Customer service

Accommodations for written information (forms, documents, information pamphlets)
Accommodations for written information are usually requested by people with visual impairments or cognitive disabilities. Mercantile Bank, with the assistance of the Center for Information Accessibility at Access Israel, provides accommodations for written information in accordance with client needs and with advance coordination, including converting the information to an audio file (mp3), a digital file, or Braille text.

Translation into sign language
With assistance from the Institute for the Advancement of Persons with Hearing Disabilities, Mercantile Bank offers clients with hearing disabilities the option of having meetings with bank representatives translated into sign language by a professional interpreter. This service is provided for meetings which involve complex information (such as mortgage counseling, financial counseling, opening an account, providing credit, and so on) with advance notice. For this service, customers will be asked to consent to the presence of a third party at the meeting.

Mercantile Telebank - A telephone service hotline, available by dialing *3477

• The telephone service hotline provides assistance to customers with various issues including technical malfunctions, passwords, and so on.
• Mercantile’s Telebank call routing system has been adapted for people with disabilities. The information in the call routing system is recorded at a slow pace, in simple language, and without background music.

Service without waiting in line
Service without waiting in line will be provided according to the following order of preference: citizens with disabilities, clients age 80 and up, and then pregnant women.
Please note: The exemption will be granted to senior citizens and bearers of a certificate from the National Insurance Institute or from the Welfare Branch of the Ministry of Defense that contains an express mention of the exemption from waiting in line.

Assistance from a personal escort
A customer with disabilities is entitled to receive service with the assistance of an escort on his or her behalf. Bank Mercantile will respect the wishes of clients who express the desire to have another person present when they receive information and/or view documents at the Bank branch. In case the issue is performing transactions, which according to law and/or bank policy may not be performed by a third party without a power of attorney signed by the client, a client with disabilities (like a client without disabilities) may only request to have the transaction performed by the escort with a corresponding power of attorney.

Service experience
A client with disabilities may enter a branch and receive assistance with his or her service experience.

• Escorts provided by the Bank:
  Upon request from a client with disabilities, all Bank employees will be pleased to provide assistance with directions or reaching any branch service kiosk.
• Assistance filling out forms:
  In case forms must be filled out to receive service and a client with disabilities requests assistance in doing so, we will be happy to be of help (note that we are forbidden from signing for you!)
• Notification of clients whose turn has arrived:
  Upon request from a client with disabilities, we will inform clients when their turn to receive service arrives and assist the client to reach the appropriate station.
• Assistance from escorts provided by the Bank:
  Upon request from a customer with disabilities, branch employees will provide assistance with orientation and with reaching the appropriate location to receive service.

Assistance reading information on electronic signs (plasma screens):
Upon request from a customer with disabilities, branch employees will read aloud relevant service information that appears on electronic signage, such as plasma screens.

Accessibility Manager
For your convenience, the Bank has named an “Accessibility Manager,” Mr. Meir Shaish, who is responsible for leading and coordinating the Bank’s accessibility operations and for all questions on the issue.
You can reach the Accessibility Manager through the following methods:

• Through the contact form
• By email - meirs@mdb.co.il