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Goodbye 2020 and hello 2021, from your local branch

It has been a year like no other. 2020 has challenged us all like never before, but also given us the opportunity to reset and refocus our priorities.  

Before the curtain comes down on the year, we caught up with some of our Branch Managers in your region to reflect on the challenges of 2020 and what they are looking forward to across the Christmas and New Year period.  


PENRITH: Branch Manager – Joan Lawless 

“COVID-19 has effected everyone in different ways, on both a personal and professional level 

As a team we faced daily challenges at work, such as helping some of our long-term customers change and adapt to a new way of banking and providing support to ensure they felt both comfortable and confident in using things like auto-payments for bills, debit cards and internet banking.  

We also had colleagues with family working in front line occupations such as nurses and police officers. This presented challenges that required specialised support.  

While this all took a level of adjustment, the most positive thing to come out of the year was witnessing the way we all came together, worked as a team and managed these changes. 

This was closely followed by the mighty Panthers making the NRL Grand Final. 

We are all looking forward to spending time with family and friends over the Christmas period, and for some, hopefully travelling interstate to do so. 


MONA VALE: Branch Manager – Edmond Chan  

“Maintaining a positive attitude throughout the year has been the key to managing our changing work environment and helping our customers adapt to a new way of conducting their banking with us. So much was out of our control so we just had to roll with it with a smile on our faces. 

A number of customers came to us during the onset of the pandemic experiencing financial stress due a job loss or severe downturn in their business. It was tough to see good people in these situations, so to be able to provide then with hardship relief was both heartening and rewarding 

Despite the doom and gloom of 2020, there is much for our branch staff to look forward to in 2021. While I’m looking forward to celebrating my first anniversary working at Mona Vale, Audrey is planning a visit to Queensland to visit relatives and Mia is getting married!” 

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