30 March 2021 – FNB is accelerating its investments in local markets by revamping an additional 53 branches to integrate new world-class technologies and improve customer experience for its Retail and Commercial customers. In the last two years, the Bank has revamped over 130 branches to enable easy access to assisted and unassisted financial services for customers.
Jacques Celliers, CEO of FNB says, “The revamps dovetail our local market investment strategy which is designed to ensure that our extensive network of approximately 600 branches and more than 5 000 ATMs are located in the right local markets with relevant services. More importantly, we are investing in upskilling and reskilling our consultants to use the same technology as customers to provide contextual money management assistance. Our investment is consistent with our digital platform journey which is geared to provide personalised help and solutions across all our channels.”
Lee-Anne van Zyl, CEO of FNB Points of Presence says, “Branches have a profound role in local communities, cities, and play a vital role in advancing financial inclusion by enabling access to financial services. In the modern era, customers visit branches for a range of reasons including the use of digital zones, multi-purpose ATMs or in-branch assistance by our consultants. A major part of our strategy is to provide reliable, trusted and customer centric channels to help our customers manage their money.”
Some of the exciting features that will be available to customers in the branches include priority queue tickets to reduce waiting periods and an electronic queue management system to direct customers to the relevant areas for assistance. There will be improved customer privacy during consultations with designated devices for self-service tasks like viewing and accessing bank statements.
“We are excited to rollout the latest digital innovations to enhance our customer experience even further. The new and fresh design embraces the efficiencies of our digital platform journey, and we are excited to consistently provide a superior experience to our Retail and Commercial customers,” concluded van Zyl.
Main Image: Themba Msimango