TCI: CIBC FirstCaribbean responds to complaints about long lines and slow service

#TurksandCaicos, May 9, 2021 – One of the TCI preferred banks has offered a list of remedies to their clients who find themselves in long queues under the scorching sun, waiting for long hours to be served. 

A highly disappointed customer reached out to our news organization to look into what their bank was doing to rectify the painful and repeated circumstance of towing long lines for long stretches of time, only to find one bank teller and no empathy.

This and other such queries prompted us to seek answers from the national manager as to why there seemed to be a struggle in delivering fast services to the customers; the steps the bank’s management was taking to onboard people to their e-systems and what they could do until in the interim to improve service to their thousands of customers.

In his response email, the manager of the CIBC FirstCaribbean, Larry Lawrence stated that the currently daunting long queues were due to the strict protocols adopted by the bank to protect and comply with the regulations set by the TCI authorities. 

“Improving our clients’ experience and meeting their expectations is at the heart of what we do as a relationship-focused bank. Where we fall short, we immediately seek to revise our approach as best as we can for the benefit of all.

However, the reality is that the COVID-19 pandemic has resulted in the need to adhere to strict protocols aimed at protecting both our employees and clients as they interact with us daily.”

In an emailed repl, to our emailed questions Mr. Lawerence further explained:  “Our challenge is not unique, as other financial institutions or other places of business in general continue to deal with maintaining and adhering to strict social distancing protocols. FirstCaribbean will always continue to follow all guidelines as mandated by the authorities in this regard.”

But is the explanation sufficient, whether for CIBC FirstCaribbean, RBC or ScotiaBank, which comprise the offering of commercial banks in this jurisdiction.   Is better service encumbered by health regulations or by a lack of will or creativity on the part of the banking institutions.

The manager assured the vast amount of transactions being performed in recent weeks were related to the Government Stimulus cheques and encashment services. 

Even though the manager tied the slow service delivery to the current pandemic, the slow service delivery at the branch had been an issue prior to the Covid-19 pandemic.

A strong recommendation from Mr. Lawrence was for individuals seeking to cash cheques to open accounts with the banks and benefit from the full range of supporting services that will eliminate the need to visit the branch for these routine transactions. 

According to Lawrence, having accounts at the bank, allows the customers to access effortless and free e-banking services, and use their drop box to lodge cheques, thereby avoiding long lines.

“We know that while there are some transactions that may necessitate a visit to our bank, we have enhanced our digital channels – online and mobile banking – to provide a continued safe, secure option for clients to bank at their convenience without having to visit the branch,” the manager added. 

In his closing statement, the manager thanked the clients for their patience and understanding and promised the bank will continue working to improve their client’s experience.