FNB introduces scheme to save time at new branch

LEKOPANYE MOOKETSI
Correspondent | Thursday November 18, 2010 00:00

This innovative scheme can be experienced at the new FNB Kgale View branch at Game City shopping complex that is defined by three unique colour coded specialised zones namely sales/service, relationship and teller zones.

FNB Head of Marketing and Communications, Bomolemo Selaledi said the degree of specialisation in the branch increases efficiency and reduces the time it takes to serve customers.  Selaledi said the project dubbed 'one and done' will continue until the major FNB branches in the country have been upgraded.

'Even though it is our strategy to move customers into alternative channels like cellphone and internet banking, branches will continue to be an extremely important delivery of channel for our services. 

This new and innovative concept and design of the branch will make a strong impression on existing and potential customers.  When they visit the branch they will get highly specialised FNB staff with differing skills attending to them and supervised by a manager in each zone.  The customer can now get nearly everything they need done in the branch,' said Kwanele Ngwenya, Head of Branch Banking.

Manager of the Kgale View branch, Moitisi Otukile said this is an almost scientific way of doing things guided by the bank's desire to help customers with whatever they wish to do as quickly as possible.  He said FNB has many products and services and this new model turns the branch into a supermarket of sorts, so that customers can get information and apply for whatever product or service they need.

'Customers love the new model and our staff are very excited by the new branch and facilities which help them perform their duties better.

We want to continue to be the bank of first choice in Botswana.  By reinventing our branch functionality, we are leading in service levels and customer convenience,' he said.

He said the 'one and done' model ensures that FNB is a one stop banking facility where customers get all the banking solutions including home loans and credit cards.  He revealed that the branch has dedicated relationship managers who are ready to serve them. 

He said the key feature includes improved customer security.  The teller area is separated from service and relationship areas by security roto-booth doors.  There are two secured internet banking terminals in the lobby of the bank as well as the three unique colour coded specialised zones.