National bank shifting branch work to “remote” call centres

National bank has been piloting a concept called Remote Branch where a new call centre team will service and support existing bank customers, with the intention of freeing up lenders in branches to deal exclusively with walk-in customers.

Finsec members are worried that this will mean less staff in branches that are already understaffed.

“It is all very well to shift the work to a call centre, but what that ignores is all the other work that people pick up in branches to support each other. Less staff on the floor will mean more work, even if some of it can be handed on to the call centre,” said Finsec Campaigns Director Tali Williams.

“We have asked the bank a number of questions about the roll out in Wellington and have requested a face to face meeting of National Bank branch and call centre delegates and the bank to discuss the proposal – there are some massive changes in this and it is important that concerns of staff are listened too,” said Tali.

Some managers outside of Wellington and Auckland have told staff they will be affected by Remote Branch resulting in changes of hours for staff or even staff cuts, despite the bank advising Finsec that no decisions have yet been about Remote Branch outside of Auckland and Wellington.

Please contact Finsec immediately if you are told your branch will be affected by Remote branch.


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