How did the French banks organize their commercial activities during the period of pandemic blocking of Covid-19 ?

The banking sector is impacted by Covid-19. The banks were not prepared to deal with this crisis. Their PNB is falling and loans to PME, which are vital to the European economy, are also being affected.

How did the French banks organize their commercial activities during the period of pandemic blocking of Covid-19?

First, we’re going to talk about agency restrictions. Second, we’re going to talk about online and mobile applications. And finally, we’re going to talk about customers treatments.

The restrictions put in place in the agency are related to security related to COVID-19, they have put gel masks available and we close the agency in order not to have contact with the customer. Not all the advisers are at the agency. For example, every other week, a counsellor comes to the agency or works at home.

In mobile or online applications, customers are much more autonomous. They can manage their accounts remotely and do operations. If they have questions, they can call the agency or send a secure message via the app. For urgent requests, they can come in agency equipped with a mask but also applied the safety distances. Example: a customer is now obliged to make his transfer directly to the application even if he has difficulties using it.

For the treatment of the customers they are carried out thanks to the telework, the secure messengers and the customer service. For product or service subscription requests this was done by electronic signature. There was no relief for individuals for the credits, but for businesses the credits carry over loan repayments for up to six months, with no penalties or additional costs. Example to finalize a real estate credit can send the contract via secure messaging so that it signs.

The devices put in place are correct at the customer level and are understandable to them. Their requests are still taken into account as if there had not been COVID-19.

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