A collaborative approach with realistic timelines, additional staff and resources will help achieve an orderly exit of Ulster bank and KBC – says FSU

FSU launch Ireland Thinks poll which shows staff at breaking point dealing with increased workload with less staff and resources

John O’Connell, the General Secretary of the Financial Services Union has called on the regulator to instruct Ulster Bank and KBC to extend their timelines for withdrawal and to employ additional resources and staff to support customers changing accounts.

Speaking ahead of addressing the Finance and Public Expenditure and Taoiseach Committee in the Dail Mr O’Connell said:

“It was clear from the outset that a change this seismic would require the setting of realistic timelines for completion, extra resources, and staff to cope with the additional workload and the collaboration of all relevant stakeholders to ensure that there is a transparent and coordinated approach to this major change project. It is regrettable that the Banks did not adopt this approach from the start.

Banks take a very blunt approach to change, and we stressed in all our meetings with them and other stakeholders that appropriate time, resources, and transparency must be dedicated to this issue for a successful outcome and to regain the trust of the public. The important issue of staff wellbeing and welfare must be a constant focus for the Banks.

Mr O’Connell continued:

“Ulster Bank were aware when announcing the six-month deadline that the leaving banks were not ready to deal with the exits and the leaving Banks knew despite their public utterances that they were not ready to cope with the additional workload. 

On foot of our concerns, we employed an independent polling company “Ireland Thinks “to survey our members on staffing levels in their branch or department and how it is affecting customer services and their own wellbeing. The results are stark and expose the reality of the current situation.

The survey results indicate:

• 88% of respondents feel stressed at work either on a regular or very regular basis.
• 73% feel their workload has increased due to the exits of UB and KBC.
• 87% of respondents feel their department /branch is not adequately staffed. This rises to over 90% in both AIB and BOI.
• When asked what arrangements are in place when you are short staffed the predominant answer in an open-ended question was NONE.
• 87% of respondents feel staffing difficulties has led at some point to bad customer service.
• When asked are staff shortages impacting your personal life 80% of respondents replied that staff shortages are either greatly or somewhat impacting their person lives

We repeat our calls for  the regulator to convene a taskforce to coordinate an agreed implementation plan. The plan would include but not limited to:

• A transparent process where all stakeholders can see how many accounts have been closed and switched on a weekly basis. 
• A detailed plan on staff recruitment.
• The setting up of a dedicated desk in each branch to deal with customers looking to switch accounts or open a new account due to the exit of both Banks.
• Banks to publish training plans and statistics for new staff and for upskilling existing staff.
• Reversal of opening hours for the call centres.
• A stop to any plans for Banks to move to cashless branches for the next two years.
• A comprehensive communication plan for customers
• A commitment by Ulster Bank and KBC to keep existing branches open until at least the end of 2023.

ENDS