TSB launches a virtual bank, saying the COVID-19 crisis has proven customers can still get personal, human service, but more conveniently via a video call

TSB has launched a virtual bank, with its marketing manager saying the COVID-19 crisis proves customers can get personal, human service more conveniently via a video call.

TSB says people anywhere in New Zealand can access its online branch, through which they can discuss home lending needs via a video call, join TSB and open accounts.

"The new portal on the TSB website means people will be able to instantly book a video call with a mobile mortgage manager to talk lending at a time that suits them. New Zealanders can also join TSB and open an account on the new portal in just a few minutes, with modern technology confirming their identity by filming a short video selfie," TSB's general manager of marketing and customer experience Justine St John says.

St John notes that during COVID-19 lockdown, when many bank branches were closed, using video calling and digital services to meet our daily needs became the new normal.

“What COVID-19 proved was that you can still get that personal, human touch via a video call, but connecting this way is more convenient. For example, it removes travel time to get to a meeting, conversations tend to be speedier, and all of that gives you more flexibility in your daily schedule,” says St John.

“Virtual Bank was born from that desire for more convenience, because it means people all over New Zealand, regardless of if they have a TSB branch nearby, can click a button at any time of day, to book a video call appointment with one of our friendly team."

TSB has 24 branches half of which are in Taranaki. A TSB spokeswoman says the bank has no current plans to close branches.

"In fact TSB is part of the regional banking hub trial and in doing so, is part of the commitment to close no regional branches while the pilot is underway," the TSB spokeswoman says.