Every Royal Bank of Scotland (RBS) and NatWest branch will have a resident technology expert to help customers with online and mobile banking.
Around 1,200 so-called TechXperts will be in more than 1,200 branches by the end of April 2017. The experts will inform customers about the services they can get outside branches, as well as offer support.
The banks will also provide digital skills training to around 10,000 NatWest and 1,500 RBS branch staff.
The banks said more than four million NatWest customers and 1.25 million Royal Bank of Scotland customers already regularly use online banking
Jane Howard, managing director of NatWest and Royal Bank of Scotland Personal Banking, said the way people bank is almost unrecognisable from what it was when she started her career in a branch 36 years ago.
“While more customers than ever are taking advantage of the convenience and simplicity of mobile and online banking, some people need further support. Our TechXperts will help make sure our customers are confident to make the most of the new technology, features and services we are offering them,” said Howard.
In 2015 RBS had a strategy of closing branches as more of its customers bank online. At the time, Moray McDonald, senior executive at RBS, told a House of Commons committee that hundreds of millions of transactions previously completed in branches have now moved online.
“We are seeing a revolution in the way our customers want to bank,” McDonald told the committee at the time.
Research from Forrester research in 2016 found that UK citizens use a mix of channels to interact with their banks and make transactions, according to recent Forrester research.
The research found that 28% of customers used mobile banking and 73% banked online in 2016, compared with 69% in 2015. However, it also revealed that a significant 36% of customers still visit bank branches.