NAB adjusts branch model to accomodate remote services
NAB is adjusting its regional branch model, cutting operating hours for over-the-counter services to mornings only and redeploying staff to online and video chat in the afternoons.
NAB group executive personal banking Rachel Slade says: “Our branches continue to be a really important part of many local communities, especially for local businesses. On average a quarter of transactions take place between 9.30am and 10.30am in our regional branches. Through this new model we can continue to be there to serve our customers and have meaningful conversations while also adapting to the way our customers are now banking.
More than 90% of NAB’s customer interactions are now taking place online or by phone, with more than half of account holders logging on each each month. Over-the-counter transactions are declining steadily and have reduced by a quarter in the past year, says Slade.