National Commercial Bank (NCB) Jamaica Limited is set to roll out the pilot phase of its online appointment scheduler in select branches by November 22, 2021.
The appointment scheduler will be implemented in all branches by early 2022 after a successful pilot phase.By booking appointments in advance using the online scheduler on the bank’s website.
NCB said customers, through the online scheduler, will be able to identify and select convenient days and times to visit branches to conduct transactions that require the help of a service representative.
Upon arriving, customers will check in on the scheduler and be notified via text message of their position in the virtual queue.
“We will not stop trying to improve the time and effort customers exert to do banking. Finding ways to alleviate pain points have led us to invest heavily in providing 24/7 options via our digital channels,” explained Sheree Martin, General Manager for Retail Banking and Group Customer Experience.
Sheree Martin, General Manager for Retail Banking and Group Customer Experience.
She added: “The experience of visiting a branch to access certain services — completion of account opening and discussing a financial need like mortgage or loan — must be made easier. We want to plan for our clients and adequately prepare to provide services that are not yet available digitally. In essence, we want to improve the customer’s experience overall.”
The bank also said it recognised that customers wait-time at the branches has increased due to COVID-19 and physical distancing restrictions.
Martin also noted that the system would assist branch employees to know beforehand what services customers require even before they visit the physical location.
“The insights will enhance the ability of our teams to serve by helping customers prepare for all they need to complete their transactions before they arrive in branch.”
The pilot phase of this initiative will commence in seven locations on November 22, 2021, including Brown’s Town, Falmouth, Fairview, Linstead, Matilda’s Corner, Portmore and St Ann’s Bay. For more information, customers may visit jncb.com/branches-ABMs.