Interview with Danny Tang, IBM Global Banking, with Gearóid Power, CEO of Antuar at Mini Conf '18 talking about Universal Banker.
Can the Universal Banker provide a reliable and satisfactory service?
The universal banker is hype.
There is no such thing as a universal banker, as many roles in the bank need special licences and special certification. Nobody can do that.
We do see a lot of trend with declining head counts, so you must move towards multi skilled employees. You compliment that with things like video.
So universal banker is a model that is inevitable - and you need to do that as you shrink the size of your branches. For sure.
So does that mean the Universal Banker is more like a Branch Concierge?
The concierge provides customer service, and that makes it much easier for Branch Managers to schedule time.
Referrals to other members of staff usually resulted in the customer just walking out - so now the universal banker (concierge) can provide the up-sell in the moment with the assistance of video, technology, and their own experience.
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