Customers at more than 60 Nationwide branches are now able to access mortgage advice via a high definition video link.
The new service is called Nationwide Now and allows customers to talk to a mortgage consultant at a time that suits them. These consultants, based in Nationwide’s Northampton office, will offer the same beginning-to-end and fully compliant mortgage service as an in-branch consultant.
Nationwide says it is the first financial services provider in Europe to use this technology in this way, and currently has the largest offering of this service of any financial services company in the world.
The society is also developing plans to introduce Nationwide Now throughout its branch network across the UK and to expand it to include other products.
The service has been well received by customers, with 94 per cent of people who have used the service reporting that they thought it was a good or excellent replacement for a face-to-face meeting.
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. 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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