RBC opens possibilities

Lalo Goordial, an RBC Royal Bank client of 25 years, described his experience: “I used to go to Carlton Centre, but this (High Street) is a convenient location and if anything, the customer service and ambiance are even better here. It is good to see friendly faces as well, because I know that they merged staff from both branches. I look forward to seeing what improvements they make as they continue to deliver quality service.” Prior to the 8 am opening, the High Street staff began their day with a team breakfast, which was an opportunity for the employees, a combination of High Street and former Carlton Centre branches, to interact and prepare for their new experience. RBC Managing Director Darryl White, who was at the branch on opening day, said the merger was an opportunity for the Bank to deliver on its commitment to its clients in the San Fernando community and environs.

“We have brought together two strong and experienced teams to serve our clients and the community of San Fernando. It’s in keeping with our strategy to get closer to our clients so we can more effectively and efficiently address their financial needs and life goals.

We are able to achieve this on multiple fronts that include our digital innovations such our mobile banking app and Internet banking, which now complement our established channels such as ATMs, teller phone banking and our client contact centre. Our branch network remains an important feature of this outreach to clients as the branches are a trusted place where our clients can come for service and advice,” White said.

White and High Street’s Branch Manager, Devanand Birju, spent the morning alongside their staff, greeting clients and assisting them with their transactions. “This has been quite an experience for us,” Birju said. “Our employees have been highly engaged throughout the process and we could not have been successful without them.” Retail Assistant, Chanelle Ramsingh, who had worked at the Carlton Centre branch, said she was looking forward to the changes.

“I worked at that branch for five years and because of the open communication and shared vision, I am excited by this new opportunity to grow and improve with an expanded team and new customers. We are adapting well and are bonding as a unit because we are all dedicated to serving the needs of our customers. They didn’t just open the doors to this branch today, they opened doors to new opportunities for everyone involved.” Birju said clients, too, shared their feedback and were anticipating the expanded and upgraded facility.

“At every stage of this process, we got feedback from our customers and spoke to staff, and everyone understood the need for change and improvement. At the end of the day, this was a very successful merger of both branches,” Birju added. White also noted: “We have a clear strategic vision at RBC and at the heart of it all is the benefit of our customers and the communities in which we operate.” According to educator and maths master, Dr. Fayad Ali, “I’ve banked with RBC for 15 years and they’ve always been competitive in terms of providing better products and service to clients. I enjoy the fact that they are always in contact and communicate offers that benefit me. Although technology is changing banking, I appreciate that they still provide old-fashioned one-on-one customer service and they are never to busy to discuss any matter.

They took a very positive approach with regard to this merger of branches and showed that it is really all about us, the customers.”