ABN AMRO passes mark of 100 Financial Care Coaches

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De samenleving digitaliseert in een hoog tempo en dat geldt ook voor het online betalingsverkeer. Het is echter voor lang niet iedereen eenvoudig om goed met digitale tools om te kunnen gaan. ABN AMRO wil dat iedereen digitaal kan meekomen en ook online zelfstandig financiële beslissingen kan blijven nemen. Zij heeft het aantal Financiële zorgcoaches daarom aanzienlijk uitgebreid: in 2021 verdubbelde zij dit aantal al naar zestig en nu is de grens van ruim honderd Financiële zorgcoaches gepasseerd. De Financiële zorgcoaches geven iedereen die hieraan behoefte heeft hulp bij dagelijkse bankzaken: van online bankieren tot het aanvragen van een machtiging of hulp bij het regelen van verzekeringen.

Banking is increasingly moving into the digital realm. While many people find this easier, others struggle to cope with online payment systems. They might have difficulty keeping up with change, for example, or be daunted by the prospect of switching to online banking or they might be worried about making mistakes. Fortunately, ABN AMRO has more than a hundred specially trained and certified Financial Care Coaches standing by to offer clients their help. This free service is intended for clients who are not as comfortable with their digital skills, for example, but who still want to arrange their banking matters properly. Financial Care Coaches help clients by teaching courses about online banking or using the mobile banking app. They also help clients who want to arrange an authorisation, and can visit clients at home to help with their day-to-day banking.

The convenience of ‘digital’ combined with the personal touch

ABN AMRO’s Financial Care Coaches have increased rapidly in number over the years. In 2016, the bank had six Financial Care Coaches. This rose to fourteen by 2017 and to thirty by 2019. When the pandemic broke out and countless people were forced to handle their banking at home, ABN AMRO doubled the number of Financial Care Coaches to sixty, and this year their number passed the one hundred mark. By adding more and more Financial Care Coaches, ABN AMRO wants to make sure that banking remains personal and up close for all its clients.

“How we do our banking has evolved,” explains Gudy van der Wal, Director of Financial Care Coaches at ABN AMRO. “We used to have to leave the house, but now we do our day-to-day banking online. Unfortunately, this does not come easy to everybody. Nevertheless, the bank wants the benefits of digital banking to be available to all its clients. Our Financial Care Coaches explain a series of basic principles to make online banking as convenient and safe as possible. Besides this extra support from our Financial Care Coaches, we also offer clients help with online banking through other channels, for example useful instruction videos that provide a step-by-step guide.”