Banking company HSBC has launched the first 24/7 self-service machine for identification and verification process in Malaysia. Aimed at minimising physical contact in compliance with new social distancing norms due to the COVID-19 pandemic, the service allows customers to open an account through the usage of digital forms. Apart from improved efficiency, customers can do this whilst staying at home, and at their own preferred timings, verify biometrics at any 24/7 self-service machine by visiting select HSBC branches.
Tara Latini, country head of wealth and personal banking at HSBC Malaysia said the company’s digital features were constantly being improved to empower customers to pick a banking experience that fit their lifestyle. “The launch of this online account opening service and our recent launch of DuitNow QR are part of our vision of the future of banking – a blended approach where we serve our customers with the best of our digital world and our people,” Latini added.
Mily Liang, head of customer value management, wealth and personal banking at HSBC Malaysia said customer experience was at the heart of everything the company did. She added that HSBC “completely redesigned” the account opening journey to provide a seamless experience to open a new account online through three simple steps. “We have introduced self-service machines for identification and verification process to provide our customers the flexibility to complete the account opening journey outside of branch operating hours,” Liang added.
Separately, HSBC recently re-hired former Johnson & Johnson's global head of digital Richa Goswami has returned to HSBC as the global head of customer and international, wealth and personal banking. She was previously with the bank for over a decade, last helming the role of SVP, global wealth management at HSBC Hong Kong from 1997 to 2009. It also named WPP as its lead agency group partner for global creative duties. According to HSBC, the new approach would help the bank manage its "one bank" approach, as well as give markets access to the right skills and capabilities for specific business challenges.