The pandemic has encouraged customers aged over 60 to be more active online, including remote banking. Nearly 32% of Santander Bank Polska customers from this age group bank remotely, but there is still a large portion of those who, for various reasons, do not use online or mobile banking. That’s why Santander Bank Polska empowers its older customers to use remote banking on their own and encourages them to participate in the #HelpSeniorLogIn program.
Customers aged 60+ are increasingly active in online banking. Over the last year, the number of Santander Bank Polska clients from this age group using Santander Internet and Santander Mobile banking platforms increased by 14%. Interestingly, the highest increase in logging into online channels can be observed in the 70-79 age group with as many as 20% customers more using e-banking compared to last year. And 83% of all customers belonging to that age group who log in to mobile or Internet banking actively perform financial transactions online. It is therefore worthwhile to support the digitization of clients, because once they get used to this solution, they gain independence and constant access to their finances without leaving home.
The pandemic period has brought many challenges for all of us, including the inevitable transition to the online world in many areas. This also applies to the use of banking services. We are very pleased that so many customers who are over 60 years old have logged on to Santander internet and the Santander mobile app over the past year. However, we are also aware that over 60% of them still do not have remote access to their bank accounts. And we want to guide them in a friendly and comfortable way into the world of e-banking so that they can control their finances safely, at their own pace, and execute payments and other operations from home.
says Anna Kaczmarek, Head of Retail Customer Department, Santander Bank Polska
In order to support customers who need assistance in their online banking experience, Santander Bank Polska has developed the #HelpSeniorLogIn program. Under the program, older customers will learn step by step how online banking works and what its benefits are and will be given a chance to practice using Santander internet and Santander mobile.
How to take part in the program?
The #HelpSeniorLogIn program is open to couples consisting of a senior person and his/her assistant who will support and accompany them during the program. Assistants have to submit an application by May 14, 2021 via a dedicated form on the bank’s website at https://www.santander.pl/ws-HelpSeniorLogIn/. An adviser from the bank will then contact them by phone to set up an online meeting and draft a training plan tailored to the individual’s needs. The program involves learning in stages so that eventually persons who have never before accessed online banking will be able to use all remote services on their own. The participants can also contact their tutors at any time during the program and use the materials provided by the bank in its website.
Santander Internet, Santander Mobile and the mobile application are electronic banking services. Explanations of terms and definitions concerning the services can be found on the bank’s website at santander.pl/PAD and in bank branches.
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