Bank’s new policy the result of decline ‘in counter activity’
BANK of Ireland has defended its policy to adopt a ‘ cash free’ policy at its Manorhamilton, Tubbercurry and Ballymote branches.
Customers will have to rely on self- service machines for cash transactions in the future as the new approach is adopted at 100 of its branches around the country.
A spokeswoman for Bank of Ireland told ‘ The Sligo Champion that when it looked at trends over time within a branch’s catchment area and saw a consistent decrease in counter activity, it reconfigured the branch to support how its customers was using it.
“That means moving staff from behind the counter directly onto the floor, where they can provide advice and assistance to customers including in the use of self- service options. This change has been very successful in a growing number of our branches, where we have seen an increase in transactions happening in branch through the enhanced availability of self- service options. Our cus- tomers are rapidly changing the way they bank, just as they are changing the way they buy goods or services online and communicate with each other.
“Today, only 3% of our customers’ total transactions are conducted over the counter – 97% of all transactions take place through other channels. For example, every month, we have eight million interactions with our customers on our mobile app, and over 14 million interactions per month through the mobile app, online banking, and contact centres combined.
“In addition, the use of credit and debit card and contactless banking continues to grow, with demand for cheques, foreign currency and coin services continuing to significantly reduce.
“Ballymote, Tubbercurry and Manorhamilton branches are adopting the ‘ Advice & Self Service’ model which is already in place in some locations na- tionwide. Advice & Self Service branches continue to provide customers with a comprehensive range of products and services, access to online and 365 phone services, the ability to lodge and withdraw cash from easy to use self- service machines. They also enable greater availability of branch staff to provide personalised financial and banking advice.
“Foreign currency exchange and coin transaction services will no longer be available in these branches. This change has been very successful in a growing number of our branches, where we have seen an increase in transactions happening in branch through the enhanced availability of self- service options.
“We also have a dedicated ‘ Digi Arrows’ team providing additional support for customers in the use of our digital and self- service options – last year alone, 30,000 customers attended a ‘ Tea and Teach’ session.
“We understand that business and retail customers increasingly require access to 24/ 7 facilities for lodgement and withdrawal and we are investing € 10 million in our branch network this year, including the introduction of 90 new eLATM’s ( External Lodgement and ATMs) across our network.
“Implementation of these changes will be taking place on a phased basis with a twomonth period for comprehensive customer notification,” she said.
However, Manorhamilton publican and councillor, Phelim Gurn said people were really upset about the bank’s plans, due to be implemented on August 9th. Cllr Gurn said: “Business people can’t get change and machiens won’t be able to counter act that.
“It’s all well and good saying online banking is the way to go but you need good broadband for that. Also, the bank is saying that the elderly are more advanced now with tecnhology but I don’t agree at all with that and I can see older people struggling with changes like this.
“There has been an ongoing issue with the ban’s ATM going down last year, especially at Bank Holiday week- ends, simply running out of cash. In the new situation if money is not coming through over the counter how is the bank going to fill the machine?
“Down the road in two to three years are we looking at closure? The Ulster Bank was here for up to 80 years and it’s now gone. It really annoys me that the Irish taxpayer bailed out Bank of Ireland and it repays us by turning its back on rural Ireland.
“I had to move my custom from the Ulster Bank to Bank of Ireland and now I may have to switch again to the AIB in the town.. There was no counter service on Wednesdays and Thursdays and now we are just getting machines. There’s going to be no interaction with people.
“I think Bank of Ireland are trying to fool us. They had a big enterprise event here last week and got the town involved and then they go and pull the plug on us. I believe this is all part of a wind down of operations by the bank which will be concentrating on the bigger centres of population.”
“Only 3% of our customers’ total transactions are conducted over the counter”