28 December 2017

Principality to roll out video advice service for mortgage customers

Principality Building Society is to roll out a mortgage advice video appointment system across Wales following a successful pilot.

All of the Society’s 53 branches will be fitted with the Principality Connected video system that will have touch screen functionality and allow branch mortgage advisors to give the equivalent of a face-to-face interviews anywhere throughout Principality’s retail network. The system will be fully operational across Wales and the Borders by summer 2018.

Julie-Ann Haines Chief Customer Officer at Principality Building Society, said: “We are developing our branches to suit the demands and behaviour of what our Members tell us they want. Video conferencing is fast becoming a normality with our high street competitors, so it’s really important we offer another channel for our ever growing Member and customer base.

“Principality Connected will allow branches to make a mortgage advisor available six days a week. Gone are the days where we will have to delay potential or existing customers because an advisor isn’t available in their branch. There will be no constraints geographically and customers will be able to reach out to any of the network retail advisors who will still offer the customer that face-to-face interaction they are used to.

“Feedback has been very positive from our Members who have found the experience to be consistent with their previous interactions with the branch – professional but really warm. It enables us to connect more of our customers to our mortgage services.”

Published: 28/12/2017

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