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Uptick in consumers banking outside normal banking hours

15 February 2017Lee-Anne van Zyl, FNB
Lee-Anne van Zyl, CEO of FNB Points of Presence.

Lee-Anne van Zyl, CEO of FNB Points of Presence.

FNB is seeing rapid growth in the number of consumers that are doing their banking outside the normal banking hours due to the convenience of Automated Deposit Tellers (ADTs) which do not require users to go inside the branch.

ADTs are self-help terminals that allow consumers to conduct a number of transactions without having to go into the branch.

“The growing ADT usage trend points to consumers’ comfort levels in using ADTs as a multipurpose channel. As a result all FNB branches are now equipped with ADT machines in line with the bank’s strategy to migrate customers to self-service electronic channels. Education remains central to our migration strategy; we invested a significant amount of time in educating customers about ADT functionalities,” says Lee-Anne van Zyl, CEO of FNB Points of Presence.

“This will allow in-branch service consultants to process more complex transactions and decrease the amount of time each customer spends queuing inside the branch,” she adds.

FNB reveals that between August and November 2016, it saw a five-fold increase in the number of bank statements printed via ADTs across nearly 1 700 FNB ADT devices spread across South Africa. In addition, customers use ADTs for cash deposits, prepaid purchases such as airtime and electricity. Other functions include PIN changes, daily withdrawal limit adjustments, card cancellations, sending money and making inter-account transfers.

The devices also cater for cardless deposits which allow banked or non-banked consumers to make cash deposits without a card being present, driving transactional volumes on electronic devices.

“It’s becoming increasingly important to allow consumers access to banking services beyond the usual banking hours. We believe that the trend of using self-service platforms will continue to grow and banks will have to cater for the needs of the modern-day customers,” concludes Van Zyl.

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