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Newbury launches ‘home-to-branch’ mortgage video call service

Newbury Building Society has introduced a video call mortgage advice system following a successful pilot.

The ‘home-to-branch’ Skype-style system aims to enable customers to undertake appointments with mortgage advisers from their home or workplace.

Customers are required to have an internet connection and desktop or tablet to use the system and allow the society’s mortgage advisers to provide the equivalent of a face-to-face mortgage appointment.


Karen Smith, sales manager at Newbury Building Society, commented: “Video appointments are rapidly becoming commonplace with high-street banks and as a mutual run for and by its members, we felt it was important to provide an accessible and flexible solution to complement various lifestyles without compromising on the excellent customer service we are recognised for.”

Through the video service, documents can be shared on screen so customers can see what is being discussed and read through forms with the mortgage adviser.

Smith said this approach enables Newbury to connect more customers to its mortgage services, especially those who are unable to travel to a branch or work some distance from their branch home towns.

Video appointments are available for new and existing customers from Monday to Friday and Saturday mornings. Customers will be sent an email link prior to their designated time slot with instructions on how to join the video call.


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