“We find a lot of locals want face-to-face; they want the comfort and security of dealing with someone over the counter."
Emma Birchall, Customer Experience Leader, Wynyard store
“It’s hard to believe, given how busy the town is, but it has been good for us,” according to Bank of us Customer Experience Leader Emma Birchall, who heads the Wynyard Store.
“We find a lot of locals want face-to-face; they want the comfort and security of dealing with someone over the counter."
“My advice is if that’s the case, just come in for a chat and let’s see what we can do.”
About 50 kilometres to the east, at the Ulverstone store, Retail Leader Linda Rayner, a Central Coast local, has had an association with the bank dating back to her childhood.
“I’m now seeing my third generation of customers come through”
Linda Rayner, Customer Experience Leader, Ulverstone store
“My parents are customers and I remember going into the bank with my mum and sitting at the table drawing while she was getting things organised.
“I left school and started working at what was then Vincent’s Menswear, which was an agency for the bank at that time.
“I’m now seeing my third generation of customers come through as younger people start applying for personal loans for cars, and that sort of thing.”
The Bank of us network on the North-West also includes stores in major centres Burnie and Devonport. It’s strong presence reflects part of the 155-year history of Bank of us.
Bass Building Society was incorporated in Devonport in 1968, 20 years later merging with Equitable Building Society, which was established in Launceston in 1870.
In 2001, the name changed to B&E. There was a complete relaunch in 2017 to Bank of us.
“This is a source of real pride for us. The average wait time to talk to us is less than 50 seconds.”
Paul Ranson, CEO Bank of us
Following a period of sustained growth since, Bank of us now has more than 159 staff across Tasmania and a loan book of over $1.5 billion.
Bank of us CEO Paul Ranson said he believed the Bank was distinctive because of its commitment to maintaining its presence and high levels of customer care.
“The world of banking is moving more online and digital. We are evolving and improving our offering there too,” Mr Ranson said.
“But the foundation of what we do remains in-person support when customers need it – either in store, over the phone or by email.
“This is a source of real pride for us. Where some other companies have moved to centralise or offshore call centres, our team members are here in Tasmania, working in the stores.
“The average wait time to talk to us is less than 50 seconds.
“We feel that’s really important in a digital world which is more complex and at a time when everyone is rightly on guard for scams.”
