Executive: Bank has good digital channels

A PARTICULAR highlight for Kina Bank since fully acquiring ANZ’s retail, commercial and small-medium enterprise (SME) business has been the performance of its digital channels, chief executive officer Greg Pawson says.
Pawson said they launched the fastest Eftpos (electronic funds transfer at point-of-sale) terminals in the market that had received positive feedback from vendors and customers.
“Our mobile apps have one of the highest ratings in the app store and our USSD (unstructured supplementary service data) platform Konnect has been singled out as particularly strong and user-friendly – especially as it gives customers the ability to top up their electricity,” he said.
“For most customers, the transition to our internet banking platforms has been good.”
Pawson said there were some customers who had experienced difficulties – for example, cards expired before Sept 23, online passwords were locked out before the transition, some customers were trying to access cheque accounts instead of savings on ATMs (automated teller machines) which caused confusion, or trying to access personal banking rather than corporate banking or vice versa.
“For bigger businesses, it’s been more complex and we’ve had to manually onboard them to our digital corporate banking platform,” he said.
“It has been a particular point of concern and we’ve been working to try to make this as simple as possible.
“We know how frustrating this has been and I’d like to personally thank and reassure people that we’re working 24/7 to resolve their issues.
“We’ve doubled the size of our contact centre which is now operating around the clock and set-up a digital hub for support.”