NatWest and Royal Bank of Scotland launch TechXperts to boost customers’ digital confidence


NatWest and Royal Bank of Scotland launch TechXperts to boost customers’ digital confidence

NatWest and Royal Bank of Scotland are investing in specialist ‘TechXperts', to ensure branch staff are trained to support customers in using online and mobile banking.

Supporting individuals

22 February 2017

Every NatWest and Royal Bank of Scotland branch is to get a specialist TechXpert who will help customers use online and mobile banking and raise awareness of other convenient ways to bank. Customers who need support to access online and mobile banking will also be able to get help over the phone.

By the end of April 2017, more than 1,000 NatWest TechXperts and 200 Royal Bank of Scotland TechXperts will be in post, one for every branch in England, Scotland and Wales.

TechXperts will support customers by setting up, demonstrating, and showing them how to make the most of online and mobile banking and advising them on how to stay safe and secure.

In addition to the TechXperts, almost 10,000 NatWest branch staff and more than 1500 Royal Bank of Scotland branch staff will receive training to ensure that at all times customers are dealing with digitally savvy staff. More than four million NatWest customers and 1.25 million Royal Bank of Scotland customers already regularly use online banking and ONS[1] figures show that 60% of UK citizens use the internet to access banking facilities. While 87% of 25-34 year olds access internet banking, this rate falls to 26% among the over 65s.

Jane Howard, Managing Director of NatWest and Royal Bank of Scotland Personal Banking, said:

“Banking is almost unrecognisable from what it was when I started my career in a branch 36 years ago. While more customers than ever before are taking advantage of the convenience and simplicity of mobile and online banking some people need further support. Our TechXperts will help make sure our customers are confident to make the most of the new technology, features and services we are offering them.”

NatWest and Royal Bank of Scotland partnered with workforce tech company Freeformers to develop the training programme. Freeformers have previously worked with organisations such as Vodafone, Tesco and the BBC.

(1) ONS Internet access – households and individuals August 2016

Related articles

New NatWest platform offers quick and easy loans to SMEs

NatWest launches a new digital platform to speed up the lending process for SMEs.

Royal Bank of Scotland mobile app receives updates

A series of enhancements have been made this week to the Royal Bank of Scotland mobile app which will let customers do more of their banking when on the move.

Latest news

RBS to help 2.5 million people each year to be more financially capable

RBS has today committed to helping 2.5 million people in the UK each year to improve their financial capability.

RBS to increase lending to sustainable energy sector following £1.1bn securitisation of loans to UK sustainable energy market

RBS has executed a £1.1bn securitisation deal with Macquarie Infrastructure Debt Investment Solutions (MIDIS), which will allow the bank to recycle capital and increase lending to the sustainable or renewable energy sectors.

RBS launches £1 billion Female Entrepreneurship Funding and announces targets to help create at least 50k new businesses by 2023

RBS has today announced a new £1 billion in funding through NatWest to support female entrepreneurs in the UK to scale and grow – the largest intervention by a UK lender focused specifically on female-led businesses.

Set Tab for lightbox