AUB ready to accommodate special needs customers’ requirements

Ahli United Bank (AUB) has always been on a continued drive to provide the best array of banking services to the Bank’s special needs customers, ensuring that they have easy access to the best banking services. In line with and in response to the Central Bank of Kuwait’s (CBK) guidelines of supporting special needs customers, AUB announced that it is fully ready to accommodate and offer the best banking technologies that support special needs customers’ varied requirements. The Bank was successful in fully equipping 7 branches, including Mishref, Al Qadsiya, Al Farwaniya, Sabah Al Salem, Al Ahmadi, Al Ouyoun, as well as Al Jahra, while also further developing a large section of the bank’s main headquarters to accommodate the requirements and needs of special needs customers.

Mrs Huda AlMadani, AUB’s Assistant General Manager- Alternative Distribution Channels said, AUB developed a number of important steps that aim at supporting special needs customers with various challenges. The Bank provides its aurally challenged customers a series of recorded videos which have been produced in sign language in an effort to include all the necessary information and procedures to complete their financial transactions. The Bank has also trained a number of qualified employees to communicate in sign language and are ready at all times to engage with customers.”

AUB’s efforts towards the visually challenged customers include developing a fully integrated platform to communicate information using Braille, including printing account and credit card statements in Braille and enhancements to the ATM fleet. The Bank’s ATMs include a host of features such as Braille keypads as well as large fonts and specially designed screens with contrasting backgrounds to provide an easy-to-read experience, along with voice guidance features as well as various techniques to ensure privacy and client confidentiality.

Voice guidance can be activated by inserting standard headphones into a special port on the ATM. Once voice guidance is activated, for the security of our customers, the ATM’s screen deactivates and the ATM does not print any statements or receipts. All cards issued by AUB are embossed for easy identification and customers may choose to enhance the cards with a personal photo.

To better serve its customers who are physically challenged AUB’s ATM vestibules and branches have been designed for ease of mobility. Modifications such as the ATM height and teller kiosks ensure that these areas are at the appropriate levels for customers with wheelchairs. The Bank has also allocated dedicated parking spaces for its special needs customers across selected branches along with Braille enhanced elevators to provide an easy experience to and from the branch. The Bank has also allocated dedicated counters which aims at facilitating requests in a timely and efficient manner.

AUB continues to drive a number of benefits that have been tailored specifically to special needs customers, which include a discount on the fees across a number of financial transactions.

The Bank ensures that its product and services marketing campaigns reaches special needs through a number of communications channels that are match the type of their disabilities, to reflect AUB’s commitment to informing its customers with the latest information. AUB has also enhanced its ATMs by enabling its mobile PIN platform (TPIN), where customers are able to conduct their transactions in a secure manner in a closed room with electronic doors that are equipped with sensors and safety button to alert security in case of an emergency. The Bank has also developed the Qmatic system to ensure priority is given to special needs customer service.

Mrs Huda Al-Madan, concluded, “AUB has fully upgraded its electronic banking services via the Internet and smart phones to accommodate the needs of their blind and visually impaired customers. By facilitating monitor readers on the Bank’s e-channels via the Internet, smart phones in addition to the Bank’s website, customers can access their accounts and credit cards and implement their banking transactions with great ease and a high degree of safety.”