One day after the group sued the bank for its own manager and cash dispensers in towns, the entities propose that the elderly or people with disabilities receive preferential attention in the telephone service, among other measures.
The banks have presented their shock plan to improve care for the elderly a day after the group sued the bank for its own manager and cash dispensers in towns.
Thus, the sector has proposed to the Government of Spain a battery of measures to improve care for older customerswhich go through a more personalized attention both in branches and by phone, in addition to making ATMs or mobile applications more accessible.
Among the measures of the document prepared by the banking employers AEB and CECA, the following stand out:
– Adaptation or improvement of the Schedule cash desk service or with preferential service for this group in order to offer special treatment in branches to the elderly.
– Preferential service in telephone serviceeither through a specific line or giving priority to the call, while offering to simplify the use of ATMs, websites and banking applications.
– Adaptability, accessibility and simplicity of the different digital channels based on its use, making available to customers versions with simplified language and view or, for example, with the most frequent operations menu.
– Refering to training and communicationthe text intends promote training on financial and digital inclusionas well as fraud prevention to this group of clients through different workshops, seminars or similar tools. Likewise, the bank is open to informing the elderly about the measures they adopt in order to make them aware of the improvements made available to them. These communications will be made taking into account the communication channel preferred by each client.
– Promote the creation of departments or units let them do the tracking needs of these people so that these teams propose measures that facilitate access to financial services.
Both the AEB and CECA undertake in the text to promote among their associates, including all large Spanish banks, the development of policies specific to each entity that promote financial inclusion and that can gradually incorporate the measures to be applied according to their commercial strategy .
Source: Eitb
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