Financial Health + Inclusion

As the global markets respond to the impact of COVID-19, we find ourselves in challenging financial times. Just 12 years after the 2008 markets signalled an impending financial crisis, we’re about to hit potentially in the deepest global recession in decades. (According to the World Bank).

In times like this, the need to maintain and improve financial health has never been more important.

What is financial health?

While there is no specific number or score that measures financial health, people with good financial health pay close attention to things like credit, debt, savings, retirement planning, and insurance. Financial health measures your ability to meet your financial needs and prepare for unexpected financial emergencies.

Financial health is fundamentally key to leading a happy and successful life. Creating a sound financial present does more than alleviate current stress – it lays the foundation for a stable and secure financial future. Poor financial health, which includes symptoms like low credit scores and little to no savings, can be bad for your physical and mental health. It can also put you and those who rely on you at risk.

Financial well-being now essential post-Covid

What impact has COVID-19 had on our financial health?
These are difficult times for everyone. The coronavirus outbreak is having a profound effect on people’s health – physical, mental, and financial.

The number of people who are anxious about their financial situation has more than doubled, from 16% before COVID-19 hit to 37%. Older generations are feeling more confident due to less debt and their reliance on pensions, while Millennials and younger adults, people with dependent children, and those who have been laid off are worrying more about their financial future.

Mullen Lowe Profero published research (August 2020) focusing on two communities who have been hardest hit this year: 18-25-year olds and small businesses. The survey finds the ability to absorb financial shock the critical worry affecting wellbeing and 40% of 18-25-year-olds are sometimes afraid to look at their bank account.

Other interesting findings include:

Over two-thirds of respondents are now demanding financial education to find peace of mind

40% of 18-25-year-olds say that thinking about their money has a negative impact on their wellbeing

The research highlights the 60% of the audience feel banks should help them have the capacity to absorb a financial shock.

More than half of 18-25 year olds agree that a bank’s role is now to: provide education on money management, help them keep on top of financial goals and help them save enough money to cope with the ups and downs of life

Finally, another push for a larger focus on financial inclusion

Financial inclusion is a key driver in tackling poverty and boosting economic growth. Yet a staggering two billion adults across the world still do not regularly use a bank account or have access to a financial institution via a mobile device.

Today, around 13 million of the lowest-income individuals in the UK – around 20 per cent of the population – are financially excluded by mainstream banks and lenders, who use traditional credit scores to assess creditworthiness, an approach typically unsuitable for these individuals.

Financial inclusion means ensuring access to bank accounts to everyone who needs one – including people with no permanent address. The move towards a cashless society is accelerating apace, but those without access to mainstream banking risk being left further behind. And financial inclusion also means not paying extra to access the same financial services as wealthier people.

Why aren’t banks serving these customers today? The most common reasons include:

  • Lack of or inadequate education
  • No valid identification
  • Geographic challenges
  • Financial products too expensive
  • No credit history

What can we do here at YAN?

While these barriers can be significant, at YAN Bank, we believe technology now provides the means to overcome many of these challenges and will form a core component as we build our infrastructure today and in the future.

Through our products and services, we aim to considerably reducing costs (commissions) compared to traditional players by cutting out manual tasks and intermediate players through technology. Typical examples here are remittances (money transfers) and peer-to-peer lending.

As part of our business model, YAN will be leveraging e-commerce data for financial inclusion

YAN Bank will launch a YAN Money-101 series in an easy to use, accessible and jargon free format to help our customers get the most from their money.

Through tapping into digital ecosystems and smart technology, YAN are building an accessible Fusion Bank. To find out more, visit www.yanbank.co.uk

Tech enabling happy customers

Over the last 10 years, banks have faced the fallout from the global financial crisis, regulatory reforms, the birth of new competitors, and now a global pandemic. The speed that modern technology has developed has meant that the traditionally slow-moving financial institutions have had to invest billions to remain relevant to customers, and competitive in the marketplace.

Old fashioned banks, no thanks.
Customers’ lifestyle habits are increasingly motivated and directed by the speed and simplicity of online services; the same is true of how they want to bank.

Customers expect convenience, security, and personalisation – and that demands a far more agile, personal approach to banking. Consumers’ growing desire to access financial services from digital channels has led to a surge in new banking technologies that are reconceptualizing the entire retail banking market.

Better customer service? Then tech is essential…

Perhaps the biggest way that FinTech is disrupting the finance and banking sector is through customer service. Remember when banking was tiring and slow… you had to stand in lots of queues, file lots of paperwork and be physically present!

In a recent Qualtrics survey (*1) of more than 550 banking customers, poor service and poor financial advice emerged as top reasons why people leave their banks. 

69% of customers surveyed listed poor services as the primary reason for leaving, with 56% indicating the bank could have changed their mind if any attempt had been made to salvage the relationship.

What are the tech options available to support better customer service?

Self Service
Despite it being a clear competitive differentiation, the financial services industry has been slower than others to implement self-service capabilities and best practices. As a result, many institutions are missing out on valuable opportunities to reduce call centre volume, provide 24/7 support, and improve overall customer service in banking.

Consumer self-service has become a growing trend, with 74% of customers reporting that they have used a self-service support portal in the past; another 81% reported that they’ve attempted to resolve issues on their own before contacting a live service representative. (*2)

Be contactable. Whenever the customers wants.

Live Chat
Customers expect timely and flexible support. Through virtual banking, you can offer a live chat conversation, which can be transformed into a video chat in mere seconds by clicking a URL provided by a consultant. When no advisor is available, customers can use a chatbot to find answers for many typical questions quickly.

Chatbots
Chatbots are rapidly become the norm for customers to interact with. AI enabled chatbots can help customers with a variety of tasks from engaging to interacting with customers 24/7 – breaking down the idea of traditional banking hours. Customers are becoming increasingly comfortable conversing with chatbots for a variety of things making this a logical next step for the bank to invest in. 

Artificial Intelligence (AI)
The financial customer experience of the future will be significantly affected by AI. This will be most notable through the delivery of mass personalisation and assisting customers as they overcome low levels of financial literacy.

AI is today being used for the daily challenges faced by many businesses like CX, loyalty building, anomaly detection and fraud prevention. Here are some scenarios for AI use cases in banking: Location intelligence, Query routing, Biometric authentication, Natural language generation (NLG), Behavioural biometrics, ID verification, KYC and AML, Sentiment analysis, Customer lifetime value modelling and Call centre agent matching

Technology is the enabler that makes it easier and frictionless for the customer which in turn creates substantial competitive advantage. Yan Bank are challenging the universal banking model with their lower costs, personalized insights, predictive intelligence, user-friendly interfaces, easy accessibility, and simplified processes. Through tapping into digital ecosystems and smart technology, YAN are building an accessible Fusion Bank.

References

(*1) Hitachi Solutions https://global.hitachi-solutions.com/blog/how-to-improve-customer-service-in-banks

(*2) http://info.microsoft.com/rs/157-GQE-382/images/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf