Lloyds Bank and Halifax customers can now speak with a mortgage advisor from the comfort of their own home with the introduction of a new video link to consumer laptops, desktops or tablet computers.
The extension of the service follows a successful trial run throughout Lloyds in 2015. The bank says a third of appointments that would have been completed over the phone are now conducted via video, with 95% of customers rating the experience as good or excellent.
Appointments can be made between 8am and 8pm during the week, and between 9am and 2pm on Saturdays with Lloyds and 9am and 4pm with Halifax. Additionally, 16 Lloyds Bank branches are piloting the use of the video service for customers coming into the branch, aimed at increasing mortgage appointment availability at peak times.
David Oldfield, group director, retail and consumer finance says: “Our customers’ needs are continuing to change. They want greater choice, convenience and value whether that’s in branch or online - and they want these things in a time and place that suits them. For those who are unable or choose not to visit a branch but who still prefer a face-to-face conversation, this video service is a fantastic channel for them to use. It enables us to connect more customers to our mortgage experts in the way that is most convenient for them.”