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Clarien to end in-person teller services for personal banking

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Clarien Bank is to stop in-person teller services for personal banking (File photo by Nicola Muirhead)

Clarien Bank is to discontinue its in-person teller services and is transitioning to digital, self-service based personal banking for all its customers.

Teller services at the bank’s 19 Reid Street branch will no longer be available effective the end of the business day on April 29. Digital banking services includes deposits, withdrawals, transfers, payments and account administration.

The branch will remain open in the interim for emergency and pre-ordered cash and coin collection services only at the Welcome Desk. Point House on Front Street will become the main client centre thereafter.

The bank will offer customer support through the transition period.

Simon Van de Weg, Clarien’s EVP and chief banking officer, said: “We have invested in our people, technology and processes to deliver more financial solutions and digital capabilities for our clients.

“With these advancements, Clarien’s clients are able to conduct all their transactional banking without travelling to a branch.

“Although tellers will no longer be available for personal banking clients, Clarien’s frontline team will continue to be available in person to answer any questions and provide the same quality support and customer service our clients have come to know and appreciate.”

Simon Van de Weg, Clarien Bank’s EVP and chief banking officer (File photograph)

Mr Van de Weg said a “significant majority” of its customers have been banking digitally for years and that there has been a shift away from in -person banking as a result of the Covid-19 pandemic.

Clarien’s teller and branch service employees have been offered alternative positions while its personal banking team has additional staff in new roles to assist clients in using services such as ATMs and mobile banking.

Clarien support:

Digital Concierge Team: A team of Clarien employees will be deployed during the transition in both the Reid Street, Hamilton branch and at Point House to show clients how to use digital, automated and self-service solutions to complete all their banking transactions. Devices and Wi-Fi access is available for those who need it.

Client Service (Call) Centre: Customer service representatives will be available by phone on weekdays to answer questions about Clarien’s iATMs, self-service solutions and digital tools including guiding clients through internet banking transactions.

Age Concern Partnership: As an official Age Concern partner, we will have extended support from Age Concern volunteers to help with client education.

Communications: Clients will see in-branch signage as well as online, social and traditional media communication regarding the bank’s digital transformation and as new services and solutions are launched.

Clarien has ensured that all personal transactions and administration traditionally available in-person will be available at a client’s convenience online or at one if its nine iATM locations or two No Wait deposit locations.

Mr Van de Weg added: “We have been, and continue to, stand ready to support clients, particularly the island’s seniors who are traditionally more teller service oriented, as well as those without access to electronic devices or are not confident with online banking or ATM use.

“Our new Point House location has devices available for use by clients and digital concierge staff trained to provide guidance and support.

“Additionally Clarien has proudly partnered with Age Concern, a local charity offering support to those in the community over 50 years of age. Age Concern’s trained volunteers are on site at Clarien along with our Digital Concierge team to aid in the digital adoption process by clients.

“This programme started in early January and will continue until we are confident that our senior community clients are comfortable.”

Clarien said clients with questions to e-mail personalbanking@clarienbank.com or contact the Client Service Centre on 296-6969. Personal appointments can be booked to receive support.

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Published March 26, 2022 at 7:16 am (Updated March 26, 2022 at 7:16 am)

Clarien to end in-person teller services for personal banking

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