This week, we speak to Vedrana Prošić, a member of the Customer Experience team in Bosnia and Herzegovina. She thinks an open and transparent approach is the best way to resolving customer disputes. 


2:00 min

Who are you, what did you want to be as a child and what do you do now at UniCredit?

My name is Vedrana Prošić, I am 30 years old, and I'm part of the Customer Experience team. As a child I wanted to become a teacher. I remember writing on all the garage doors with chalk, pretending they were my blackboard. But life took me on another path, and now I have a degree in economics. 

I started my career at UniCredit Bank 8 years ago. You could say I grew up in this Bank, which provided me with learning opportunities and work experience. Moving around the Bank in different segments within Retail (banking advisor, personal banker, specialist for sales planning, product management specialist...) gave me a good base for working on Customer Experience.


What do you enjoy most about your job and what is the proudest moment or greatest achievement of your career?

Our customers are at the center of everything we do, and I am pleased that our team is involved in managing the client experience. Cooperation with all departments in the Bank to provide quality customer service makes us stronger as a team. That is an exciting journey and I enjoy it. 

My proudest moments are when I receive acknowledgement for hard work. I think the greatest achievements are yet to come, so I look forward to future projects.  


And what is the hardest part?

Our goal is to make sure that our customers always receive the best service and have an outstanding customer experience. This  is not always so simple. Complaints are an integral part of every institution or company, including the Bank. I wouldn’t call this the hardest part, but it’s certainly the most challenging because the client’s trust needs to be returned. 

When it comes to a complaint, we want to find the best solution for client or offer a detailed explanation if it turns out that his or her request is not feasible. An open and transparent approach is the key in resolving complaints. 


What advice would you give your younger self or somebody considering this role as a career?

I would advise them not to be afraid of mistakes and challenges, because that is how we grow and develop. It is important that you enjoy what you do, and that you want to deliver additional value. Your mentor will help you along the way. Having good mentors and a challenging work environment is invaluable for development.  



How do you balance your professional and personal life? 

On days when I have a heavy schedule, I like to get up earlier. I always try to sort out important tasks early in the morning. Of course, it’s not always that simple, so on my days off I try to spend quality time with my family, friends and boyfriend. 


What do you like to do to relax after a hard day at the office? 

Definitely a sport, or a workout in a fitness club. It makes all the negative energy disappear.


What would your perfect day look like when you are not working? 

Spending time with loved ones (long walks outdoors or enjoying coffee in the yard). I adore weekends, because that’s when I have the chance to see my parents, who live in another city. 


What was the last book or the last movie you loved? And why? 

Untouchable is a French film directed by Olivier Nakache & Éric Toledano. 

This film goes right to the heart of the problem in depicting our attitudes towards people with disabilities. Through this film, we see how what we consider to be decent behavior can be misinterpreted by people who have a certain burden. 

The film is full of hope, because a good friendship can bring you so much joy. Although sometimes a good friendship seems impossible to find.