28th Jun 2017
Santander customers will be soon able to use video systems in 63 UK branches to speak to a mortgage adviser remotely. The bank envisages the service complementing its existing in-branch, online, telephone and intermediary channels.
Miguel Sard, managing director of mortgages at Santander, said: “For most people, a mortgage is one of the biggest financial commitments they will make in their lifetime. We know that customers value speaking to a mortgage adviser who will explain what options are available to them and recommend a product to meet their individual needs.
“We are excited to offer customers this new video mortgage service, which works well alongside our existing offering,” he added.
Over the past few years, the number of financial institutions using video technology has increased. In 2014, Nationwide introduced a similar video mortgage consultation service, and later the same year, Barclays launched a 24-hour video banking service.
These technological advances are helping to move the industry forward. According to The Institute of Customer Service’s most recent UK Customer Satisfaction Index (UKCSI) for banks and building societies, the sector has a CSI of 79.5, making it the second most improved sector compared to a year ago.
The report recommends that banks and building societies “ensure a consistent customer experience across channels, especially recognising the growth in customer interactions by email, social media, apps and webchat”. By tapping into video technology, Santander is moving in the right direction, along with the rest of the sector.