Nationwide launches video link mortgage consultant service

The UK's Nationwide has launched a new service that will see customers talk to a mortgage advisor based in Northampton via video link.

The UK’s Nationwide has launched a new service that will see customers talk to a mortgage advisor based in Northampton via video link.

Nationwide Now has been rolled out to over 60 branches and the bank says it is the first service of its kind in Europe and the largest offering by terminal in the world.

Graeme Hughes, Nationwide’s group director of distribution, said: "This service will drive down waiting times, increase access and offer greater flexibility for customers to meet a consultant at a time that suits them.

"This face-to-face service is just like being sat at a desk with a consultant, the only difference is that the person on the other side of the desk is in Northampton.

The remote banker service has reportedly been welcomed by customers, with 94% who had used the service saying they thought it was a good or excellent replacement for a face-to-face meeting.

Although it currently only applies to mortgages, the lender intends to extend the video link capability to other products in the future and to complete the roll out of terminals across its entire UK network.

Hughes says: "This technology ensures that there are no video or audio delays, it really is like you are in the same room.

"Our branch employees are also on hand to offer those additional touches that makes Nationwide the number one financial provider for customer service on the high street."

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