How ASB is leading the digital banking revolution

Many things have changed, but the move to digital banking is here to stay

It’s been more than a year since Covid-19 upended our lives and while some things are slowly returning to normal, the way people bank is changing.

The pandemic transformed more than just our shopping habits

– the rapid take up of digital payments meant it changed the way Kiwis deal with money. The trend towards online banking was under way before Covid-19 appeared, but the unprecedented impact of the virus effectively hit the fast forward button on banking’s digital revolution.

“Digital culture is part of an overall trend around the globe, and banking is a big part of this,” says Andrea Waijers, ASB’s Digital Engagement Manager.

“Online shopping, checking out the grandkids’ achievements on Facebook, watching your favourite shows online, listening to music – we do things online without thinking about it,” Waijers says, “and with digital banking we’re giving our customers an option which is convenient, saves time and gives them the freedom to do their everyday banking on their terms.”

Internet banking has come a long way since it was launched in 1997, and now more than 85 percent of ASB’s personal banking customers use internet or mobile banking every month to do their banking. “No longer do we have to wait for the kids to get off the phone so we can access the dial up internet connection!” Waijers says.

“In many cases we have our bank in the palm of our hand using a mobile phone, and, along with guided education through ASB’s team, technology has helped empower our customers to take control of their own banking - giving them the flexibility to do everyday banking when and where they want to.”

As the digital transformation continues at a rapid pace, ASB is making moves to ensure its customers have the knowledge and confidence to take control of their banking online.

The bank has several initiatives in place to support customers.

There are new roles for staff, with DigiLeaders who help customer-facing teams to boost digital awareness and education among customers.

The ASB How-to Hub has step-by-step guides to help customers get started with banking on a computer, smartphone or tablet and the Better Banking Workshops help older customers and those using digital banking services for the first time make the most of banking online.

ASB has a dedicated phone line for customers who are 65 years old or over to talk through any banking questions with an ASB staff member. This phone line is available Monday to Friday 8am 8pm, Saturday, Sunday and public holidays 8:30am - 5pm on 0800 272 119.

The journey to helping support ASB customers as they become accustomed to digital banking is a personal one, says Waijers.

“I started at ASB in the Whangarei Branch not long after FastNet Classic internet banking was launched, so the digital journey in banking has been with me all the way,” she says. “Now in my role as Digital Engagement Manager, I work closely with our customer facing teams every day to make sure they have the tools and knowledge to support our customers with digital banking.”

ASB is here to help make banking as easy as possible for its customers.

Register for a Better Banking Workshop to learn about keeping yourself safe online and getting set up with online banking.

Visit the helpful online tool, the How-to Hub, for guidance on your internet or mobile banking.

If you’re 65 or over, you can phone the dedicated phone line for everyday banking support on 0800 272 119.

The bank has several initiatives in place to support customers.

ASB FastPhone is a free 24/7 automated phone service where customers can complete basic banking tasks over the phone. Phone 0800 803 804 or talk to ASB branch staff