Member

Most people want to be able to speak to someone face to face and access physical banking services; that is important. They might need help and advice on complicated issues to do with a loan or mortgage—they are not all done digitally—or, in particular, on powers of attorney, probate or third-party signatories when a family member becomes incapacitated or passes away. At moments of great emotional stress, and I speak from personal experience here, people want and need a real human being to talk to and navigate them through unfamiliar territory. They do not want to do it over the phone, on live chat or in a distant town.