Velma Gonçalves, the human face of banking service that wins over immigrants and residents

A BCA employee since October 2018, Velma Gonçalves has already accumulated about eight years of experience at the institution. Throughout this time, she has gained knowledge about various banking procedures and services, but she considers that one of the most important lessons of her professional career relates to how to interact with people.

Customers who interact with Velma particularly highlight her patience, humility, and willingness to explain, in simple terms, issues that are often shrouded in banking jargon that can be difficult to understand for those unfamiliar with the sector.

For many emigrants—whether they’re returning to Cape Verde for vacations or need to handle banking matters remotely or during short stays in the country—this ability to listen and explain is particularly important. Administrative procedures, documentation, accounts, transfers, and other services can raise questions and, in some cases, cause anxiety. It is at these moments that patient customer service can transform a potentially complicated experience into a more peaceful one.

According to the customers who interact with her, her approach involves listening first, understanding the issue at hand, and then finding a clear way to explain the necessary steps. Instead of simply resorting to technical banking jargon, she strives to tailor her explanation to the person in front of her.

It’s a quality that, for many customers, ultimately makes all the difference.

In statements to BravaNews, Velma Gonçalves says she enjoys working at BCA and that, in carrying out her duties, she always strives to give “a human touch” to everything she does.

This statement sums up an approach to customer service that goes beyond simply following procedures.

For Velma, working at a bank also means dealing daily with different people, each with distinct stories, needs, and levels of knowledge. And every customer, in her view, deserves to be treated with respect and attention.

The experience she has gained since joining the bank in October 2018 has allowed her to better understand how the institution operates and to gain confidence in carrying out her responsibilities. But over the years, she has also developed a firm conviction: customer service should be provided without distinction.

One of the aspects most frequently highlighted by immigrants and residents is the way Velma strives to serve all customers equally.

Regardless of the origin, age, or circumstances of those who come to the branch, she strives to maintain the same attitude of respect and helpfulness. For those who use banking services, this equality in service can mean more than just politeness: it conveys the feeling that the person is truly being listened to.

In an industry where customers do not always understand the procedures and terminology used, patience becomes an important tool.

Her experience has allowed her not only to gain a better understanding of banking products and procedures but also to recognize the difficulties some people face when they need to resolve an issue. That’s why a significant part of his work involves translating banking jargon into more accessible language.

It’s not just about answering a question, but about ensuring the customer understands the answer.

Since 2018, a lot has changed in banking and in the relationship between customers and financial institutions. Digital services have gained ground, procedures have become increasingly diverse, and the need for clear information has become even more important.

Despite these changes, human contact continues to play a significant role.

It is through this contact that professionals like Velma find an opportunity to build a relationship of trust with those who visit the branch.

Eight years with the company also represent a journey of learning. Every client, every question, and every situation contributes to broadening her professional experience. But in Velma’s case, this experience seems to go hand in hand with a constant concern: ensuring that the complexity of banking processes does not become a barrier between the institution and the client.

Her commitment to explaining, listening, and guiding has been cited as one of the reasons she receives such praise.

The words of appreciation from immigrants and residents reflect, above all, the importance customers place on how they are treated.

At a time when many services are becoming increasingly automated and digital, in-person service remains an opportunity to build rapport. A smile, a patient explanation, or a few extra minutes spent clarifying a question can make the customer leave the branch with a completely different perception of the experience they had.

Velma Gonçalves strives to do exactly that.

She makes no secret of her enjoyment of her work. On the contrary, she tells BravaNews that she enjoys working at the institution and strives to perform her duties with dedication.

The recognition she has received from customers ultimately reflects this attitude.

More than just mastering procedures or knowing banking terms, her career path demonstrates the importance of knowing how to communicate with the people on the other side of the counter.

Among the compliments directed at Velma, humility stands out as one of the most frequently mentioned traits.

In a professional environment where technical knowledge is indispensable, the ability to convey that knowledge without creating a sense of distance can be equally important. Explaining things without making the customer feel uncomfortable about not knowing a particular term or procedure is a way to make customer service more inclusive.

It’s also a way to build trust.

Velma strives to maintain this closeness in her daily interactions, treating customers’ questions as a natural part of her job rather than a nuisance.

This approach may seem simple, but for those who need to resolve a banking issue, it can make a significant difference.

When she joined BCA in October 2018, Velma Gonçalves was embarking on a new chapter in her career. Eight years later, the experience she has gained allows her to look back and recognize a journey marked by professional growth and constant interaction with different people.

That experience brought knowledge. Daily interaction with customers has taught her valuable life lessons.

And it is in this combination that Velma seems to find the essence of her work.

Her story is also a reminder that, behind the institutions and procedures, there are people. People who come to the agencies with different questions, needs, concerns, and expectations.

For these people, finding someone willing to listen and explain can make all the difference.

Velma Gonçalves says she always tries to bring a human touch to her work. And it is precisely this human side of customer service that has led immigrants and residents to publicly recognize her work.

In a world where speed is often valued, she relies on patience. Where technical language can create distance, she seeks to simplify. And where differences among clients might be pronounced, she strives to treat them all the same.

After about eight years at BCA, this approach has become one of the hallmarks of her professional career.

More than just an employee behind a counter, Velma Gonçalves strives, in her daily interactions with customers, to be a bridge between the bank and the people who need its services.

And for those who have interacted with her, this difference does not go unnoticed.

MS