ABN AMRO doubles its number of financial coaches
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Banking is becoming increasingly digital and so, for many, also increasingly easier and more accessible. However, there are also vulnerable groups of clients who need help keeping up with online banking. Not everyone is familiar with the digital tools, for example, and older people in particular may find it difficult to recognise fraud. ABN AMRO wants to increase the financial self-reliance of these groups so that they, too, can continue to make independent financial decisions. To this end, ABN AMRO is doubling the number of its financial coaches, from thirty to sixty.
These coaches help people arrange their daily banking affairs digitally: from online banking and transferring funds to applying for a debit card, arranging a mandate, and taking out insurance.
The more than sixty specially trained and certified financial coaches are ready to lend a helping hand to people who need it, at home or remotely. They offer this service free of charge to clients who, for example, are less digitally adept but who still want to have their banking matters properly arranged. Financial coaches also provide support for Video Banking and advice on day-to-day financial matters. They offer clients the convenience of digital combined with personal contact. As digitalisation increases, the need for this service is growing too.
Increasing resilience against financial fraud
The financial coach can help with things like arranging a mandate for a client’s child, closing a joint account, and with making financial decisions, ensuring that vulnerable groups, including many elderly people, remain in control of their own finances. “It is by no means easy for everyone to arrange their day-to-day banking. That’s why we have decided to expand the number of financial coaches,” says Gudy van der Wal, Daily Banking Director for the northwest region of the Netherlands and Director of Financial Coaches for all of ABN AMRO. “Our financial coaches help familiarise clients with a number of guidelines to enable them to bank online as effectively and safely as possible. An increasing number of older clients want to be able to arrange their financial affairs at home online, in their own surroundings, and at a time that suits them. Our financial coaches ensure that they can make this step to digital as smoothly as possible.”