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After the coronavirus pandemic adjusted practically all lifestyle habits, banks also had to adapt: now they organize customer service more often remotely.
Here, Šiaulių bankas announces that remote customer identification has been operational since January 1.
“T. Y. Customers who call us by phone can confirm their identity with their means of connection and carry out even more actions remotely, ”says Monika Rožytė, communication specialist at Šiaulių bankas.
SEB Bank also has plans to provide clients with the opportunity to become bank clients remotely using just a smartphone.
Citadele Bank also introduced such an innovation. “The bank has given residents the opportunity to become bank customers remotely; all you have to do is download the bank’s app, take a personal photo, and take a photo of their passport or identity card. Everything it takes no more than 10 minutes to process and submit data, ”says Darius Burdaitis, director of retail and commercial banking at Citadele Bank.
Improve online banking and mobile apps
With the growing demand for remote services, banks are rapidly improving their Internet banking websites and mobile applications.
“We continue with our promise to be closer to our customers and to develop all customer service channels: this year we will continue to improve the new Šiaulių bankas internet banking and mobile app. We also plan to renovate 9 more customer service departments in Lithuania ”, adds M. Rožytė, representative of Šiaulių bankas.
“We give mobile banking the highest priority, so we will continue to improve it and add new features this year as well. We updated it just a few weeks ago; from now on, customers with a mortgage or consumer loan can view balance information of the loan and the closest payment amount and date, interest rate, payment term, etc. in the application.
Although most banking services are provided online and the customer no longer needs to physically come to the branch, considering that the need for branches in major cities persists, this year we plan to expand the branch and open another customer service branch of Citadele in Vilnius.
Regarding the ATM network, we have conveniently offered our clients a solution to withdraw a certain amount of cash in euros without paying a Citadele commission at any ATM of a Lithuanian or foreign bank ”, says D. Burdaitis, Director of Commercial and Retail Banking. at Citadele Bank.
“In 2021, we will continue to focus on the development of the bank’s digital services and will continue to invest in providing as many banking services as possible to clients independently and remotely.
We plan to further develop the features of our mobile application, providing more opportunities and convenience for investor customers, developing digital solutions in the field of cards, improving customer financing services, providing customers with new opportunities to make changes of loan needed conveniently and flexibly.
We have been providing online video consultations, the need of which has increased 3 times since spring last year, to clients this year through MS Teams; This provides even more convenience, and we plan to continue to improve and invest in the convenience of online financial inquiries.
In addition, to be sustainable, we are gradually going to formalize standard contracts with customers in bank branches, such as bank accounts, online banking or payment cards, only digitally, without abandonment and without paper.
We are already applying this practice in the new Customer Consulting Center in Vilnius, we will gradually implement this model in other branches of the bank as well – we have calculated that it will allow us to save around 60% per year. Sonata Gutauskaitė-Bubnelienė, Member of the Board of Directors of SEB Bank and Head of Retail Banking at SEB Baltic, presents the changes.
“By monitoring customer behavior and listening to their needs, Swedbank constantly updates existing emails, banking tools (online banking and smart app) and adds new functions.
It is an ongoing process to create the best possible digital experience for customers. We generally don’t talk about specific updates and innovations until they are finally tested and ready to ship for customer use.
In response to the increasing popularity of contactless payments and to ensure maximum security, this year we also plan to expand the possibilities of contactless payments, ”writes Swedbank spokesman Saulius Abraškevičius in his response.
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