When the quarterly customer research landed on Bank of us CEO Paul Ranson’s desk this week, the message was clear: Tasmanians are rating personal service at the top of their list.
“Our customers overwhelmingly indicate our service approach is one of the top attributes they like about banking with us,” Paul said. “That feedback tells us we’re getting it right. But it also reminds us why it’s so important to keep service at the heart of what we do - whether that’s in person, over the phone or by email.”
While many banks have centralised or moved call centres offshore, Bank of us remains proudly Tasmanian.
Emma Birchall, who leads the Wynyard Store, sees every day how much face-to-face service still matters. “People want the comfort and trust that comes from sitting down with someone who knows their community,” she says. “My advice? If you want that peace of mind, just pop in for a chat — we’re here to help.”
In Devonport, Sophie Ewins says it’s the human moments that make the job special. “One of the things I love is seeing someone open their first account, save for a goal, and then come back to tell you they’ve done it,” Sophie says. “Sometimes we’re there for the big milestones - other times we’re there when people really need support. Either way, you’re not just another number here.”
Head of Retail, Brooke Batchelor says keeping service local - and personal - is what sets Bank of us apart. “We never lose sight of the fact that a call or a visit might be the most important part of someone’s day.”
Last year, the average wait time to talk to someone at Bank of us was just 1 minute 24 seconds.
“Overall, how we engage with our customers is a source of real pride for us,” Paul says. “Our promise is simple: to keep people at the heart of banking.”
