South African financial services provider, FNB revealed on Tuesday, 8 October 2019, that it plans on growing its branch network by adding seven more branches to its already existing national footprint of 619 branches. Before the end of the financial year, the Bank hopes to open the additional branches in the Eastern Cape, Mpumalanga, Limpopo, Gauteng and the Western Cape.
Chief Executive of FNB Points of Presence, Lee-Anne van Zyl says, “On average, FNB branches service approximately 1.6 million customers per month using digital zones (self-service terminals) and in-branch service consultants”.
“We offer customers a wider choice of interfaces to access our services because we understand that their needs vary. The branch network is very important in our comprehensive range of interfaces which includes App, Online, Cellphone Banking, Contact Centre and Banker Services suite. Similarly, we have been growing our workforce while making sure that existing employees are equipped to service customers by using technology.”
“While we are growing our branch network, we are also committed to ensuring that our already existing branches are in line with the current modern sleek designs. We have therefore started the process to revamp 29 of our branches in Gauteng, Mpumalanga, KwaZulu-Natal, Limpopo, Western Cape, Eastern Cape, Northern Cape and Free State. The new branch design integrates self-service and personalised service, also important is the fact that the branch will heighten customer privacy during consultations with staff and at the self-service areas,” she continues.
“In our platform journey, physical infrastructure such as branches and ATMs continue to serve a very important purpose. We are now leveraging the benefits of our digital journey by placing the relevant technology in the hands of our employees across branches, contact centres and private banking suites to fulfil and service our customers’ financial services requirements.”
“Our strategy to be a platform-led organisation and a trusted money manager requires people and skills. We will continue to upskill and reskill employees to help customers with money management advice and financial solutions that address their core needs,” concludes van Zyl.
This news comes less than a month after in-branch bank employees in South Africa threatened to down tools due to the increasing number of closing branches and retrenchments as a result of digitalisation.
Edited by Jenna Cook
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