ABN AMRO plans to further improve access to financial services

Making banking services accessible to all

To support groups currently experiencing barriers to financial services, ABN AMRO is the only bank in the Netherlands to have established a dedicated Inclusive Banking department. Business Consultant Jeffrey de Bruijn, a member of the Inclusive Banking team, is spearheading an initiative to minimise obstacles for clients from culturally diverse backgrounds. “The aim is to ensure that our banking services help all present and future generations equally to move forward,” he explains. “But it’s also crucial that clients understand how we can support them.” Many individuals from diverse communities aren’t actually clear on how banks can serve them. And in certain circumstances, especially those involving milestones like buying a home or getting married, they’re likely to encounter additional hurdles, such as gathering the necessary documents or getting information in their native language. These challenges make it harder for them to fully comprehend and access financial products that are already quite complex.

Round-table discussion to identify barriers

To better understand these obstacles and work collectively towards solutions, ABN AMRO hosted a round-table discussion at the end of 2024. Alongside representatives from other banks, the event was attended by advocacy groups including the National Coordinator against Discrimination and Racism (NCDR) and the Netherlands Institute for Human Rights (College voor de Rechten van de Mens). Jeffrey continues, “The discussion gave us a chance to share insights, explore root causes and jointly look at ways to improve access to our services.”

Addressing unconscious bias

Some clients report that they’ve been misunderstood or even experienced discrimination in past interactions. Staff training, says Daniëlla Sichtman, Head of FEC Learning & Behaviour at ABN AMRO, is the key to recognising and addressing unconscious bias. “We all have bias,” she explains. “Raising awareness of it helps foster more inclusive conversations with clients. Our training sessions put employees in multiple scenarios where bias can arise and teach them how to handle these situations inclusively.” In addition, ABN AMRO continues to engage directly with clients from culturally diverse backgrounds and conducts research to determine how better to align its services with the expectations and needs of different client groups.

Understanding target groups

Daniëlla says knowing the target group enables you to understand their specific needs. “By learning about different communities, our people gain insight into the world these clients live in and the context they operate in. It helps them understand much better, for example, why it’s important to clearly explain why the bank’s policy and regulations require certain documents.”

Sharing experiences and collaborating

ABN AMRO is exploring new initiatives and strengthening existing efforts in partnership with other financial institutions and advocacy groups. “Following the success of our first round-table session in December, we immediately started to plan the next one,” says Jeffrey. Sharing experiences and knowledge sparks new ideas and collaborations to drive improvements. “I won’t be satisfied until we hear directly from these clients that our efforts have truly made a difference,” Jeffrey concludes. “We’ve laid the foundations – now it’s time to act.”