In an era increasingly dominated by digital, BCCM member, Tasmania’s Bank of us, is thriving by providing a more personalised approach. Towns in the State, where other institutions have shut or pulled back, continue to have full-service stores staffed by locals who know the region well.
Emma Birchall, Customer Experience Leader at the Wynyard store, says the demand for in-person service is stronger than ever. “We find a lot of locals want the comfort and security of dealing with someone over the counter,” she explains. “My advice is if that’s the case, just come in for a chat and let’s see what we can do.”
Just 50 kilometres away in Ulverstone, retail leader Linda Rayner sees generations of families returning. “I’m now seeing my third generation of customers,” Linda says. “It’s special to help younger people apply for their first personal loans, just like I saw with their parents and grandparents.”
Bank CEO Paul Ranson highlights the importance of keeping operations local:
“Where some companies centralise or offshore their services, our team members are right here in Tasmania. The average wait time to talk to us is less than 50 seconds, and we feel that’s crucial in today’s world.”
– Paul Ranson, CEO, Bank of us
With a 155-year history and a $1.5 billion loan book, having good digital offerings while continuing to provide personalised service is a model that’s working. Bank of us has just announced the addition of 2,355 new customers as part of its half-year results.
