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Nationwide offers link service

By North Devon Journal  |  Posted: April 17, 2014

ADVICE: Nationwide's new video link mortgage service.

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NATIONWIDE Building Society in Bideford has introduced a new service, giving its customers access to mortgage advice six days a week.

Customers can "meet" a mortgage consultant through a high definition video link. The consultants, based at Nationwide's Northampton office, are able to offer the same beginning-to-end and fully compliant mortgage service as an in-branch consultant.

The service is available during branch opening hours all day Monday to Friday and on Saturday morning, depending on availability.

This increases the accessibility of mortgage consultants for customers, with potential appointments increasing from one day a week to six, reducing waiting times and offering greater flexibility to customers.

The introduction of this service to Bideford is part of a wider national rollout, with 61 Nationwide branches now offering customers greater access to mortgage advice.

Graeme Hughes, Nationwide's group director for distribution, said: "The trials have gone very well and we've found customer feedback overwhelmingly positive. We interviewed customers from all walks of life, young and old, and 93% rated the service as good to excellent as a face-to-face replacement. Given our excellent reputation for customer service it's vitally important that the way we use technology adds to our service rather than detracts.

"The roll out of this service to over 60 locations means even more members have the opportunity to access our mortgage deals."

Nationwide is the first building society or bank in Europe to use this technology, supplied by Cisco, in this way.

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