To further improve the service we provide to our Members, Bath Building Society has now introduced a new service for existing and new Members, enabling them to apply online for a savings account in minutes, at any time of the day without the need to provide lots of tedious paperwork.
Eighteen months ago, the Society could only accept paper applications; either face to face or by post. As a result of the COVID-19 pandemic these applications have been accepted by email, but there has still been a need for customers to have the ability to download documents, scan them and send them back, which is not ideal.
We have now introduced a truly digital onboarding experience for our core savings accounts, including our Instant Account, Instant Cash ISA, Children’s Accounts and our Regular Savings Accounts, they can now be applied for online, 24/7 or in our Branches and Agencies during normal working hours. Full details of our accounts, including the market leading Junior ISA, can be found atwww.bathbuildingsociety.co.uk/personal-savings/accounts/compare-all-accounts/
Customer feedback since this new service was launched states that the digital onboarding process typically takes 5 to 15 minutes, and that that 9 out of 10 new Members did not need to provide any additional identification or documentation other than their name, address, email address, mobile number, and main bank account details. For the small number of customers that we cannot identify using our new process we will still accept traditional identification documents. Interestingly, since launch over half of the new Members applied for their savings accounts outside of traditional working hours, which does suggest that we are making ourselves more accessible for when our Members want to deal with us.
Colin McDougall, Head of Savings, said:
“This is a big step forward for us and will further improve the excellent service we already provide to our Members; whether they want to apply for an account from the comfort of home or when visiting one of our Branches or Agencies. Going forward we will also be developing a mobile app which will provide even more functionality for our Members. This is planned for introduction next year.”
As well as opening a savings account, the digital onboarding process will automatically register new Members for Bath Online which is our online platform enabling them to view balances, request transfers, send us secure messages and change their details.
Feedback from our users has so far been excellent and has contributed to our customer satisfaction rates that are consistently in excess of 95%. Visit www.smartmoneypeople.com/bath-building-society-reviews/products to see what our Members are saying about us.