Listening to people from different parts of Europe, everybody claims that banking went online, and the role of branches significantly decreased. In my example, the last times i visited a branch of my bank was when i opened my account and when i applied for
a mortgage loan. For every other reason i use online and mobile banking, and of course ATMs occasionaly. Honestly I do not have a good feeling when i need to go to the branch, i am afraid of not finding a parking place nearby and then queueing in the bank.
When i ask other people why branches are important, i often get the answers that this building a sense of trust to their bank and they can get explanation of the complex products like - again - mortgages.
I can confirm, mortgages are complex, very difficult to understand for most of the people, including myself. Somehow the relationship
branch means mortgage means headache
became the perception of the customers.
How to solve this challenge? Employ better people in braches? Take the
mortgages online? I don't think so.
One solution can be to create much simpler mortgage offerings which are not frightening for the customers. It shouldn't be more complex then a term deposit. 3-4 parameters to be set, simple process (and hide all the internals, like flat valuation, debtor list
check and scoring please), and finally simple, visualized offers, which are the signable contracts as well. Is it possible?