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Author: Greater Bank

Meet our Coffs Harbour Branch Manager, Darlene Fisher

Find out more about how Darlene and our Coffs Harbour Branch are supporting the community they call home.
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How long have you been in the role?

I joined Greater Bank in November 2017 and have been in my current role for 21 months, but who’s counting!

What sets Greater Bank apart from the competition?

Greater Bank has been named Home Lender of the year twice, which I think says a lot about us! Plus, we have a wonderful reputation for being extremely competitive on our home loan interest rates. I also think one of the biggest differences is our people who always go above and beyond for our customers.

As the branch manager, what are the key principles that you and your team live and work by every day?

The key principles my team and I live by are honesty and integrity. Without this, an individual’s personal brand is tarnished, creating doubt and concern, which in turn impacts our professional brand. Honesty and integrity are both qualities that follow you in everything you do whether it is personal or professional.

What are the most challenging and also rewarding parts of your role?

The most rewarding part of my role is seeing our staff grow in confidence, competence, capability and courage. When you’ve had even a small hand in the development of your team’s skills, it is a joyful and rewarding thing to watch.

The most challenging part of my role is being multi-faceted and spreading my time between our staff, our customers and developing a new team just to name a few. I find my time is often conflicted and impacted by having to be a full-time home loan lender and branch manager, while managing people and the various day-to-day operational needs of both the business and key stakeholders expectations and outcomes.

What's your most memorable customer interaction at the Coffs Harbour Branch and why?

My most recent memorable customer interaction was with a customer I’m currently helping apply for a loan who commented on how happy and bubbly I was. He said this helped him feel relaxed in the interview, which in turn allowed him to feel comfortable enough to open up about his financial needs. He was very forthcoming in letting me know that I was a wonderful asset to the Greater team!

How has your branch supported the Coffs Harbour community?

At Greater Bank we are committed to supporting the community that supports us, so we were thrilled to sponsor the local Carols by Candlelight for the very first time in 2018. As part of our sponsorship of this event, a number of our staff volunteered their time on the night to help spread the Christmas cheer and hand out Greater Bank giveaways.
We have also assisted local youth at the Coffs Careers Expo where we helped to educate them on day-to-day banking, how to open an account for their first job and to look at banking as a possible career choice.

What do you love about Coffs Harbour and the community?

As a community, I love that Coffs Harbour is a relatively small but buzzing regional centre with beautiful scenery and landscapes. What I love about our Coffs Harbour branch is that it is so culturally diverse; we have a wonderful spread of male and female staff from various cultural backgrounds and our community is really enjoying and embracing this change. This benefits our community greatly as it is fantastic hearing our customers being able to speak in their native language with staff as well as our male customers commenting to me about how good it is to have more male staff ‘in the house’.