The year in brief


Digital highlights

  • Launch of customer interaction via RCS and the chatbot Kai in the UK.
  • Launch of customer interaction via WhatsApp in Italy.
  • The upgraded customer portal 2.0 implemented in France, Germany, Poland and Spain.

Mitigating actions as an adaptation to regulatory changes

  • Successful completion of the first-ever Italian investment grade rated securitisation.
  • Successful unrated securitisation of Italian NPLs.


  • Hoist Finance became the second largest debt purchaser in Poland through the acquisition of assets from GetBack.
  • Acquisition of Italian company Maran Group, adding to Hoist Finance servicing capabilities
  • The acquisition of a French non-performing mortgage portfolio, with an outstanding balance of EUR ~375 million, is the largest investment in company history. The transaction also makes us market leading within this segment.

Strategic initiatives

  • Outsourcing of IT infrastructure.
  • Continued site consolidation by closing of contact centre in Bayonne, France.
  • Continued expansion of Shared Service Centre in Wroclaw, Poland.
  • Initial establishment of a Nearshoring Centre in Bucharest, Romania.
  • Establishment of a new business area: Retail Banking and Business Development.

Changes in Senior Management and the Board of Directors

  • Robert Kraal and Lars Wollung elected as new members of the Board of Directors at the AGM.
  • Fabien Klecha, Country Manager for France, assumed the responsibility for the Centre of Excellence for Secured NPLs.
  • Emanuele Reale appointed new Chief Sales Officer.

Key  figures of 2019

C/I Ratio

Profit before tax

Carrying value

Total operating income

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- Annual Report 2019 -
- √Örsredovisning 2019 -