Clarien goes digital for retail banking

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Clarien Bank has announced that it will transition to a digital, self-service-based model for personal banking on April 29.

A spokesperson said: “Clarien Bank has announced that it will be transitioning to a digital, self-service based model for personal banking.

“From the end of the business day on April 29, all Clarien Personal Banking customers will perform transactions – including deposits, withdrawals, transfers, payments and account administration – at their convenience. , using Clarien’s digital, automated and self-service solutions outside of a traditional branch.

“The bank is committed to providing support throughout this transition period to help customers who may need additional assistance in transitioning from in-person teller services to digital banking.”

Simon Van de Weg, EVP and Chief Banking Officer of Clarien, said, “Clarien is making this change to specialize in helping personal banking customers achieve their financial goals and help customers complete their banking transactions. in the most convenient and efficient way possible.

“This change allows us to reallocate staff to positions dedicated to face-to-face customer interactions, focusing on personal relationships and achieving financial goals using modern banking tools. We have invested in our people, technology and processes to provide more financial solutions and digital capabilities to our clients. Thanks to these advances, Clarien customers are able to carry out all their banking transactions without going to a branch.

“A large majority of Clarien customers have been banking fully digitally for years. We have also seen a significant shift away from cash and in-person banking transactions as a result of the pandemic. »

The spokesperson said, “Clarien is proud to guide its customers and the Bermuda banking industry through this digital banking transformation. The increase in adoption of digital and self-service banking by Clarien customers and the corresponding decline in in-person transaction volumes at the counters have enabled us to accelerate this change.

“Personal and personalized banking experiences will continue to be the central pillar of Clarien’s service model, combined with best-in-class digital services and solutions that enable customers to gain insights to manage their finances and track the fulfillment of their financial goals.

“As a result, Clarien will be discontinuing cashier services at its 19 Reid Street branch on April 29, 2022. The 19 Reid Street branch will remain open in the meantime for emergency and pre-order cash collection services. and parts only at the reception desk. Point House on Front Street would later become the main customer centre.

“Alternative positions have been offered to all employees of the counter and the Clarien branch. Additionally, Clarien’s Personal Banking team has hired additional staff in new roles to help guide and assist customers in using new technologies, including iATM and mobile banking.

Mr Van de Weg said: “We have been and continue to be ready to support customers, especially older people on the island who are traditionally more oriented towards counter services, as well as those who have no do not have access to electronic devices or who are not comfortable with online banking or ATMs. use. Our new Point House location has devices available to guests and trained digital concierge staff to provide advice and assistance.

“In addition, Clarien is proud to partner with Age Concern, a local charity that provides support to people in the community over the age of 50. Trained Age Concern volunteers are on hand at Clarien with our digital concierge team to assist customers with the digital adoption process This program began in early January and will continue until we are satisfied that our senior community customers are comfortable.

The spokesperson said: “Clarien encourages customers with questions to email [email protected] or contact the Customer Service Center at 296.6969. Personal appointments can be booked to receive assistance.

“Clarien will also support its customers in the following ways:

  • Digital concierge team: A team of Clarien employees will be deployed during the transition to the Reid Street branch, Hamilton and Point House to show customers how to use digital, automated and self-service solutions to complete all their banking transactions. Devices and Wi-Fi access are available for those who need them.
  • Customer service [Call] Center: Customer service representatives will be available by phone on weekdays to answer questions about Clarien’s ATMs, self-service solutions and digital tools, including guiding customers through internet banking transactions.
  • Age Concern Partnership: As an official partner of Age Concern, we will have extensive support from Age Concern volunteers to help with client education.
  • Communication: Clients will see in-branch signage as well as online communication, social media and traditional media regarding the Bank’s digital transformation and the launch of new services and solutions.

“Clarien has ensured that all personal transactions and administration traditionally available in person will be available online at a customer’s convenience or at one of its nine iATM locations or two no-wait deposit locations.”

Mr. Van de Weg said: “While tellers are no longer available to personal banking customers, Clarien’s frontline team will continue to be available in person to answer any questions and provide the same quality customer support and service that our customers have come to know and appreciate.”

The spokesperson said: “For more information, please visit www.clarienbank.com or call 296-6969.

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