ABN AMRO believes that banking services should be accessible to everyone, regardless of their circumstances. Recognizing that some individuals may need additional support, the bank has taken significant steps to ensure that help is readily available in every community. By doubling the number of its Help with Banking advisers, ABN AMRO is committed to enhancing personal and financial autonomy for those who need it most.
When clients call the bank, they are presented with a few simple options to quickly connect with the right person. However, some customers have found these automated menus to be a barrier to getting the help they need. Gudy van der Wal-Verbruggen, Director of Help with Banking and Financial Accessibility at ABN AMRO, acknowledges this concern and explains that the bank is actively working on solutions. One such initiative is the Help with Banking Line, a service without automated menus, making it easier for clients—especially the elderly and those with mobility or literacy issues—to access assistance.
Empowering individuals to manage their banking independently is a key focus for ABN AMRO. Research by the Dutch central bank (DNB) highlights that not everyone has equal access to payment services, largely due to the rapid pace of technological change. ABN AMRO’s one-to-one banking assistance aims to bridge this digital divide.
The Help with Banking advisers, previously known as Financial Coaches, have proven to be a valuable resource. These empathetic and specially trained bank employees provide practical assistance, from helping clients apply for new debit cards to offering support during emotionally challenging times, such as the loss of a loved one. With 200 advisers now available nationwide, clients can easily access help either over the phone or through Video Banking, with the option for a family member to join the conversation.
ABN AMRO also offers extensive support for clients transitioning to online banking. The bank provides various courses on topics like mobile banking, internet banking, and secure banking, along with over 20 online tutorials. Clients can even schedule a Video Banking session in sign language, underscoring ABN AMRO’s dedication to accessibility.
Through these initiatives, ABN AMRO is not just improving access to banking services; it is promoting financial independence for all its clients. As Gudy van der Wal-Verbruggen notes, this mission is increasingly important in a world where technology is rapidly advancing and populations are aging. By spreading the word about the Help with Banking Line and advisers, we can ensure that those who need extra support receive it.
