Mexico's National Commission for the Protection and Defence of Users of Financial Services (CONDUSEF) awarded its “Service to Older Adults” badge to Banco Azteca, Afore Azteca and Seguros Azteca and signed an Older Adults Service Protocol aimed at strengthening dignified, empathetic and differentiated service for people over 60. The protocol sets measures aligned with CONDUSEF guidelines, including specialised staff training, preferential branch signage, simplified processes and accessibility across all customer service channels. CONDUSEF’s president, Oscar Rosado, highlighted staff training and sensitisation as a key operational weakness and called for permanent mechanisms to embed these practices, warning of heightened vulnerability to abuse in later-life dependence. He also recognised Banco Azteca’s “Aprende y Crece” financial education programme for developing accessible materials tailored to older adults. Rosado pointed to the next National Financial Education Week and its virtual platform as an avenue to support progress toward a culture of financial health and wellbeing.
CONDUSEF 2025-07-20
Mexico's National Commission for the Protection and Defence of Users of Financial Services awards older-adult service badge to Banco Azteca group and signs protocol to strengthen senior customer care for over 15.5 million people
Mexico's CONDUSEF awarded the “Service to Older Adults” badge to Banco Azteca, Afore Azteca, and Seguros Azteca, and signed a protocol to enhance services for those over 60, including staff training, preferential signage, and simplified processes. President Oscar Rosado emphasized the need for permanent mechanisms to address operational weaknesses and highlighted Banco Azteca’s financial education program for older adults.