How long have you been in the role?
I’ve worked in the finance and banking industry for 20 years now, the last three of which have been with Greater Bank in Orange.
What sets Greater Bank apart from the competition?
After two decades in the industry, I know the one key thing that sets Greater Bank apart from our competitors is the personalised service that we provide our customers. Everything we do is for the betterment of our customers.
As the branch manager, what are the key principles that you and your team live and work by every day?
We have a small but very dedicated group at the Orange branch who understand both the value and importance of teamwork to ensure we provide our customers the with best service at every interaction.
Together, we work to ensure that every customer experience is a memorable one.
What are the most challenging and also rewarding parts of your role?
It’s not surprising that 2020 presented all of us, including staff and customers, with some of the greatest challenges we’ve ever faced. Everyone was affected in some way by drought, COVID, bushfires and floods.
A number of our customers were dealing with the prospects of facing unforeseen financial difficulties due to these many challenges. This at times was even tougher for employees, who, faced with their own set of circumstances, would front up each day with a smile on their face ready to serve our customers.
It was tough, but again, it was that teamwork and support that got us all through it. I’m very proud of what we achieved, both personally and for our customers.
Without a doubt the most rewarding part of my job is helping customers achieve their financial goals. Having the opportunity to tell someone that their loan is approved, and they can purchase their dream home or car is just priceless. It puts a smile on my face every time.
What's your most memorable customer interaction at the Orange Branch and why?
We’ve had so many memorable experiences. In fact, every experience with a customer is memorable in some way.
One in particular though was working with a customer who had pre-approval from her broker to purchase a new home. She then sold her property only to discover her loan was not formally approved. As you can imagine, it was very distressing for her. We were able to step in at that point and work with her to ensure she could continue to purchase the property. She was so appreciative of our help.
How has your branch supported the local community?
Supporting the wider community is something we love to do. Most recently we purchased Easter eggs and made personalised cards for clients from Cerebral Palsy Alliance. I had the pleasure of joining our staff to make the delivery, which was such a wonderful experience.
We are also supporters of Clontarf Foundation in the region, as well as Orange Netball association
What do you love about Orange and the local community?
There is so much to love about this community; from the fresh produce to cool climate wines, colourful foliage, and snowy winters. We have award-winning restaurants, boutique shops, bustling markets, all set in the shadow of a striking volcano. The people in Orange very much embrace traditional values of working hard and respecting others. It’s a fantastic region to visit and even better to place to live.