The past 6 months have been unprecedented in the scale of the challenges faced by the economy both locally and globally. We’ve had to adopt new ways of doing business and, as a Bank, we’ve been proud to do as much as we possibly can to ensure a safe operating environment for our staff and customers, as well as to offer as much support as possible to impacted businesses during this time,
As we begin to return to more open activity, we have considered the changes we’ve adopted and have identified some key areas where we believe a more permanent change will be appropriate.
Grobank remains absolutely committed to relationship banking as the core of our customer service approach. For us, included in this approach is the ongoing commitment to meet customers at their premises wherever possible rather than in a branch. To this end, we have taken the decision to consolidate our business suites into core central locations from which our relationship and service management teams can fulfil this promise and meet customers at their own premises.
This means important engagements around planning, structuring your banking needs, etc. will largely now be handled at your premises or a location of your choosing. Administrative functions like the signing of documentation can be handled either at your premises or via email. Transactional functions will largely be offered electronically or through the service teams in the central locations. While our aim is to ensure that we reduce the burden of banking by meeting at your premises, we will certainly continue to welcome those customers that wish to meet with us at our offices and those facilities will continue to be available for meetings and any administrative or support needs you may wish to address with us should you prefer to be at our premises.
We are therefore in the process of consolidating some of our suites, and this means that there will be 3 offices countrywide from which our relationship and service teams will operate being Sandton, Cape Town, and Durban.
The Sandton office will consolidate the current Gauteng business suites in Menlyn, Roodepoort and Bedfordview and will serve as home base for these relationship management and service teams.
Unfortunately, the impact of the pandemic has meant that Grobank has had to review its presence in certain locations and, as a result of this assessment, we have taken the decision to close our Port Elizabeth office at the end of September 2020.
Grobank remains absolutely committed to relationship banking as the core of our customer service approach. As a result, we are reviewing options to maintain presence in Port Elizabeth to engage with you at your premises. We will share this feedback with you at the end of September in a follow up communication.
In addition to the above commitment to search for a solution for our valued Eastern Cape customers, we will also ensure that online and virtual channels will be open to provide you with uninterrupted service. This means important engagements around planning, structuring your banking needs, etc. can largely now be handled using any of the video chat applications that have become so common due to the pandemic (Zoom, Skype, Microsoft Teams as examples). Administrative functions like the signing of documentation can be handled via email. Transactional functions will largely be offered electronically or telephonically / via email by the service teams in the Cape Town office.
Continued Commitment & Support
We would like to assure you that this change will in no way reduce the close level of service you have come to expect from your relationship manager and his / her support team. We will continue to meet and service you at your premises or at a location that suits you and the needs of your business best.
We remain committed to providing practical solutions to ensure that we are still able to deliver appropriate service to you and will continue to engage with you to ensure that we meet your expectations.
We look forward to continuing our relationship with you in the future and welcome your feedback and input on how we can continue to improve our service levels to you.
For further information, please contact your relationship manager.
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