by Byron Connolly

Defence Bank introduces video calling

Aug 20, 2015
Risk Management

Defence Bank has unveiled a mobile app that enables its 90,000 customers to make video calls with bank staff.

The member-owned bank’s Video Call App – which it claims is a world-first – can now be downloaded through Google Play and App Store after being first used at its Enoggera branch near Brisbane’s CBD.

Defence Bank CEO, Jon Linehan, said the bank has been acutely aware of the geographical dislocation of many of its customers.

“The Video Call app has been developed to allow face-to-face content with our dedicated member service team from a location that’s convenient to each individual member,” he said.

“Aside from downloading the app, no registration process is required for accessing video calls. Members, or even prospective members, simply download it and call at those designated times.”

Linehan said the bank’s customers had been particularly receptive to online banking and he expected the app to be keenly adopted.

“They will be able, in a secure way, to handle all their banking needs including home loans, personal loans, car loans, term deposits and investments, insurance and everyday banking,” he said.

“Many Defence Force members are in their 20s and early 30s and want this type of technology. What has to be remembered is that military personnel, in particular, are regularly transferred, so this will allow them to establish a personal banking relationship even when they don’t have access to a branch,” he said.

Technology is increasingly driving customer engagement at Defence Bank.

Mid last year, the bank said it was doing a proof of concept on predictive analytics software to help retain customers and better tailor services such as personal loans.

CIO Ian Brown said at the time that Defence Bank was doing a complete transactional analysis, looking at patterns and behaviour over the last three to four years within its membership.

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