Spanish banks practice long cashier hours. 81% of officesA measure they took advantage of after doubling the number of offices operating during those hours between December 2021 and June 2022 More than six million customers over the age of 65.
last february, employers’ associations AEB, CECA and UNACC took new measures in updating the protocol to strengthen banks’ social and sustainable commitments, Additions to those already implemented by the organizations themselves, aimed at improving personalized care for the elderly or disabled. They also undertook to prepare a semi-annual report to monitor the measures taken.
follow-up report document of measures for improvement attention The older people that Europa Press has access to reflect that 100% of organizations are making progress in adopting measures to improve the environment. personalized attention of these groups.
owned by all Spanish banking institutions extended cashier hours (from 9:00 to 14:00) in more than 81% of bank branches. The number of branches operating with extended cashier hours more than doubled in December 2021 and 7,908 offices as a result of the new measures.
especially there are offices whose location does not allow them to extend their hours, such as those located in private areas or by business model (company offices), besides its existence single offices are more complex to adapt.
In the first six months of the year, More than six million customers over the age of 65 (about two-thirds of the total) benefited from cashier service with face-to-face service between 9:00 am and 2:00 pm.
Likewise, at no additional cost and 1.6 million personal addressees from customers over the age of 65 are called through lines specially set up for this purpose. A this figure is added to the calls answered directly and personally by the branches.
The report also shows that 93% of businesses have a telephone service from 9:00 am to 6:00 pm and that 91% of the ATM network (37,111 ATMs) is already tailored to the needs of this group. ATMs recorded 142,000 events during this period, with an average correction time of one day, compared to the two business days specified in the protocol.
More than 75% of the industry has so far included these improvements on their web pages and mobile apps.
Regarding the adaptation of digital channels with simplified language and appearance, To date, more than 75% of the industry has included these improvements on their web pages and mobile apps.
More than 200,000 seniors receive financial education
Regarding financial education, A total of 236,785 customers over the age of 65 were given financial, digital or fraud prevention training in the first six months of the year.
Financial education programs of Spanish banking institutions It is part of the Financial Education Plan supported by the Bank of Spain, the National Securities Market Commission (CNMV) and the Ministry of Economic Affairs and Digital Transformation.
Special trainings were given to approximately 41,000 employees in the banking sector. offers more tailored attention to this group, which totals over 278,000 hours.
After signing the protocol, senior advisor figure extended, although not all entities have this modality. In total, at the end of the report, 3,900 specialist workers were better able to respond to the demands and needs of the elderly.
The next protocol monitoring report will be released in the first quarter of 2023, as expected. Until that time, The sector will continue to work to facilitate the adaptation of the older group to a new context characterized by digitalisation.