SDGs, broken down by target.
24S U S TA I N A B I L I T Y R E P O R T 2 0 1 8
25W E D R I V E C O S TA R I C A ’ S S U S TA I N A B L E P R O G R E S S
ETHICS AS A CROSS-CUTTING AXIS
According to Article 13 of the Code of Corporate ETHICS MANAGEMENT PROCESS
Governance, the Financial Conglomerate of Banco
Nacional de Costa Rica is committed to both sustainable
development, the comprehensive well-being of the Corporate
Periodic
country, and of their employees, by applying the Compliance
Revision and
highest ethical and behavior standards in each of its Committee
activities.
1 Updating of the
Code of Ethics
To achieve this goal, Banco Nacional has a Code of
Conduct and Ethics which aims to:
General Board of
• Facilitate formal communication, stating expected Adoption Directors and Boards
behaviors that its employees must show in of the Code of Directors of
2
Subsidiaries
accordance with the organization’s values, ethical and start its
principles, strategic corporate plan, and the laws implementation
that govern Banco Nacional.
• Define guidelines on the expected relationship Directorate Human
regarding each of the stakeholders (employees, Communication and Occupational
Health
heads, suppliers, customers, community, and Training
government and regulatory bodies, among others)
as well as its commitment to the environment. 3 Implementation of
Mechanisms
for control
It is mandatory for members of the steering and
management bodies of Banco Nacional Financial
Conglomerate. The Conglomerate’s staff is required Monitoring
to know and comply with the Code and must facilitate Conglomerate Heads
compliance
its implementation, including the report of any known
infringement. 4 with the Code
They are responsible for implementing and maintaining the Code of Conduct and Ethics, and include: Article 14 of the Corporate Governance
Code, and section 1.4 of the Code of Conduct and Ethics.
26S U S TA I N A B I L I T Y R E P O R T 2 0 1 8
Respect for
individual
dignity and
their inherent
rights
Equitable
Loyalty respect for all
people and their
diversity
ETHICAL
Correct use of PRINCIPLES
powers and OF BANCO
authorization NACIONAL Law compliance
OF COSTA
RICA
Responsibility
duty Professional
Objectivity
Honesty
The Code of Conduct is available at https://www.bncr.fi.cr/transparencia/Paginas/Gente-BN.aspx
This document was updated and approved by the General Board of Directors session 12.205 held on December 4, 2017.
27W E D R I V E C O S TA R I C A ’ S S U S TA I N A B L E P R O G R E S S
TOOLS AND CHANNELS OF BANCO NACIONAL
TO GUARANTEE ETHICAL AND LAWFUL
CONDUCT:
MANAGEMENT TOOL FOR OPENING
INVESTIGATIONS:
This may include requests to investigate regarding ethical matters, various management levels in the organization in different aspects,
unlawful conduct and regulatory breaches. The final result, including ethics and integrity, as well as to provide answers to
which is established in procedural framework, is an input with customer questions or incidents that are submitted.
recommendations for managing the opening of administrative or
criminal proceedings, and recommendations to the organization’s
management in order to mitigate risks or future events. Meanwhile,
the tool shows open information content for the internal public on
different topics, including those related to ethics and integrity. This SERVICE COMPTROLLER:
tool is managed by the risk area.
In response to the provisions of Law No. 9158 “Law Regulating
the National System of Service Comptrollers” in accordance with
Law No. 9097 “Law Regulating the Right of Petition”, the Service
Comptroller is established as a communication mechanism
CONFIDENTIAL REPORTS TOOL: between the Bank, customers, and any person using the services of
Banco Nacional Conglomerate. Various mechanisms and channels
Access mechanism for all institution personnel. Its main function have been created for reporting any unethical and / or illegal
is to file complaints of illegal or fraudulent conduct, with the conduct, including: social networks, e-mail, phone calls, contact
guarantee of absolute confidentiality of whoever complains, center, and the institution’s internet home page. Also, customers
because the tool itself does not display information about the can make their complaints in person at different bank branches, at
complainant. Once the report is made, by procedure it has a set the main office of the Service Comptroller, the Ombudsman Office,
time to be solved. and the General Superintendence of Financial Institutions.
E-MAIL:
It can be used both by officials and customers to file complaints
about irregular acts in Banco Nacional. Also, by specialized bodies
internalized to provide advice and recommendations to the
28S U S TA I N A B I L I T Y R E P O R T 2 0 1 8
OFFICES EVALUATED DURING 2018
Banco Nacional performs evaluations on the controls implemented by the The following table shows the number and percentage of offices where
offices to ensure proper use of resources and to comply with Law 82-04 (“Law risk assessments related to corruption were performed, and how many
on narcotics, psychotropic substances, illegal drugs, money laundering, significant risks have been detected.
related activities and financing of terrorism”.
# Processes % of
# Processes with risks processes Relevant
Visit Type Scheduled Completed Progress evaluated with Risks
classified as classified as Risks
65
in 2018 Internal Fraud Internal Fraud
Tier 1: Support 67 97%
Tier 2: Support and 63 51 81% 24 11 45.83% 17
Evaluation
Note: Significant risks are those whose residual risk assessment is equal to or greater
Tier 3: Support, 10 20 200% than 12. Both cases according to the internal methodology of Banco Nacional, justified
assessment and in AN01-PR225GR02.
diagnosis
Special Reports 6 6 100%
29W E D R I V E C O S TA R I C A ’ S S U S TA I N A B L E P R O G R E S S
NATIONAL TRANSPARENCY NETWORK
Banco Nacional is the first and only bank in national banking system The ITSP (Index on transparency in the public sector) score for
to join the Institutional Transparency Network, an initiative promoted Banco Nacional improved in 2018. This is a sign of more transparent
by the Ombudsman Office of Costa Rica. The objective of this network management that involves the entire conglomerate, considering that
is to strengthen the accountability of public institutions and ensure transparency is an essential element in the accountability process,
the human and constitutional right of access to information. In 2018, which strengthens the credibility of organizations, improves efficiency,
Banco Nacional strengthened its transparency portal in compliance and contributes to better markets performance.
with the guidelines established by the Institutional Transparency
Network, Regulatory Entities, and the provisions of the Code of
Corporate Governance.
NOTA 2016 2017 2018
29,02 42,3 45,1
According to the
Sustainability Enhances the
The Transparency Strategy, the Improved ITSP Banco Nacional was potential of the
Portal was Transparency Portal score the first bank to join public value the Bank
strengthened responds to the network is called to generate
public policies on
Accountability
Transparency Portal: https://www.bncr.fi.cr/BNCR/Transparencia/Intro.aspx
30S U S TA I N A B I L I T Y R E P O R T 2 0 1 8
31W E D R I V E C O S TA R I C A ’ S S U S TA I N A B L E P R O G R E S S
INTERNAL SOCIAL DIMENSION
OUR WORK TEAM
2017 2018 %2018
2918 2780 52.51%
5294 EMPLOYEES
2521 2517 47.54%
All over the country TOTAL 5439 5294 100.00%
PERSONNEL BY GENDER AND AND JOB CLASSIFICATION NUMBER OF EMPLOYEES
TOTAL EMPLOYEES 47%
53% TOTAL
SUPERIOR AUDIT AND
TRUST REGIME 20% 2018
80% 2018
BN Corredora de 41 48 89
48% Seguros S.A.
TECHNICIAN
52% BN Fondos 39 41 80
EXECUTIVE 23% BN Vital 96 74 170
77%
33% BN Valores 36 33 69
EXECUTIVE
MANAGEMENT 67%
ADMINISTRATIVE 53%
47% NEW
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% HIRINGS
2017 2018
259 212
99% of employees are covered by the collective agreement.
66% of senior executives hired come from the local community.
32S U S TA I N A B I L I T Y R E P O R T 2 0 1 8
EMPLOYEE DEVELOPMENT
I’M BN
People with quality
of life, who care for
physical, mental and
emotional well-being,
to be happy and
have high job
Celebrate performance.
Your
People motivated Future
and proud of their People identified
achievements, and committed with
working with passion their desire to make
to achieve a difference from
ENGÁNCHATE PROGRAM extraordinary their new job.
results.
ENGÁNCHATE is Banco Nacional’s strategy to recognize the value
of people and their work, promote a healthy work environment,
and increase motivation, satisfaction, and employee performance. Key To Breaking
ENGÁNCHATE is developed around 5 axes fully addressing the Success the Mold
personnel development of the Conglomerate. People with the People open to
desire to learn and change, creative and
grow, who visualize innovative, ready to
and take advantage reinvent themselves
of opportunities and find new ways
at a personal and of doing
professional things.
level.
33W E D R I V E C O S TA R I C A ’ S S U S TA I N A B L E P R O G R E S S
INTEGRATION OF PEOPLE WITH DISABILITIES DRIVING OUR TALENT
The Talent program has the objective of providing the Bank
There are currently 45 persons with disabilities working at Banco with a high-potential talent base to ensure the business’s
Nacional, which represents 0.5% of total payroll: continuity and effectiveness over time.
TYPE OF DISABILITY NUMBER
2017 2018 NUMBER OF PARTICIPANTS FOR 2018:
Hearing 2 4 Participant distribution per axis
Cognitive 1 1 38
Degenerative Disease 1 1 16
Motor 15 26
Sensitive 4 3 Future Leaders Talent
Visual 7 10 In 2018, 11 training events took place for this group of people,
as part of their development plan that is defined for a 3-to-
Total 30 45 5-year term.
SUCCESSION
NUMBER OF EVENTS PER QUADRIMESTER, 2018:
The Succession Program allows the organization to have trained 12
personnel to assume critical positions. For 2018, 17 positions of high 9
relevance to the organization were defined, involving 26 people. 1
I Quadrimester II Quadrimester III Quadrimester
34S U S TA I N A B I L I T Y R E P O R T 2 0 1 8
TRAINING
Banco Nacional promotes the professional development of its employees through a training program covering the different levels and areas of the
organization.
RESULTS OF THE TRAINING PROGRAM
790
EVENTS 46,985 161,013
TRAINING
EXECUTED PARTICIPATIONS HOURS
TRAINING HOURS BROKEN DOWN PER SCALE
Training hours SCALE MEN WOMEN TOTAL HRS INDEX HRS /
in subsidiaries PEOPLE
Administrative 19.581 23.316 42.897 28
Senior management 344 84 428 71
1,481 44 4,446 875
Coordinator 11.168 3.948 15.116 33
BN CORREDORA BN BN BN
DE SEGUROS FONDOS VALORES VITAL Technical 49.224 50.984 100.207 31
1 For 2018, BN Fondos did not count training hours; in 2019, an Fiscal Supervision 1.544 818 2.362 1.181
adjustment was made in the way trainings are recorded.
Trust Regimen 4 0 4 1
Total 81.864 79.149 161.013 30
PARTICIPANTS TRAINING HOURS
INTERNATIONAL TRAINING 11 464
SPECIALIZATIONS CARRIED OUT 29 5,429
35W E D R I V E C O S TA R I C A ’ S S U S TA I N A B L E P R O G R E S S
TELECOMMUTING RESULTS 2018
2017 2018
450 842
REGISTERED TELEWORKERS
281 2.06 6.72
New Average days of Tons of
applications telecommuting CO2compensated
for telecommuting per week per week
PARENTAL LEAVE
NUMBER OF EMPLOYEES WHO TOOK PARENTAL LEAVE
2017 2018 In the case of subsidiaries, during 2018 they showed a 100% return rate
of the staff that enjoyed parental leave.
76
105 128
Of employees who took parental leave in 2018, 2 men and 4
women left the institution
36S U S TA I N A B I L I T Y R E P O R T 2 0 1 8
PERFORMANCE EVALUATION REMUNERATION OF WOMEN VERSUS MEN
100% of the active staff of Banco Nacional undergoes an individual There is no difference between the base salaries of men and women.
performance evaluation. The assessment consists of an attitudinal They are defined by category, both for base salary and bonuses as
measurement, a group evaluation (which measures the Bank’s market wages (single salary).
management) and a measurement of individual goals.
OCCUPATIONAL HEALTH & SAFETY CASES OF DISCRIMINATION AND CORRECTIVE
ACTIONS UNDERTAKEN
Banco Nacional has an Occupational Health Committee made up of two
union representatives and 2 members of management (the company During this period, no cases of discrimination based on age, gender,
doctor and an occupational health professional). ethnicity, social status, religion, appearance or economic status were
reported.
The subsidiaries have established formal occupational health and
safety committees in each of the offices, attached to the Occupational SOCIAL BENEFITS
Health Council under the Ministry of Labor and Social Security.
Regardless of the type of contract the employee has with Banco
Nacional, all employees receive the following benefits:
RESULTS 2018 OCCUPATIONAL HEALTH AND 1. Work-related insurance
SAFETY 2. Medical insurance
3. Labor capitalization fund
4. Family benefit fund
INDICADOR Resultado 2018 5. Christmas bonus
6. School salary
Number of employees who reported 7. Guarantee and retirement fund
a work-related injury to the INS 85
8. Unemployment contribution to the Association by the employer
9. Article 26, payment of holidays
Total work-related injury days 2846 10. Solidarista Association
reported
11. Retirement and guarantee fund
Accident rate percentage 12. Decreased workday
(assuming an average payroll of 1.55% 13. Vacations in additions to those mandated by law
5500 employees) 14. Company doctor
Average duration of annual accident
rate 33.48
At the website: https://www.bncr.fi.cr/transparencia/Paginas/Gente-BN.aspx
Updated information on pay scales, breakdown of staffing and performance evaluation can be found.
37W E D R I V E C O S TA R I C A ’ S S U S TA I N A B L E P R O G R E S S
EXTERNAL SOCIAL DIMENSION
TRANSFORMING COMMUNITIES PROGRAM
The Transforming Communities Program has been operating for nearly Costa Rican Institute of Aqueducts and Sewers was signed to support
10 years at Banco Nacional as a mechanism to support community- the reactivation of several aqueducts, which were selected by the
based productive projects by providing seed capital. Its aim is to AyA and funded through a financial contribution by Banco Nacional
promote entrepreneurial development or strengthen initiatives from
existing businesses to transform them into community SMEs, thereby
generating productive chains, new jobs and better opportunities for
improving the quality of life of the community’s inhabitants. ALLIANCE: : Banco Nacional and DINADECO
(National Direction for Community Development)
The program operates primarily with Integrated Development
Associations or Cantonal Unions under Law 3859. In 2018, the
Administrating Associations of Community Water Supply and
Sewerage Systems, also known as ASADAS, were incorporated into the
program. They work as non-profit organizations to manage drinking
water and sewerage services, as well as taking care and conserving
water resources in the communities.
Declaration of Public interest
On September 29, 2018, the expanded Governing Council signed the
Declaration of Public Interest for the work done by Banco Nacional and
ALLIANCE: Banco Nacional and AyA Dinadeco with the only program that transforms community-based
(National Institute of Aqueducts) associations in SMEs. This accomplishment was achieved through
public partnerships and public-private partnerships in coordination
with community-based organizations.
National Network of Community Enterprises
Jointly drove the creation of the first national network of community
The incorporation of ASADAS into the Transforming Communities enterprises, which brings together Integrated Development
Program was a response to Storm Nate, which left behind a large Associations and Cantonal Unions working on productive projects
number of damaged aqueducts and families without access to drinking that are -or are becoming- the first enterprises whose owners are the
water. The cooperation agreement between Banco Nacional and the communities themselves.
38S U S TA I N A B I L I T Y R E P O R T 2 0 1 8
2018 RESULTS
Community Business Expo
As part of the annual celebration of community servants, the 2017 2018
first community business expos was held, with the participation Total number of projects executed 12 35
of grassroots organizations that have a community enterprise
as well as other actors such as Banco Nacional, Dinadeco, Investment made CRC 250.000.000 CRC 450.000.000
Procomer, which are an important part of the machinery that Projects by Development Associations 11 11
drives the development and growth of community enterprises. Projects by ASADAS 1 24
Total people affected 92.592 104.284
Number of faucets 0 8.007
39W E D R I V E C O S TA R I C A ’ S S U S TA I N A B L E P R O G R E S S
“TOGETHER WE ACHIEVE
MORE” PROGRAM
The purpose of Together We Achieve More is to contribute to social
and economic development through the direct involvement of Gente
BN (BN People), focusing on priority population segments identified:
women in poverty, indigenous people, people with disabilities,
children, youth, and business segments.
By 2018, a goal was established by which every Bank employee
completed 8 volunteer hours; at the end of the period the target was
achieved by 114.8%.
2018 RESULTS
49,915 HOURS
114.8% of the target
DISTRIBUTION OF HOURS PER DIMENSION
13,040
PRODUCTIVE 17,242
BANK BANK FOR
EVERYONE
19,633
GREEN
BANK
To achieve this, there was implementation of collaboration and
knowledge transfer activities associated with the dimensions and
programs of the sustainability strategy of Banco Nacional.
40S U S TA I N A B I L I T Y R E P O R T 2 0 1 8
LABOR@ (WORK)
Training for students from Technical high schools, in partnership with the Omar Dengo
Foundation and MEP, using BN Labor@, an Internet Banking simulation platform so
students can perform financial operations
MUJERES ALCANZANDO SUEÑOS (MAS)
Banco Nacional sponsors this program in partnership with the Dehvi Foundation to
promote productive paid work for 70 unemployed women who are heads of household.
Training was provided on the management of financial resources and empowerment.
VOLUNTEER WORK WITH INDIGENOUS POPULATIONS
TOGETHER As part of the engagement process Banco Nacional maintains with the Bribri and
WE Cabecar indigenous peoples, and to complement the installation of voice-guided ATMs
ACHIEVE in their native languages, Bank officials were organized to give support in education
MORE: and financial accessibility and the use digital platforms, among other topics.
Highlighted
projects
VOLUNTEER WORK IN DEVELOPMENT ASSOCIATIONS
Training given by Bank experts on topics such as basic finance, budget, cash flow and
financial analysis, effective communication, customer service, and marketing. The
topics were defined from a needs assessment with beneficiaries.
TECHNOLOGICAL GRANDPAS
Several offices of the Bank visited nursing homes and organized groups of elderly
people to bring them training on the use of Banco Nacional’s technology platforms
such as ATMs and Sinpemóvil.
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