BNZ launches a new Customer Care Line

02 October 2007
Media release – for immediate release

The Bank of New Zealand launches a new Customer Care Line

The BNZ launched a new Customer Care Line this week to help credit card customers who may be showing early signs of financial stress. Those signs include missing payments, regular cash advances and exceeding the credit limit, among others.

The goal is to identify those customers and proactively contact them to offer advice and information.

Chris Bayliss, General Manager of Retail Banking says ‘The aim is to reduce the customer’s anxiety levels, have a good conversation, and put a plan in place.’

‘When the pressure is on the temptation is to stop opening statements and hope the problem will go away. And there is perhaps an assumption that the bank will be judgemental or unhelpful. That’s not the case. This is an early intervention device which hopefully is the right conversation at the right time’ Bayliss says.

‘It’s early days yet, but the feedback this week has been great. Customers are pleased to have been contacted, and it’s an opportunity to ask questions about interest rate calculations, perhaps think about some clever ways of managing the card and talk about alternatives.’

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