AT for banking: interview with Charles Kingsmill

AT Chat’s theme this month is banking and finance, and how AT can support people with disability to access these services, and what can be done to make them more accessible. 

To get an insider’s perspective of banking, we reached out to Charles Kingsmill, a former senior leader in Australia’s member‑owned banking sector, with more than 15 years’ experience leading customer‑facing teams across branch, phone and digital channels. In his role as Head of Member Care and Member Direct at Defence Bank, he focused on advocacy, accessibility and supporting customers experiencing vulnerability. His focus has been on how banking can better serve people with disability as services continue to shift online, which we explore with him in the interview below. 

What was your role while working in finance? 

I worked in the Member Owned banking sector for over fifteen years, in roles which focussed on leading customer facing teams which all involved providing service to a diverse member base. In my final role as Head of Member Care and Member Direct I was responsible for Defence Bank's Member Advocacy and Contact Centre functions where support for members experiencing vulnerability of any type was part of the teams' responsibilities.  

What did your role involve?  

Among a broad scope of responsibilities, I had ownership of ensuring Defence Bank's members received quality service through the channel that was most appropriate for them. Utilising insights gathered through data to identify channel preference and service requirements – and the subsequent development of policy and practice to meet this – were key functions of this role. In terms of supporting member accessibility needs, flexibility in choice of channel is essential – as there is never a one size fits all solution. While consumer behaviour is definitely accelerating to online/remote service channels (partly through being shepherded towards these by the industry due to the obvious cost benefits), these do not always provide appropriate support for consumers who have challenges accessing or using digital and remote challenges. 

What was most important to you in your role?

Ensuring that customers were valued and supported by employees who were equipped and empowered to provide exceptional and personalised service that met the member needs at the various stages of their financial life journey. The real challenge of my various roles (that I relished) was in recognising and effectively responding to the particular needs our members faced at different stages in what is a unique life.  

In recent feedback from our AT user community, they mentioned wanting more info around apps for banking and finance, as well as wanting the focus of accessibility be on ensuring existing services are as accessible as promised, rather than investing in new technology. Was this perspective reflected in your experience? 

Absolutely. There is a tension that exists due to the pace of change in service delivery methodology, where those consumers who are either challenged by their ability to safely and effectively utilise digital platforms, or who for other reasons are resistant to change, are being left behind. Increasingly, decisions in relation to policy and platform accessibility are made from a basis of assumed digital access and familiarity – which tend to leave sections of the community (including but not limited to people with disability) struggling to have their banking and finance requirements effectively and safely delivered.    

Do you have any tips for managing finances, in particular for people with disability and those who support them? 

In general terms, understanding what your individual needs are, and then trying to match those to a bank who meets these, would be my recommendation.  

If you value or require in-person access to a physical branch, then look for a bank that has a physical footprint that aligns with where you are located. If remote and digital access is your primary channel of choice, look to banks that provide safe and reliable apps that are highly rated in public forums.  

Is there any AT you’d recommend for banking and managing finances?   

In theory from a consumer banking perspective the majority of banks in Australia – at least those majority who are signatories to the Accessibility and Inclusion Principles for Banking Services: Opens in new window  – are similar. In practice, adherence to these does vary - which is where accessing peer review sites such as Reddit to inform your choice of provider, is highly recommended. If problems with service or accessibility are encountered and are not readily resolved through your bank's normal service channel I would always recommend contacting your bank's Customer or Member Advocate whose motivation and ability to cut through resolution of service and access obstacles can provide meaningful resolution of any challenges being experienced. 

We also reached out to our AT user community, to hear about their experiences with AT and banking, and what solutions they have found to address accessibility barriers they have faced. 

In regards to the AT that people use to access banking services, voice-based AT was the most common. Screen readers, voice commands, and spoken guidance reduce strain and cognitive load, especially for users with vision impairments, neurological conditions, or mental health challenges. 

As already emphasised by Charles Kingsmill, with accessibility there is no one-size-fits-all approach; as such there needs to be a wide range of options available to ensure that all customers get equal access. This includes ensuring that even though there’s a push towards digital services, there need to be options for those who require in-person services.  

Our community’s priorities for accessible banking are: 

• Clearly communicate what accessibility features are available 
• Design interfaces that prioritise simplicity and clarity 
• Maintain multiple access options including phone and in-person branch support 
• Test products with people who have lived experience of disability 

• Product specific comparison websites (Finder and Canstar)  
• Reddit and ProductReview.com.au: Opens in new window  offer peer to peer and consumer driven reviews about service and app usability