These are difficult and worrying times due to the spread of Coronavirus (COVID-19), and I wanted to take this opportunity personally to reassure you, our customers, about the steps we’ve been taking. In order to maintain clear focus during the unprecedented and fast-changing scenario, we have adopted three core principles to guide our actions:
- Wellbeing – actions that will support and protect the wellbeing of our people, clients and partners
- Service – actions that will ensure continued service excellence to our clients whilst minimising impact wherever possible
- Commercial – actions that will support all stakeholders and minimise any long-term commercial impact on the Group
The Currency Account remains well prepared to cope with various possible effects of the virus. Over the years we have invested heavily in building and maintaining our infrastructure, and it’s the strongest it’s ever been and as a result we are well placed to ensure everything continues to run as smoothly as possible.
We are committed to ensuring that your currency exchange and international payments continue to be processed as you would expect, and you can rely on us.
Here’s a summary of some of the measures we are taking.
- Business Continuity Plans (BCP)
- Team Member Planning
- Postponement of Meetings
- Flexible Working
- Travel Advice
- Supplier Risk Management
- Customer Communications
- Customer Choice
Business Continuity Plans (BCP)
The Currency Account does not currently anticipate any disruption in service levels as a result of COVID-19.All BCP’s have been reviewed and mitigating actions have been implemented where required.We continue to work closely with our key suppliers to understand and minimise any risks to service levels. Currently there is no impact to service levels.
Team Member Planning
We are monitoring staffing levels to enable us to maintain service levels. We collect information on a daily basis to understand which team members are working, self-isolating but continuing to work, and those who are unfortunately ill. Currently there is no impact to service levels.
Postponement of Meetings
We have taken steps to cancel, postpone or change the format of all meetings. Video conference facilities are available and tried and tested. As an extra precaution we have a variety of channels should one system fail.
Working from home plans have now been enacted. This has been tested as part of The Currency Account Business Continuity Plan and is adequate for the vast majority of roles. Our teams are able to work from home without compromise to security as data never leaves our encrypted systems. We can also connect our phone systems to staff remotely which means we can continue to provide excellent service and, again, with no compromise to security. Currently there is no impact to service levels.
The Currency Account has advised team members to strictly adhere to the local travel restrictions in place. In the UK, where a large proportion of our clients and team members are based, we will be following the very latest Government guidance and stopping all business travel.
Supplier Risk Management
The Currency Account carries out regular due diligence on all key suppliers, and therefore does not currently anticipate disruption to service levels. We have commissioned a specific COVID-19 vendor risk assessment process to identify, define, assess, remediate risk and maintain services. As part of this process, alternative suppliers may be sourced if this secures service levels for our customers.
We will update customer communications in relation to COVID-19 as and when required. In addition, our Relationship Managers are contacting customers to understand any individual concerns that we may be able to address.
The majority of our customer meetings have now been changed to online meetings. Upon request, The Currency Account team members will inform customers of their previous travel or self-isolation history that occurred prior to any exceptionally requested face-to-face meeting.
As a company we continue to focus on maintaining the reliability of our multi-currency e-banking platform and international money transfer services at all times for you, your families, and your business. If you would like any further information please contact us, email@example.com