[JustLurking2022]

Worked in an investment bank, although not in a client facing role, and it's not quite as simple as it seems - if your client reaches out with a question via text or WhatsApp, technically you should redirect them to use your bank's secure messaging app of choice.

The problem is no one has ever heard of Symphony, doesn't want to install it so they can ask a simple question, and the user experience is meh at best. If you do the right thing, clients would likely perceive you as difficult to work with and perhaps go elsewhere. To done extent, the inevitable fines might be seen as a necessary cost of doing business. So a pretty severe crackdown was necessary to ensure everyone is properly incentivized to inflict this pain upon clients.