Customer using Principality's new mortgage video service

1 April 2019

Principality introduces video service for mortgage customers

Principality Building Society has introduced a mortgage advice video appointment system across Wales and the borders following a successful pilot.

All of the Society’s 53 branches have been fitted with the Principality Connected video system which is similar to Skype. The touch-screen system allows branch mortgage advisors to give the equivalent of a face-to-face interviews anywhere throughout Principality’s retail network. So for example, a customer in Bangor can potentially make an appointment and speak to an advisor who is available in the Society’s Newport branch.

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 Members.

“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: 01/04/2019

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