Pohjola Pankki Oyj : Helsinki OP Bank is a believer of branches Web and mobile banking has become a commonplace although people still visit bank branches.Every year, Helsinki OP Bank makes around 100,000 appointments with its customers and there is a multiple number of customers without appointments.The end of July saw an opening of a brand new branch in Tapiola, Espoo, with a new service model and look and feel. According to customer surveys, people are increasingly willing to use financial and insurance services irrespective of time and place. Web banking logons have grown at a steady rate for years now and mobile logons have exploded during the last 12 months, whereas the use of teller services has dropped by 10%. - But then again, people find it important to have the option of going to a branch when major and long-term financial decisions are involved: negotiating a home loan, an ideal insurance coverage and a saving-for-retirement plan. People still appreciate face-to-face meetings with a bank employee who understands local conditions, states Katja Taponen, Area Manager, Western Region, Helsinki OP Bank Plc. Change in focus on demand for teller services How should we develop branches so that they meet changing customer needs was the first question that we asked with the aim of reshaping our service model for the branch and modernise the branch. - In a more complex world, people tend to increasingly need experts' in-depth knowledge of and advice on financial matters. As the use of daily financial services has gone digital, employees at branches can increasingly focus on more sophisticated negotiations and agreements and on customer care, says Taponen. More service Service convenience, personal service and cosy premises were the key focus in developing and designing the branch and the new service model. The revamped branch premises are divided into meeting facilities for expert services and an entirely novel, shop-like place. Conventional teller services are available in the shop area where customers can do transactions without making an appointment, collect a new card or open an account, for example. Service advisors working in the shop area also advise customers on using web-based self-service channels. - We are moving towards a more personal service. In one visit, the customer can conduct all of his banking, insurance and real property transactions and, at will, receive support, for example, in adopting and using new mobile services, says Taponen. Expanding branch network Helsinki OP Bank will strengthen its branch network by opening a new branch in Espoonlahti late in the autumn. - Although much banking is currently conducted electronically, there is still demand for branch banking. We are confident that our customers want to have access to personal, expert and local service in our branches, Taponen sums up. FOR MORE INFORMATION, PLEASE CONTACT: Katja Taponen, Area Manager, tel. 010 255 6864 Salme Pättö, Branch Manager, tel. 010 255 9426 ------------------------------------------------------------------------------ This announcement is distributed by Thomson Reuters on behalf of Thomson Reuters clients. The owner of this announcement warrants that: (i) the releases contained herein are protected by copyright and other applicable laws; and (ii) they are solely responsible for the content, accuracy and originality of the information contained therein. Source: Pohjola Pankki Oyj via Thomson Reuters ONE HUG#1722245
Pohjola Pankki Oyj : Helsinki OP Bank is a believer of branches
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