A Coop Pank office still waiting to be discovered by many in Lääne County

People visit the office for different reasons: some come to open an account, some need help with online banking, and others simply want to discuss a banking question face to face.

At the Haapsalu office, customers are helped by Karina and Heleni, who have both recently joined the Coop Pank team. Both are from Haapsalu, spent years away from their hometown, including in Tallinn and abroad, and have now returned to their home region.

The opportunity to speak with people face to face is one of the things they value most in their work.

“In a small town, you can feel especially clearly how important personal contact is. I see that customers value being listened to and appreciate it when we can find the best solution together,” says Heleni.

You can also come to the bank simply to ask for advice

Although many everyday banking transactions can be carried out online, Karina and Heleni see every day that the opportunity to speak to someone in person still matters to many people.

For example, the office has a computer that customers can use to carry out the necessary banking tasks themselves, with a bank employee available to guide them if needed. This allows customers to try an unfamiliar banking task on site for the first time and feel confident doing it on their own next time.

“Some customers visit us to use the computer at the office because they do not have one at home. Others simply want to go through the steps with us once so that next time they can manage on their own,” says Karina.

You do not have to come to the office only to carry out a specific banking task. Karina and Heleni also encourage people to drop in if they do not yet know exactly what solution they need or where to begin with their question.

“You can come to us with any banking question. If you do not know how to do something or where to start, just come in and we will look at it together,” says Heleni.

A single conversation can help prevent financial loss

Sometimes, direct communication can be worth much more than simply making everyday banking more convenient.

One case from her first month at work has particularly stayed with Karina: a customer came to the office to make a transfer. During the conversation, Karina asked who the man was sending money to and why. His answers raised concerns that he may have fallen victim to fraud.

In the end, the transfer was not made, and the customer’s money was kept safe.

“I would like to dispel the idea that only naïve or careless people get scammed. Fraudsters are becoming increasingly sophisticated and are constantly finding new ways to obtain people’s money or PIN codes,” says Karina. “If something raises doubts, it is always worth seeking advice from someone you trust, whether that is a loved one or a bank employee.”

This is one of the reasons why bank branches still have an important role to play in the age of digital banking. A bank employee does not only help customers complete the banking task they came in for, but can also ask additional questions, notice warning signs and help before the money has left the account.

People come to the Uuemõisa office from across Lääne County

The location of the Haapsalu office in Uuemõisa may not catch the eye when people run their daily errands in the town centre, but customers come here from across the county.

“We have a lot of customers from all over Lääne County, but people also come from farther away. For example, people from Hiiumaa also use the office, as Haapsalu is conveniently on their route when they travel to the mainland,” says Karina.

Coop Pank’s aim is to be present beyond Estonia’s larger cities, so that banking services and personal advice are available closer to people’s homes. Coop Pank has 16 branches across Estonia, open from Monday to Friday. In addition, temporary bank branches operate once a month in Võru and Hiiumaa.

Coop Pank’s Haapsalu office is located in Uuemõisa, where you can drop in without an appointment. Karina and Heleni will be happy to help.