News

UK FIs enlist 'TechXperts' to aid not-so-digitally-savvy customers

February 28, 2017

NatWest and Royal Bank of Scotland have announced plans to post a tech expert in branches to ensure that customers will get the help they need to use online and mobile banking.

By the end of April 2017, more than 1,200 "TechXperts" will be on hand at every NatWest and RBS branch in England, Scotland and Wales, according to a press release.

These specially trained staff members will support customers by helping them set up online and mobile banking, and by showing them how to make the most of these services while keeping accounts safe and secure.

In addition, almost 10,000 NatWest branch staff, and more than 1,500 Royal Bank of Scotland branch staff, will receive training so that customers are dealing with digitally savvy staff, the release said.

Currently, 60 percent of U.K. citizens use the internet to access banking facilities, according to the Office for National Statistics. But while 87 percent of 25–34-year-olds use this channel, the rate falls to just 26 percent among Britons over age 65.

"While more customers than ever before are taking advantage of the convenience and simplicity of mobile and online banking, some people need further support," Jane Howard, managing director of  personal banking for NatWest and RBS, said in the release. "TechXperts will help make sure our customers are confident to make the most of the new technology, features and services we are offering them."

The FIs developed their training program in partnership with Freeformers, a workforce tech company that has provided similar services to Vodafone, Tesco and the BBC.