NAB makes face-to-face advice commitment

NAB has pledged itself to investing in the bank's face-to-face advice business, saying it is essential for millions of Australians and should be there for customers when they need it.

In an address to the American Chamber of Commerce in Melbourne this week, NAB chief customer officer for consumer banking and wealth management, Andrew Hagger, cited investment in digital as an important part of helping customers seeking face-to-face advice.

“Helping customers connect the tools and transactions they complete digitally with the conversations they have with their adviser delivers a better, more efficient customer experience,” Mr Hagger said.

“So, we will invest in our advice business – this will involve improving our systems so that customers can get more efficient service from their advisers.”

Mr Hagger added that the bank is increasing its state-based adviser support team to 150 people “to provide better local on-the-ground support to advisers across the country”.

“We’ve also added 50 funds to the MLC Wrap and Navigator platforms recently to help advisers better serve their customers,” he said.

“And we’re investing in technology to reduce adviser administrative and compliance workload, so advisers can spend more time with customers.”

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