Basic information
about the bank Privredna banka Zagreb d.d. (PBZ) is a commercial bank founded in 1966 and headquartered in Zagreb, Croatia. PBZ, one of Croatia's leading financial institutions, was successfully privatized in 1999 with the acquisition of 66.3% by Banca Commerciale Italiana (now Intesa Sanpaolo Group) and the retention of 25% plus two shares by the Croatian National Deposit Insurance and Bank Restructuring Agency.
In 2002, the European Bank for Reconstruction and Development (EBRD) acquired a minority stake, which was subsequently sold to Intesa Sanpaolo in 2015. Currently, Intesa Sanpaolo holds 97.47% of the shares, indicating its highly international shareholder background. PBZ is listed on the Zagreb Stock Exchange and has a shareholding structure dominated by large international banking groups, demonstrating a robust commercial operating model.
Scope of Services
PBZ's services cover the entire territory of Croatia and are extended to Slovenia and Bosnia Herzegovina through acquisitions. The bank has more than 200 branches and outlets across the country, forming a dense offline service network to ensure that customers can easily access both urban and rural areas.
In addition, PBZ operates an extensive network of ATMs that facilitate cash deposits and withdrawals and basic transactions for customers. As part of the Intesa Sanpaolo Group, PBZ is competitive in international financial services, especially in supporting Croatian investments in the tourism, agriculture and industrial sectors.
Regulation & Compliance
PBZ is regulated by the National Bank of Croatia (Hrvatska Narodna Banka, HNB) and follows EU financial regulations to ensure transparency and compliance in its operations. The bank is a member of the Croatian Deposit Insurance Scheme, which guarantees deposits up to €100,000 and provides security for customer funds. Recently, PBZ has a strong compliance record with no major breaches or fines, demonstrating its robust performance in risk management and compliance.
Financial health
PBZ's financial performance is among the highest in the Croatian banking sector. In 2024, its capital adequacy ratio is stable, reflecting its strong resilience to risks; The non-performing loan ratio remains at a low level in the industry, indicating that the asset quality is good; The liquidity coverage ratio is in line with EU regulatory requirements to ensure short-term solvency.
In 2024, PBZ has a 5.13% increase in total assets, a return on assets of 2.64%, and a return on equity of 18.67%, ranking first among Croatian banks, indicating excellent profitability and financial health. The loan-to-deposit ratio (L/D) was 81.82%, ranking fourth in the industry, indicating that its capital allocation efficiency is relatively high.
Deposit & Loan Products
Deposit :P BZ offers a variety of deposit products, including current accounts, time deposits, and high-yield savings accounts. The current account has a lower interest rate but is more flexible; The interest rate on fixed deposits fluctuates according to the term and amount, usually between 1% and 3% (please consult the official website or branch for details). Large-denomination certificates of deposit (CDs) offer higher yield options for customers looking for stable returns.
Loans:P BZ's loan products cover housing loans, car loans and personal credit loans. Mortgage interest rates are fixed, depending on the customer's credit risk and loan amount, usually in the range of 3%-5%, up to 80% of the valuation of the property that can be borrowed. Car loans and personal lines of credit have low approval thresholds and offer flexible repayment terms and early repayment options. The bank also supports export-oriented buyer's credit to help companies internationalize.
Feature:P BZ's loan products focus on customization, such as providing flexible financing solutions for small and medium-sized enterprises, combined with export credit insurance to reduce risks.
List of Common Fees
PBZ's account management fees vary depending on the account type, and some premium accounts are exempt from monthly or annual fees. Domestic transfer fees are low, and cross-border transfers (especially SEPA payments) are transparent, depending on the agreement. ATM interbank withdrawals may charge a fee of 1-2 euros, and it is recommended to use PBZ's own ATM to reduce costs.
Overdraft fees are clearly indicated according to the account agreement, and the bank will also charge a small penalty for accounts with less than the minimum balance. Overall, PBZ's fee structure is clear, and the official website provides a detailed list to avoid hidden fees to bother customers.
Digital Service Experience
PBZ's digital banking services are delivered through PBZCOM@NET online banking and mobile apps, covering both personal and corporate customers. The mobile app has a rating of around 4.0 out of 5.0 on the App Store and Google Play, and users rate its interface friendliness and stability highly.
Core features include real-time transfers, bill management, facial recognition login, and investment tool integration. Corporate clients can manage their cross-border business through the InBiz platform, the global portal of the Intesa Sanpaolo Group. PBZ has also introduced an AI-driven customer service chatbot to improve response speed, and supports open banking APIs to facilitate the docking of third-party fintech applications, demonstrating the forward-looking technological innovation.
Quality of customer service
PBZ offers round-the-clock phone support (toll-free hotline 0800 PBZ COM), online chat, and social media for quick response, and customers can get help through multiple channels. The complaint handling efficiency is high, the average resolution time is within the industry standard, and the user satisfaction is good.
For cross-border clients, PBZ provides support in English and other European languages, making it convenient for international businesses and expatriates. User feedback on social media (e.g. Platform X) shows that PBZ is very responsive in handling urgent issues and has an overall robust customer service performance.
Security measures
PBZ deposits are protected by the Croatian Deposit Insurance Scheme up to €100,000 to ensure the safety of client funds. Banks use real-time transaction monitoring and multi-factor authentication, including biometrics, to prevent fraud. In terms of data security, PBZ complies with EU GDPR regulations, uses advanced encryption technology, and does not report major data breaches.
Although ISO 27001 certification is not explicitly mentioned, as a member of the Intesa Sanpaolo Group, it has a high level of customer trust due to international data security standards in line with international standards.
Featured Services and Differentiation
PBZ has launched differentiated products for market segments, such as providing students with fee-free accounts to reduce the cost of use by young people; Design low-risk wealth management products for the elderly to meet the needs of stable investment. Green finance is one of its features, and PBZ supports ESG (Environmental, Social, Governance) investments and launches sustainable financing projects.
Private banking services are available to high-net-worth clients, and the entry threshold for customized financial solutions is relatively flexible, which is suitable for local and regional affluent clients in Croatia. In addition, PBZ's Sinergo Desk provides one-stop financial consulting for SMEs to enhance their market competitiveness.
Market Position & Accolades
PBZ is the second largest bank in Croatia with a market share of 20.19% in 2024, with loans and deposits accounting for 22.87% and 20.21% respectively. Its total assets amounted to 157.33 billion kuna (about 21 billion euros) in 2022, ranking among the highest in the Croatian banking sector. PBZ has received several industry awards, including the "Best Bank in Croatia" award from Global Finance magazine in 2021 and 2022, the Euromoney Excellence Award 2021, and the "Khuna" award from the Croatian Chamber of Commerce. In terms of employer branding, PBZ has been awarded the "Best Employer" certification in 2021 and 2022, demonstrating its outstanding performance in corporate culture and social responsibility.
