Travelex Confidence Group boosts growth with a focus on service customization

According to Ana Tena, CEO of Travelex Confidence Group, a significant portion of the company's growth is organic and stems from personalized customer service. "Digitalization is a natural market movement, which remains on our radar, but personal interaction is our priority as a company. When it comes to customer service in the financial market, trust and security are crucial factors. In our case, we operate in the foreign exchange market, which can be complex, little known, and highly regulated in Brazil. That's why our service is customized according to the customer's needs, whether they are individuals or businesses conducting tourism or import and export operations. Customers can be assisted digitally if they prefer, but personal assistance is always available to clarify any doubts and ensure a faster and smoother experience," comments Ana.

The Travelex Group, a global leader in foreign exchange (FX), represented in Brazil by Travelex Bank and Travelex Confidence brokerage, has doubled its results while maintaining a customer-focused approach through digital solutions and dedicated bankers/FX Advisors, providing innovative responses and solutions within a few hours, ensuring credibility, security, proximity, and a commitment to excellence.

During a period marked by economic recovery, the company continues to grow by relying on its specialized operations in foreign exchange and international trade, acting cautiously in a volatile, competitive, and ever-changing market. "Innovation is not just about breaking patterns; it's about challenging current models by delivering high added value and promoting constant transformation processes. Our purpose is to create valuable experiences for our customers, and to achieve that, we strictly follow our expansion plan, provide personalized services to individuals and businesses, invest in new technologies, digitalization, automation, and agile methodologies, and practice active listening while embracing diversity," she adds. "We are getting closer to our customers and major market players. We are continuously evolving, simplifying, and speeding up international operations for companies and individuals," she continues.

The CEO of the Group also emphasizes that the results meet expectations due to well-designed business strategies that focus on the future while caring for people.

"The Group in Brazil has gained market share and international recognition, thanks in part to our participation in congresses, symposiums, and major international events such as CrossTech, which bring the main market trends and enable valuable networking among participants, vital for staying updated. We are strategic while remembering that people are the drivers of all transformations and the true architects of the excellent results achieved over the past years," she concludes.

Travelex Bank is among the leading financial institutions in the Brazilian foreign exchange market. It is one of the banks invited by B3 to collaborate on determining the daily average exchange rate practiced in the market. Travelex Confidence remains the largest brokerage company in terms of coverage in the country, maintaining a strong presence in major cities across Brazil and expanding its network of foreign exchange correspondents, which already exceeds 430. In addition to call centers, mobile apps, and internet banking, their omnichannel approach allows customers to be served through the online store, exclusive app, telephone or WhatsApp-based operations desks, and over 120 physical service points nationwide. Both business units are certified with the ABRACAM seal, which demonstrates our commitment to the best governance and compliance practices in the market, and have achieved operational excellence for three consecutive years.

The company has over 950 direct employees, including both the bank and the brokerage, and started 2023 by renewing its Great Place to Work (GPTW) certification. The professional development of the group's employees has contributed to a positive impact across all layers of the organization. In addition to implementing a Mentoring and Career Dialogue Program with HR, open to all employees, a new remote corporate education model, the TVX Academy, has been developed.