Christa Rigozzi: Gabriela, you have worked at this Bank for 28 years. How has it changed over the years?

Gabriela Sremac: I have spent more than half of my life at the Bank. Much has changed during this time. Technology and digitisation have made processes much faster and more efficient. In addition, the customer focus has changed dramatically. Dealing with a banker used to be a very mechanical process. Today, we interact with customers on an equal footing. Cembra always aims at offering the best possible customised service in a straightforward manner.

What do you do to ensure customers experience Cembra as a straightforward Bank?

I try to find the best solutions to meet the needs of the customer. Our processes are transparent and comprehensible. The next step is always clearly defined for the customer. We want to develop trust and build relationships. I always treat customers the way I would like to be treated myself. That way, I’m not tempted to view matters strictly from the Bank’s point of view instead of putting the focus on the individual.

What are the distinguishing features of Cembra products?

They are transparent and easy to understand. However, contracts have become more detailed due to regulatory requirements. For that reason, we offer our customers the ability to get information from a variety of sources – by meeting a representative in person at the branch, by going online, or by calling. Every customer has different needs, and our diverse product range allows us to meet our customer’s specific requirements.

Why have you been loyal to the Bank for so long?

You know, I often ask myself the same question. I’ve felt very much at home here since my first day – we’re just a good fit. The Bank has experienced significant changes. This dynamic environment has enabled me to constantly learn on the job and to take on new responsibilities. I have been both supported and challenged. When my daughter was born, I was able to continue to handle my workload in a flexible manner.

What does Cembra offer its employees?

A job with many aspects, the opportunity to improve your skills, a salary that is in line with the market, and an attractive workplace. Cembra puts great emphasis on diversity. I also find the personal contact with customers very exciting. We often get to know their life stories and learn a lot about them personally. Even after 28 years at the Bank, I always experience something new.

Does Cembra offer the kind of freedom that other employers do not?

Based on what my friends say, I believe that Cembra does in fact offer more freedom than other companies. Our hier­archy is flat. I have the freedom to approach anyone directly at any time and to give my opinion openly and honestly. I really value that. That allows me to stay true to myself and also to speak frankly when I disapprove of something. I try to create optimal working conditions for my team in order to facilitate a flexible work-life balance, whether with impromptu compensation or part-time employment models. A third of my team members work part-time.

What role do Cembra values play in your daily work and on your team?

Our values – engagements, customer focus, responsibility and diversity – are important for the team dynamics. While they are hard to measure, they are nevertheless crucial for employee performance and loyalty to the company – and thus for the Bank’s success. They show us the way when we want to implement something.