Report by Heike O’Sullivan
I suppose here in Kenmare, we’re lucky when it comes to banking. Not only have we branches of two of Ireland’s largest banks, we also have a rejuvenated Credit Union and, of course, the Post Office with its range of financial services.
In line with global changes of consumer behaviour, our Irish banks, too, have embraced Digital Banking. So many of us rarely call into our bank’s physical branch nowadays as online banking is so very convenient. However, what of those bank customers without digital knowledge, without proper broadband, those that regularly require cash or coin services or, indeed, those who quite simply want to walk into their bank and be treated by a real-life person, as a valued customer?
By the time you, dear Reader, will enjoy this latest issue of the Kenmare News, Bank of Ireland (BOI) Kenmare will have cut their counter services to a meagre two and half hours per day. From 2nd August last, morning-only counter services between 10am and 12.30pm will have been introduced, in line with BOI’s new national policies. If you need coins or foreign currency in the afternoon, or don’t want to use self-service machines you won’t get satisfaction here. Despite the resultant public outrage and severe criticism by organisations such as the Financial Services Union, the Consumers’ Association, Age Action and Business Chambers in Kerry, I suppose we here in Kenmare should be happy that at least we are getting our daily 2.5 hours. You may already have learned from other media outlets that BOI branches in places like Killorglin or the busy market town that is Castleisland have discontinued their counter services altogether.
Conor Brosnan, Kenmare BOI branch manager, assured me, “[BOI] is committed to supporting vulnerable and elderly customers and a dedicated team provides additional support in the use of our digital and self-service options – 30,000 customers attended these ‘Tea and Teach’ sessions last year. We have hosted two of these in our Branch here in Kenmare, the most recent being July the 11th.”
However, Michael Kilcoyne of the Consumers’ Association of Ireland declared, “[BOI] is moving more and more away from its customers. The service to ordinary customers, the people who built the bank, is disgraceful. [...] I’m hopeful that there will be no implications for staff in losing their jobs.”
Kenmare Marketing and Events Group commented, “The decision by [BOI] to reduce counter hours significantly is deeply concerning. This will have a huge impact on the elderly in our locality but also on the tourism experience as Tourists will not be able to change currency in the branch after a certain time. We hope that this is not a precursor to a ‘cashless’ branch.”
Of course, not only customers of BOI have experienced a gentle yet increasingly insistent nudge away from the counter and towards Internet and ‘kiosk’ banking for some time now. AIB, too, introduced a range of self-service kiosks some years ago. Branch manager of AIB Kenmare, Colm Griffin, confirmed that, “of course AIB is changing with the times and Internet banking has become very popular, but our approach is that it is important to offer people a choice. Our motto is very much: We’re open for business; how can we help? Especially during the busy summer months, we have two counter positions open plus staff on the floor. As it stands, we have no plans to reduce this.”
As some banks are now less accommodating with a certain type of customer, Irish Credit Unions have not only remained as close to their member-clients as always but have even started to extend their range of product offers. Killarney Credit Union (Kenmare Branch) is proud of their slogan “Members Matter Most” and their policies reflect that. Their extended opening hours (Thursdays to 6pm, Fridays to 7pm) are convenient for after-work banking. The CU offer a full online banking service and mobile app; the only difference to a classic bank account is that, at present, you cannot set up direct debits or standing orders from your CU account, nor is there currently a bank card available. Although businesses can’t presently set up trading accounts, they can apply for a competitive business loan. Members’ transactions aren’t subject to any fees whatsoever, and everyone can always be assured of personable, patient, face-to-face service. General services include bill payments, mobile phone top-ups and foreign currency exchange.
Our friendly Kenmare Post Office continues to offer a range of personal deposit accounts, savings and investment products, as well as foreign exchange. They provide some banking services for AIB, Ulster Bank and Danske Bank customers, and are happy to process your bill payments, money transfers and Social Welfare payment. Local staff are there to help until 5.30pm on weekdays, and from 9am to 1pm on Saturdays.