“During the pandemic, our customers grew nervous about visiting the bank. Some couldn’t even return home from foreign countries. It threw people’s routines into turmoil.”
Freeman Poon, Relationship Manager of DBS Treasures at the DBS Bank Sheung Shui Branch, understood that pandemic or no pandemic, people still needed to bank. Those accustomed to remote banking experienced less inconvenience, but those who preferred to bank in person – especially the elderly – feared leaving home.
Freeman Poon, Relationship Manager of DBS Treasures at the DBS Bank Sheung Shui Branch
“I believe it’s on us to ease their worries about banking,” said Freeman. He wanted to make banking easier so customers could spend more time protecting themselves from Covid-19 and taking care of their friends and family. “Our digital banking platform actually covers most daily banking needs, taking pressure off our branches and offering customers a safer option during the pandemic,” he added. “That’s why we made it a top priority to help customers understand its features.”
Still on Duty after Work
Freeman’s dedication stems from his own experiences.
Many of his older relatives and friends avoided digital banking due to online phishing scams, but grew increasingly anxious about delaying their banking errands. So Freeman spent his free time guiding seniors through the mobile banking app. “Doubt isn’t actually that hard to overcome,” he said. With his help, they eventually grew comfortable with the idea of banking online.
Freeman considers it his greatest privilege to help customers with their problems
This gave Freeman a better understanding of what the elderly saw as the main barriers to going digital. Even at work, Freeman treats his customers like family. “We reach out and offer assistance from the heart,” he said. “With patience and sensitivity, we can help customers ‘Live more, Bank less.’”
Clayne Lee, Relationship Manager of DBS Treasures at the DBS Treasures Centre in Festival Walk
Forging Lasting Relationships with Customers
Clayne Lee, Relationship Manager of DBS Treasures at the DBS Treasures Centre in Festival Walk, also believes in the power of trust and communication. During the pandemic, he offered remote support time and again to digital banking customers, understanding that patience is the key to easing the elderly into new technology.
Emergency Overseas Remittance to the UK
"I remember receiving an urgent overseas call from a customer,” Clayne recalls. “She needed to remit money to the UK for a mortgage down payment for her dream house. She had an internet banking account, but she’d never remitted money before.”
The large remittance had to be split into multiple transactions. Sensing the urgency of the situation and the customer’s uncertainty, Clayne walked her through each step. Once the first transaction went through, she took over, remarking on how straightforward the process turned out to be.
Freeman and Clayne’s stories prove one thing: sincerity is the key to effective communication. For a bank employee, that means understanding customer pain points and helping to overcome them. Whether or not the pandemic is over, sincerity will always pave a smoother road forward.