Seniors actively using online banking and
mobile
TORONTO, May 7, 2020 /CNW/ - While continuing to provide
financial relief to thousands of Canadians coping with the impacts
of COVID-19, RBC is also focusing on keeping seniors safe by
helping them bank online with confidence. And it's working. RBC has
introduced customized support, including special services for
seniors, reinforcing the message: be safe and stay home. In just a
few weeks, digital enrollment by clients aged 60+ has grown
significantly, as has adoption of electronic money transfers and
online payments.
"We've seen our communities disrupted, and as we provide support
and relief across the country, we want to take special care of our
most vulnerable populations," said Neil
McLaughlin, Group Head, Personal & Commercial Banking,
RBC. "We're giving our seniors the tools, resources and confidence
they need to stay safe, and bank from home. Our teams are reaching
out to them to provide access to resources and tutorials that will
help them bank online safely and securely, as well as personalized
assistance where needed."
To help clients who typically use the branch, RBC has initiated
a series of outreach programs with local advisors across the
country. The goal is to proactively reach out to close to one
million clients – more than 60 per cent who are seniors – to check
in on their needs, enable them with digital banking and the
confidence to bank online where needed, and support their financial
well-being.
Helping seniors stay home and stay safe
With
government recommendations that seniors self-isolate, RBC offers
front of the line access for seniors at branches that are open, for
those who must visit a branch for critical banking needs that can
only be completed in-person. For all other transactions, RBC call
centres provide priority service to seniors. No action is required.
Clients are identified when they call RBC using their bank
card, and from there, calls are prioritized. To date, more than
40,000 calls from seniors are coming in per week, and the majority
are asking for assistance with:
- transferring funds
- paying bills
- enrolling in online banking
Seniors are actively adopting and using digital
services
From mid-March to mid-April alone, RBC saw an
increase of 84% in digital enrollment by seniors – and a 210%
increase in digital activity by seniors who were already enrolled
but had not been actively using these services for at least six
months. This increased use includes seniors using online banking
and mobile options each week to send electronic money transfers (up
55%) and to make payments (up 12%).
Resources for seniors
RBC has created a new website
that includes a series of video tutorials and instruction guides to
help Canadians with banking at home. The videos and instruction
guides walk through how to use RBC Online Banking and the RBC
Mobile app for a wide range of banking activities including: how to
enroll in RBC Online Banking, how to download the RBC Mobile app,
and how to reset a password. The tutorials can be accessed at
rbc.com/bankeasy.
Boomerang, powered by RBC Ventures, is a social community that
empowers learning, sharing and connection for adults aged
50+ in Canada. Through the
recently launched online platform Boomerang at Home, all
Canadians can participate in interactive online experiences
ranging from cooking, jewellery-making and meditation to book
clubs, personal finances and tax preparation. Boomerang also offers
businesses and Canadians with a skill to share the opportunity
to host an online experience, with full tech support,
onboarding, and financial compensation. All Boomerang online
experiences are being offered for free for a limited time and are
available in English only at this time.
Protecting our communities and employees
While
ensuring continuity of essential banking services for clients, RBC
has enabled more than 75,000 employees to work from home. Branches
are practicing physical distancing and limiting the number of
clients in branches at all times. In addition, 40 per cent of
branches have been temporarily closed, and clients are asked to
reserve branch visits for critical needs that can only be resolved
in-person. Clients are encouraged to use the RBC Mobile app and
Online Banking for safe, easy and 24/7 access.
RBC continues to collaborate with the Government of Canada to offer online enrollment of Canada
Revenue Agency's (CRA) direct deposit, and assistance to Canadian
small businesses.
For immediate access to information about the RBC Client
Relief Program and self-serve relief, go to
rbc.com/covid19. For clients who are facing more extreme financial
hardship, please book an appointment with one of our advisors
through our online appointment booking service to schedule a time
to speak by phone.
About RBC
Royal Bank of Canada is a global financial institution with
a purpose-driven, principles-led approach to delivering leading
performance. Our success comes from the 85,000+ employees who bring
our vision, values and strategy to life so we can help our clients
thrive and communities prosper. As Canada's biggest bank, and one of the largest
in the world based on market capitalization, we have a diversified
business model with a focus on innovation and providing exceptional
experiences to our 17 million clients in Canada, the U.S. and 34 other countries. Learn
more at rbc.com.
We are proud to support a broad range of community initiatives
through donations, community investments and employee volunteer
activities. See how at rbc.com/community-social-impact.
SOURCE RBC Royal Bank