As society rapidly digitalizes, online payments are becoming the norm. However, not everyone is equally comfortable using digital tools. Recognizing this, ABN AMRO is doubling down on its efforts to ensure that everyone can keep pace with digital developments and continue to make independent financial decisions online. To achieve this, the bank is increasing the number of Help with Banking advisers to more than 200, effectively doubling the number from last year.
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"At ABN AMRO, we are committed to helping our clients progress. We want all our clients to be able to manage their banking online independently, but we understand that this isn't easy for everyone. Our Help with Banking advisers are here to provide personalized support and help familiarize clients with the ins and outs of online banking, ensuring they can do so effectively and securely," explains Gudy van der Wal, Director of Financial Accessibility at ABN AMRO. "By more than doubling the number of Help with Banking advisers compared to last year, we aim to ensure that banking remains accessible and personalized for all our clients."
Take Mr. De Jong, for instance, an 80-year-old retiree who has been benefiting from the guidance of Esmeralda de Bont-Broeren, one of ABN AMRO's Help with Banking advisers, for the past 15 years. "I've learned a lot from the tips Esmeralda has given me. I wasn't aware that ABN AMRO offers help with online banking until I recently spoke to one of these advisers. They made me aware of practical matters I could manage myself, such as setting up mandates, configuring payment limits, or activating the Savings Lock. These simple steps have made managing my banking much easier. My advice to everyone is to speak to one of these advisers," says Mr. De Jong.
With 200 specially trained and certified Help with Banking advisers now available, it's like having 200 "mobile branch offices." These advisers are there for clients who may have little experience with online banking, fear making mistakes, or simply want to learn more about online banking. They provide online banking courses covering both internet and mobile banking and assist with setting up mandates. Additionally, they can visit clients at home upon request to help with their daily banking needs. Until recently, these advisers were known as Financial Care Coaches.
Whether it's making a payment, requesting a debit card, or updating an address, we prefer to handle our daily banking independently. However, statistics show that one in six people in the Netherlands struggles with this. Whether it's due to a lack of experience with online banking or difficulty reading, ABN AMRO is here to help them progress.
