As part of the Bank’s strategy to continue to improve the customer experience in its branch network, a Priority Service is being introduced for customers who are at least 60 years of age, on presentation of their Identity Card. This service will be available as from Friday 24th June 2022. The fast-track days will be available every Friday and Saturday across the Bank’s network of 30 branches in both Malta and Gozo.
On these days, pensioners will be served faster by the Bank’s cashiers. On the day, the Bank will be opening 15 minutes earlier, and between 0815 and 0930 hours, pensioners will be able to avail themselves of a fast-track service for cashiering transactions upon presentation of their 60+ Identity Card.
The Bank has focused significantly on enhancing its internet and mobile banking channels, so customers can see to their banking requirements with greater ease and efficiency. Nonetheless, the Bank will continue to support, in equal measure, those customers who still prefer to perform their daily transactions physically at the branch, with a good number of these customers falling in the older age bracket. Through this initiative, these customers will avoid having to wait to be serviced.
The National Pensioners Association and the General Workers Union Għaqda tal-Pensjonanti have both welcomed this initiative and deemed this to reflect the very strong working relationship that exists with BOV to ensure that pensioners are serviced in an efficient manner. During the discussions with these entities, it has been also agreed that BOV will be carrying out educational initiatives explicitly targeted at this age group to create more awareness around the use of alternative channels in a bid to improve age-friendly banking and support active aging.
Kenneth Farrugia, Chief Retail Banking Officer said that, “Following the lifting of the COVID-19 health protocols, the Bank is introducing new initiatives to further strengthen the delivery of its various banking services through its customer service touchpoints, be they digital (internet and mobile banking), physical (branch network) or its Customer Service Centre. Whilst the Bank is continuing to invest in its digital channels, the Bank is equally focused to ensure that customers can service their requirements with the same degree of ease through the 30 branches that the Bank is operating across Malta and Gozo giving due consideration to the most vulnerable members of society”.