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Bank makes customer service pledge

by Staff Reporter8 minute read

Jessica Darnbrough

ING DIRECT has vowed to improve its customer service proposition for both new and existing clients.

Speaking at an industry roundtable in Sydney last week, ING DIRECT’s head of broker sales Mark Woolnough said the bank was looking to implement various strategies that would help its broker partners better service their clients.

“We’ve got a couple of big projects in the bank at the moment. One of those projects looks at the ways we can improve the service we provide to new customers. We are currently in the throes of automating all our systems so that any new customers are on boarded in a timely and efficient manner,” Mr Woolnough said.


“For our existing clients, with an ever increasing portfolio, we have trouble looking after them using manual processes, so we are investing heavily there.”

Mr Woolnough said moving forward the bank was committed to helping its broker partners in every facet of their business, including helping them understand and interact with new technologies.

“We believe interaction between broker and client will change in the future. In a more mobile world, brokers will be forced to modify the way they talk to and help their clients. We want to do whatever we can to help brokers make this transition and be equipped to deal with the new technological world.”

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