By NATARIO McKENZIE
Tribune Business Reporter
CONSUMERS may be "delaying the inevitable" by moving from Royal Bank of Canada (RBC) to escape a digital banking drive that has attracted 60,000 persons to its mobile app.
Kevin Darling, RBC's head of business banking for the northern Caribbean, acknowledged that the bank's digitisation push would likely drive some clients to other institutions.He argued, though, that they were merely delaying the inevitable since other banks were likely on the same path. "I think the move to digital is inevitable," Mr Darling said.
"Change is often uneasy for a lot of people. We are going to work with all of our clients and ensure they can fit into the digital environment.
"There will be some that want to try and do business elsewhere. I think people may be delaying the inevitable by doing that because I think our whole industry may be heading down this road."
RBC is this month implementing several changes in a bid to improve customer service, efficiency and security, and reduce long in-branch waiting times and queues, by driving clients to Internet and mobile banking.
Deposits and transfers to other RBC clients' accounts, with the exception of FINCO clients, have not been accepted since January 2.
The 'fast deposit' service will no longer be available from January 15 and, as of January 31, wire transfers will not be processed over-the-counter and standing orders for credit card payments will be discontinued.
Instead, the bank has advised customers to use its ATMs (Automatic Teller Machines) to deposit cash or cheques, and employ its mobile app to pay bills, credit cards, transfer funds, send wire transfers, check credit card balances and make payments to other RBC clients.
Mr Darling said the number of persons now using RBC's mobile app "in the 60,000 range". RBC has also announced it is ending certain services for non-clients. This includes cheque cashing, bill payments, taking deposits or exchanging foreign currency.