Existing Customer Hub
KBC Hubs to remain open until after customers have transferred to Bank of Ireland
As part of its orderly and phased exit from the market, KBC Bank Ireland has today announced changes to its Hub network which will take effect in six months’ time.
As KBC Bank Ireland begins to wind down its operations it is our determination to meet our responsibilities and to minimise the inconvenience caused to our customers. The transfer of customer products to Bank of Ireland is expected to happen in early 2023 and all KBC Hubs will remain open until that point. As such, KBC Hubs in Galway, Limerick, Lapps Quay Cork, Wilton Shopping Centre Cork, Waterford, Maynooth, Main Street Swords, Blanchardstown Shopping Centre, College Green Dublin, Baggot Street Dublin and Stillorgan will close permanently on 10th March 2023.
KBC’s contact centre is the preferred choice for customers as 90% of all customer service queries are handled through the contact centre and 97% of active KBC current account customers are digitally enabled. KBC has increased staff numbers significantly to support customers through this period of change. For example, the number of employees working in the service contact centre has doubled since the announcement of the agreement with Bank of Ireland.
Recognising that a small group of customers prefer to visit a Hub, the six months’ notice period was chosen to ensure that all customers who may use a Hub to service their current account can continue to use the Hub for support with switching or closing, should they wish to do so. KBC customers will be able to close their current account using the KBC App in the coming weeks. It is envisaged that all current account holders who are more likely to want to visit a Hub, will have already closed or switched their current account before the closure of any Hubs.
This ensures that any remaining active customers have strong digital profiles and will continue to manage their accounts through the contact centre, online and mobile banking channels after the closure of the majority of Hubs. The KBC Grand Canal Dublin Hub will also remain open until the 31st August 2023 to support a small number of customers who may still wish to attend a Hub in-person.
A dedicated Care Team is in place to support customers who require additional assistance or may have specific needs due to a vulnerability. This team will proactively engage with customers who may need additional help and provide one-to-one support for those customers.
KBC Bank Ireland can confirm that there will be no immediate impact for Hub staff and we have commenced the process of engagement with staff on eligibility for transfer to Bank of Ireland under the TUPE legislation. The approach to staff transfers and redundancies will be informed by this process, by our responsibility to staff and the ongoing needs of customers.
KBC Bank Ireland can confirm that there will be no bank-wide redundancies in 2022 as a result of today’s announcement, a small number of employees in selected teams where work has concluded or significantly reduced will exit the bank through redundancy by the end of 2022.
We continue to listen carefully to our colleagues to best understand their needs and wants through our direct engagement model and the employee council. KBC Bank Ireland would like to acknowledge and thank all KBC staff who continue to provide excellent service and support to our customers through what is a personally challenging time for them also. KBC staff continue to go above and beyond every day and KBC is extremely grateful for their continued commitment and support.