The US-based subsidiary of Royal Bank of
Scotland (RBS), Citizens Bank, has rolled out a video banking
pilot across branches in four states: Massachusetts,
Pennsylvania, New York and Illinois.
According to the Rhode
Island-headquartered lender, the video banking project provides
customers in participating Citizens Bank and Charter One branches
with on-demand face-to-face interaction with bank specialists in
different locations.
Go deeper with GlobalData
Citizens’ vice chairman, Martin Bischoff,
who heads consumer and business banking at Citizens Financial
Group, said in a statement:
“The video banking pilot is a further step
forward in our commitment to providing customers with greater
access to innovative products and solutions that help them bank
when, where and how they want.”
“Face-to-face interaction plays an
important role in these communications. Video banking is an
innovative banking solution that makes us more convenient than ever
before in these markets by instantly connecting our customers with
knowledgeable bank specialists and providing them with the tools to
make financial decisions.”
In the case of mortgage applications, the
pilot will allow customers to initiate the mortgage application
process without having to wait for follow-up appointments or for
document delivery for signatures.
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By GlobalDataCitizens implements Cisco Remote
Expert
Citizens has partnered with technology
vendor Cisco and is using its Remote Expert solution. The service
is designed to bridge the physical distance between customers and
bank employees by enabling face-to-face consultations over high
definition video.
OJ Winge, senior vice president and
general manager, Cisco TelePresence Technology Group,
said:
“The power of video is in developing
valuable solutions like Video Banking/Remote Expert to transform
business models and ultimately create a differentiated customer
experience.
“This solution showcases how immersive
Cisco TelePresence experience can play a major role in the future
of retail banking by providing customers timely, personalised
access to experts who can help them make solid financial
decisions.”
As of 31 March, RBS’ US-based subsidiary
had total assets of $132bn and deposits of $92bn with a
distribution network of 1,520 branches and 3,838 ATMs.
