HSBC Church St Line/Drive Through Changes
At the HSBC Church Street branch transaction and customer wait times were “significantly longer at the dedicated Seniors’ teller than at the main teller line,” and a “decision was made to incorporate the Seniors’ teller into our main teller lines,” the Bank said.
Following comments made at the recent town hall about the change with the senior lines at HSBC, Bernews asked the Bank for clarification, and an HSBC spokesperson said: “As part of HSBC Bermuda’s ongoing efforts to identify opportunities for improving how we service our customers, both branch management and staff closely monitor customer activity.
“Specifically to the Church Street branch, transaction times and customer wait times were identified as being significantly longer at the dedicated Seniors’ teller than at the main teller line. In addition, transactions at the Drive-through teller were taking twice the amount of time as the equivalent services conducted inside the branch.
“It was also observed that the majority of the customers who use the Drive-through lanes prefer to use ATM machines vs teller services. On this basis, a decision was made to incorporate the Seniors’ teller into our main teller lines and to update our HSBC Drive-through teller services for ATM usage only.
“Our valued customers who are over the age of 65 are welcome to utilize any of the main teller lines at Church Street or at any one of our HSBC Bank branches in Bermuda. The comfort and safety of our customers who have challenges with mobility is important to the bank, irrespective of their age.
“To accommodate their particular needs a dedicated member of staff will be more than happy to meet them in the general seating area of any of our HSBC bank branches to assist them with their banking needs.
“In addition, all customers are invited to take advantage of a number of alternative banking channels available to make personal banking easier: Online Banking, Mobile Banking, Telephone Banking and ATM.”
