Banks will review W, mobile apps and cashpoints to suit older people, with simplified language and view versions, particularly in the most frequent operations of such customers. This figure in the action plan to improve the service to the elderly that the three employers of the sector (AEB, CECA and UNACC) plan to deliver today Wednesday to the Ministry of economy, as the newspaper might know, of the matieix group that the Diari de Girona. The entities have also committed to offer a more personalized attention in the offices to this col·, via improved cash schedules, preferential attention or specialized managers.
The banks have also promised to provide preferential telephone attention to the elderly through specialized lines or giving preference to their calls. The telephone channel will thus be strengthened to be able to attend to customers who are unable to go to the office and do not have the digital capabilities necessary to operate with electronic banking. To improve their services to the elderly, the entities plan to carry out surveys and other types of measurements to know the main difficulties they have, in particular with the W pages, to be able to customize the type of information that is presented to them and adapt them to their particular needs.
Banks also want to promote the digital training of these types of customers, as well as help them prevent fraud, through courses of different types. In addition, they have committed to communicate to col· the measures they will adopt, taking into account the preferred communication channel of each client. Likewise, they will promote the creation of specific units that track the needs of these· Col, propose additional measures and analyze best practices within and outside the sector. Along these lines, a financial inclusion Observatory has been underway for some months now to analyse access to financial services and propose measures that jointly develop the sector and public administrations.
The proposals that the employers plan to present to the Secretary of State for the Treasury represent an extension of the “strategic Protocol to strengthen the social and sustainable commitment of banks” that they approved last summer. The commitments of the sector will vary according to their business model of each entity.
