Leumi Launches “Leumi 1 for Customers”
The Bank’s customers will now be able to schedule a meeting with a banker on any issue, in all of Leumi’s branches across Israel, without having to wait in line
In addition, the Bank’s call center will be upgraded to provide quicker and more professional service, with a maximum 2-minute waiting time
Bank Leumi is launching "Leumi 1 for Customers", a program aimed at adapting the Bank’s services to customers’ needs. As part of the program, retail customers will now be able to schedule a personal meeting, in advance, with a banker at all Leumi branches across Israel. The Banker will prepare for the meeting, according to the issue at hand, and the customer won't need to wait in line. It will be possible to schedule the meeting through Leumi’s direct channels: the website, mobile app and call center.
Furthermore, customers will be able to execute most banking transactions through the Leumi Call Center, with a waiting time of no more than 2 minutes. Most importantly, most of the inquiries will be handled in a single phone call. In addition to the call center, customers can also contact a banker via the 'Online Digital Chat' available through the app and website.
Dan Cohen, Head of Leumi’s Retail Banking Division, said: “Our newly launched program has a single objective - to provide our customers with better service. A recent survey conducted by the Bank of Israel indicated that the service provided by the Israeli Banking sector is inadequate - especially when it comes to accessibility of branches and call centers, with an average satisfaction rate of 53 percent, with Leumi even scoring below average. This is simply unacceptable. As a result, over the past year we have studied our customers’ demands and built a new customer service program - one that would take into account the vast changes which have occurred in the banking industry worldwide. Having embraced "proactive and innovative banking”, Leumi will be the first Israeli bank to adapt its service model to the new banking era and make it better and more accessible.”
In light of the banking system’s accelerated digitalization trend in recent years, and in order to continue to support the needs of our older customers - Leumi announced the launch of a second mobile bank branch, "Israel IL", in addition to the one launched last year. "Israel IL" consists of a van that is staffed by bankers and provides full banking services to dozens of thousands of senior citizens residing in retirement homes and assisted living facilities across Israel. Due to the high demand for, and success of the projects, the Bank decided to expand the activity. The "Israel IL" mobile branch will now provide services to senior citizens who find it difficult to visit their local bank branch. The van will visit them near their residence, at community centers, elderly clubs and senior citizen facilities, with prior scheduling.
In addition, the Leumi Call Center will prioritize customers aged 75 years and above, sparing them the need to identify themselves using the automated system.
According to Mr. Cohen, “We understand that the digital revolution is not easily adopted by the elderly population and take this fact seriously. We therefore decided to significantly expand our solutions for this population segment. For this purpose, we have assigned digital reps. and instructors to our branches, to assist older customers in executing banking transactions via the self-service stations, in addition to the addition of another "Israel IL" mobile bank. This is a long process, not everything will happen at once but we are committed to this change, which will be noticed as early as the first quarter of 2019".