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UOB dedicates daily banking hour to vulnerable customers; shuts one-third of branch network

Source: UOB

United Overseas Bank (UOB) today announced that from 8 April 2020 it will prioritise the first hour of banking operations at its branches to serving elderly and vulnerable customers.

The initiative is part of UOB’s response to help customers continue to manage their full range of banking needs during the nation’s ‘circuit breaker’ period.

UOB’s dedicated hour will enable customers who are more vulnerable, such as those above 60 years old, who have disabilities or are pregnant, to bank with peace of mind at all UOB branches. Other customers who visit a branch during that hour will be served after the elderly and vulnerable have been assisted.

The Bank will also deploy its branch employees as Safe Distancing Ambassadors to guide customers on maintaining appropriate distance from one another during their visit to the branch.

UOB implements additional precautionary measures to protect customers and colleagues Given that fewer customers are expected to visit the branches during the “circuit-breaker” period, UOB has reviewed its branch network capacity and adjusted it accordingly for the next few weeks. From 11 April 2020 to 4 May 2020, 38 UOB branches in strategic locations island-wide (see Appendix) will remain open, keeping to existing operating hours. Most of these branches are located near other essential services such as grocery stores and food and beverage outlets.

By having two in every three branches open, UOB will ensure that its customers have convenient branch access for their banking needs. For those 24 branches it will close temporarily, UOB will ensure the nearest open branch is within a three kilometre radius. Customers can visit UOB’s website at https://www.uob.com.sg/uob-branches-and-atms/locator.html to locate the branch closest to them and for details on opening hours.

Ms Janet Young, Head of Group Channels and Digitalisation, UOB, said, “We would like to reassure our customers that our full range of banking services will continue during this “circuit-breaker” period. We are taking a careful and considered approach to ensure our customers are provided with the full range of banking services while we do our best to protect their well-being and that of our colleagues.”

For UOB’s branches that will remain open, the Bank will maintain its stepped-up precautionary measures. These include safe distancing to limit the number of customers in a branch at any point in time and ensuring a one-metre spacing between them. All visitors to the branch will also be thermal screened and will need to complete health declaration forms to enable contact tracing should the need arise.

UOB encourages customers to use the Bank’s digital services The Bank also encourages more customers to use UOB’s comprehensive suite of digital services and solutions for their banking needs within the safety and comfort of their homes. For example, through our all-in-one mobile banking app, UOB Mighty, customers can pay their bills, manage their finances and apply for banking products on their smartphones. Digital services for UOB’s business customers include UOB Business Internet Banking Plus, through which they can transact, manage their trade activities and apply for COVID-19 relief assistance.

UOB’s self-service banking machines, as well as the shared automated teller machine (ATM) network with OCBC of more than 1,200 ATMs island-wide, will remain fully operational and accessible for customers who need to deposit or to withdraw cash. The Bank has also stepped up cleaning of its machines, auto lobbies and branches.

“As we make these adjustments to do our part in protecting our customers, colleagues and the community, we ask for our customers’ understanding during this period. We will monitor the situation and our customers’ needs closely to ensure that we maintain a high standard of customer service and experience in these extraordinarily difficult times,” Ms Young said.

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