Principality rolls out video advice service

Ryan Bembridge

December 20, 2017

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

It will be used for general mortgage enquiries, advice, talking customers through mortgage documents and the mortgage submission.

All of the society’s 53 branches are being fitted with video systems with touch screen functionality, so branch advisers can arrange interviews throughout Principality’s retail network.

The system will be fully operational across Wales 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 adviser 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 the face-to-face interaction they are used to.”

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