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Created on 15.04.2019

Digital banking: From beginner to experienced user in 150 minutes maximum

Still get worried about using online banking and mobile banking? The free “Go Digital” courses empower participants to carry out their banking transactions digitally and on their own. Course leader Cynthia Gebhard explains how quickly it can be achieved.

Looking at your account balance on your laptop, photographing invoices and paying them electronically or paying at the checkout with your smartphone: digital banking is on the rise. But how can you get started with online banking and mobile banking, in particular if you still feel unsure about using it. PostFinance guides its customers on this journey – with the “Go Digital” courses amongst other things. We asked Cynthia Gebhard to explain what the courses specifically help with. As a course leader, she has already conducted several “Go Digital” courses at the PostFinance branch in Baden.

“Are online banking and mobile banking even necessary?” You must hear this question a lot. What’s your response?

No, it doesn’t have to be this way. Of course, customers still have the opportunity to manage their banking transactions however they want: in a branch, by post or even digitally. But if someone would like to get to grips with online banking and mobile banking, we at PostFinance can offer support. For example, our “Go Digital” course introduce customers to digital banking.

And how does it work exactly?

We offer three “Go Digital” modules that build on one another. In the “Getting started” course, we guide the participants through the first steps of mobile banking. We install the PostFinance App together with you on your smartphone, and then practise checking the account balance or reviewing account transactions. The “Applying knowledge” lesson is about paying invoices using your smartphone or laptop or setting up standing orders. And in the “Consolidation” module, you learn about other digital banking functions and alternative payment solutions such as TWINT.

Do you need any prior knowledge for the first “Go Digital” module?

No, if you’re starting with the introductory course, you don’t need any previous knowledge. It’s an advantage to know your smartphone, computer or laptop’s basic functions. But these can be quite basic. Because in the course, we go through each step with each customer individually. It’s also important to know your passwords.

So the fear that you won’t understand anything during the course is unfounded?

Yes, definitely. We don’t teach a class, we accompany each participant individually. For example, when we set up the PostFinance App on the smartphone, we are there to support the user if needed. And naturally, we can answer any questions after the course too. But if someone still feels unsure after the module, they are more than welcome to take part in the same course again or to make use of an individual e-finance or mobile service consultation.

Who attends your “Go Digital” courses?

I’ve had 20-year-old students take part and an 80-year-old grandmother. The course is aimed at all age groups – and our audience is just as mixed.

And what’s the atmosphere like on the course?

Thanks to the group size of a maximum of eight people, the courses here at the branch in Baden are very friendly. I remember one course where the atmosphere was so good that the “Getting started” group decided to do the other modules together too.

Is what you learn on the course enough to be able to use digital banking by yourself?

Yes, whoever visits a “Go Digital” course, will be able to use digital banking by themselves straight away. You can achieve the greatest learning effect when you deepen and apply independently what you have learnt after the course. But as I said: we are always here to help with questions.

And for you personally: what motivates you to lead these courses?

I believe that customers will benefit from digital banking when they are able to independently manage their financial transactions conveniently, securely and simply, regardless of opening hours. And in addition, the “Go Digital” courses are a great opportunity for me to maintain personal contact with the customers and create trust. This is very important for me – especially in a digital world.

What feedback do you get after the courses?

Participants are happy that they have learnt so much in such a short time. When people are leaving and they say things like “I’m going to go home now and show my husband how it works, even though he sorts out our finances” or “That was easier than I thought”, we know that we have done our job right.

Digital knowledge in three modules

The free “Go Digital” courses last 45 or 60 minutes depending on the module. In the “Getting started”, “Applying knowledge” and “Consolidation” lessons, you will learn what the various online banking and mobile banking functions are and how to use them. After the course, you will be equipped to manage your banking transactions digitally and independently.

About Cynthia Gebhard

Cynthia Gebhard is a customer advisor at the PostFinance branch in Baden, where she leads the “Go Digital” courses.

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