ASB will close 23 branches and reduce the opening hours of another 13 branches

ASB will close 23 branches in February next year and reduce the opening hours of another 13 branches.

The bank’s branch closures are in addition to the nine it did not reopen after the first Covid-19 shutdown.

Craig Sims, ASB’s executive general manager of retail banking, said the pandemic had accelerated a trend in customer behavior that was already underway.

“We have made significant investments in our self-service channels in recent years to meet changing customer expectations, but the pandemic accelerated the pace of change, challenging us to rethink what customers expect from a bank.

“Our clients are showing us that they want the freedom to handle their day-to-day banking when and where it suits them, but they expect us to understand their needs and be highly available when they seek more specialized guidance and advice.”

He said that more than 60,000 ASB customers had used the bank’s online and digital banking services for the first time this year and their records showed that once a customer opted for self-service, they followed.

I was seeing those over 65 switch to digital banking at a higher rate than any other age group.

Sims said that through Covid-19 the bank had learned a lot about serving its customers.

“At Alert Level 4, only 41 of our branches were open, and like many companies, we quickly mobilized much of the rest of our workforce to work from home, but we never anticipated how successful it would be.

“Ninety-six percent of all customer transactions were self-service, allowing our people to use a combination of phone, video, and online to provide more specialized guidance and advice to those who really needed it, no matter what. what part of the country they will be in. “

He said the staff was able to help nearly twice as many clients per day.

“We had examples such as the Timaru branch lenders helping Auckland clients with Covid support. We learned that by changing the way we work we can serve more New Zealanders, faster and in the way they prefer. “.

Sims said there would be no job losses as a result of branch closures.

As of March next year, it will have 86 branches.

Branch closures will be in Paihia, Auckland Greenlane, Howick, Constellation Drive, Whangaparaoa, Blockhouse Bay, Dominion Road, Manurewa, Birkenhead, Lincoln Road, St Heliers, Browns Bay, Wyndham, Devonport. The Cameron Road branch in Bay of Plenty, Morrinsville, Havelock North, Taradale, Terrance End, Johnsonville and Kilbirnie branches in Wellington, Ferrymead in Canterbury and their Queenstown branch.

Those that are reducing hours as of March 1 are Dargaville, Kaikohe, Mangere Bridge, Matamata, Te Awamutu, Masterton, Ashburton, Rangiora, Smales Farm, Cambridge, Hawera, Westport and Gore.