HSBC Malta deploys self-service aides in branches

Last Updated on Friday, 1 November, 2019 at 11:51 am by Christian Keszthelyi

HSBC Malta is deploying experienced employees across its branches focussing on supporting all the customers using self-service and digital channels, according to a press statement sent to Business Malta. The bank tags the campaign as “Hawn biex Nghin”, which translates as “Here to Help”.

HSBC Malta employees will have the “Here to Help” tagline clearly visible on their new uniforms. They will focus on assisting customers by showing them how to use the bank’s mobile app, ATMs and deposit machines and to understand how the bank can make their banking easier and more convenient.

If required, employees can also arrange for a new debit card for customers so they can easily access ATMs or deposit machines 24/7. HSBC Malta helps this will allow customers to use their debit card in shops to pay for their purchases without the need for cash or cheques.

“Banking continues to change and we have seen a huge shift in the use of digital and self-service channels like mobile, ATMs and deposit machines,” said Peter Gauci, Head of Distribution at HSBC Malta. “This shift towards digital solutions does not mean that we will be a digital-only bank. On the contrary, branch banking will continue to be a critical part of HSBC Malta’s service offering for the long term,” Mr Gauci said.

He also referred to the planned opening of their “flagship” branch in Qormi in 2020, that comes after HSBC Malta’s announcement of closing down seven branches, and merging two into the bigger Qormi branch — a decision that was preceded by “strategic considerations”, HSBC CEO Andrew Beane told Business Malta after the announcement.

“However, we appreciate that our focus on new ways of banking might have an impact on a section of the population that is not digitally inclined. For this reason, we have a responsibility to support as many of our customers as possible, particularly those who have not been shown how to use these services or supported in understanding how these services can be of benefit to them, ” Mr Gauci added.

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