Our customers’ banking habits continue to evolve and at Hume Bank we are adapting to these changes.
As customers requested alternate ways to bank to minimise the interruption during the Coronavirus pandemic, we responded to ensure the least possible disruption in challenging circumstances for all customers. Since the pandemic was declared in early March 2020, we have received an almost 20% increase in calls over the same period the previous year, as well as online requests for help. In particular, calls to our hardship line have increased compared to the period before the pandemic.
Over the same period, visits to branches have fallen more than 30% per cent in some locations, as customers followed social distancing and lockdown requirements. With transaction volumes in branch reducing significantly, there has been a corresponding large increase in customers completing their banking online through iBank and the Hume Bank App and using our Contact Centre for enquiries.
Adapting to these changes and to support our customers with banking online and over the phone, we trialled moving more of our Saturday staff into the Contact Centre and no longer opened Hume Bank branches on Saturdays to support our customers’ changing needs. During the week our staff are always available at our branches and our Contact Centre is available on 1300 004 863 Monday - Friday 8:00am - 5:45pm and 9:30am -12:00pm Saturdays. iBank and Hume Bank’s App remain available at all times.
Hume Bank remains committed to supporting our region and communities. While some of our smaller branches are trialling alternate business hours and will be open Mondays, Wednesdays and Fridays only, our commitment to our customers to ensure they are supported with their financial needs and have access to the banking services of their bank remains steadfast.