Banking conversations are detailed, regulated and personal. For Deaf and hard of hearing customers, a branch visit can mean long waits, misunderstandings and the uncomfortable choice of bringing someone along to interpret private financial details. The good news: a few practical changes remove most of these barriers.
1. Before the customer arrives
- State on your website and app that SASL interpreting is available in branch and by video.
- Let customers book an interpreted appointment online or by SMS/WhatsApp – not only by phone.
- Make sure every branch has at least one tablet or PC that can connect to a video interpreting platform.
2. In the queue
- Use visual queue displays and make sure ticket numbers are shown, not only called out.
- Train floor staff to recognise when a customer is Deaf and to offer an interpreter straight away.
- Keep a simple laminated card at the entrance: “Need a sign language interpreter? Show this card.”
3. At the counter
- Connect to an on-demand SASL interpreter rather than relying on written notes.
- Position the tablet so the customer can see the interpreter and the consultant at the same time.
- Speak directly to the customer – “What would you like to do today?” – not “Ask him what he wants”.
4. KYC, FICA and account opening
Onboarding involves legal terms, consent and identity verification. Make sure the interpreter has time to explain each document, and confirm understanding before the customer signs. Interpreted sessions with audit trails help show that consent was informed.
5. Card issues and fraud
Lost cards and suspected fraud are urgent. Deaf customers should not have to wait for a booked interpreter to block a card or report suspicious activity. On-demand video interpreting in branch and in the call centre closes this gap.
6. After the visit
- Send a written summary and next steps by email or SMS.
- Invite feedback in an accessible format, including SASL video feedback.
- Review interpreting usage monthly so you can staff and train accordingly.
Making it sustainable
The most successful banks treat accessibility as part of service quality, not a special project. They include it in staff training, measure it alongside other service metrics and choose technology that works on equipment they already have.
See how SignBridge SA supports branches, call centres and digital banking on our banking solutions page, or request a banking demo.
