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Over the years I have helped friends of my mum in their 60s and 70s move money across borders. Both times I drove to their house, sat with them to collect ID and KYC documents, and explained the process step by step.
People who spent most of their lives without the internet are understandably worried about doing things online. Scams, clicking the wrong link, or making a mistake can feel overwhelming. The reality is that many of our older clients are the ones moving meaningful amounts. Trust matters even more.
If you are dealing with an older person in any field, slow down and make it simple.
👉 Meet face to face when you can. A handshake and a calm conversation build confidence.
👉 Explain the why, not just the what. Show how each step protects them.
👉 Sit with them while you complete forms. Do the KYC together and double check details.
👉 Encourage questions. Let them set the pace.
👉 Follow up after. Confirm what was done and what happens next.
Great service is not just fast and digital. Great service is patient, clear, and personal. Deliver a seamless experience and protect their peace of mind.
They deserve it.
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