FNB aims for '24-hour' branches

First National Bank has embarked on restructuring its branch network to allow it to offer comprehensive banking services (including cash and cheque deposits) 24 hours a day to its customers. "FNB is comprehensively re-engineering its branch network. We have called this multi-year project 'One and Done'. The project gives expression to our vision of industry leading service levels and customer convenience," said CEO of Branch Banking at FNB, Barry de Witt.

FNB has already rebuilt about 179 branches and has allocated a capital budget to extend this project into 2010. The project will continue until each one of FNB's 674 branches has been upgraded.

FNB has extended its banking hours at the new branches and has installed 24-hour functionality extending well beyond the services offered by a traditional full-service ATM.

FNB's automated deposit-taking ATMs enable cash and cheque deposits at any time of day, and the customer's account will be credited immediately. Cash deposit charges are discounted at the automated deposit-taking ATMs for personal banking customers. As proof of a cheque deposit, the customer receives a printed photo image of the deposited cheque.

FNB has already installed 110 automated deposit-taking ATMs in branches across the country.

"Queuing time stands out as the single customer complaint that dominates feedback about our branches. Our new branches set out to eliminate queues and to segment the banking hall into specialised service-related zones," said De Witt.

Get commercial property news by email

Free alerts when we publish — pick a focus or get everything, unsubscribe in one click. Subscribe »