More than numbers, it’s our people

This is backed up by some impressive numbers—our customer base is growing, our customer satisfaction score sits at 97%, and if you need to call us, the average wait time is just around two minutes.

But behind the numbers, it’s our people who truly make the difference. Customer Service Week is a perfect opportunity to celebrate that.

Bank of us Chief People & Culture Officer, Jill Jetson-Shumbusho, says the customer focus starts with hiring people who ‘fit’ with our values: “The number one thing for us is an appreciation for people – both our customers and the team members you work alongside.” 

Jill said the goal of the Bank was to continue to improve its digital offering while providing highly personalised service face-to-face, on the phone or by email.  

"Every day, our teams see each interaction as more than just a transaction. It’s a chance to make someone’s day brighter, to provide support when things are tough, or to help set someone up to achieve their financial goals."

With more than 15,000 customer interactions each month, our frontline teams—whether in-store, on the phone, or responding to emails—are at the heart of keeping our customer promise.

Some days aren’t easy, but our customer experience consultants continue to show up with patience, care, and commitment. They’re the friendly faces who listen, the calm voices who reassure, and the problem-solvers who go the extra mile.

Often, it's about taking the time to guide customers through processes related to things like applying for a loan; changing an account or navigating a deceased estate. 

These moments show the real impact of customer service: connection, trust, and care. They remind us that while numbers tell part of the story, it’s the everyday actions of our people that make Bank of us who we are.

So, during Customer Service Week, let’s celebrate all the small moments, the extra effort, and the genuine connections that add up to something much bigger— service that truly makes a difference.