This is what customer service means at Qudos Bank

As a customer-owned and community-minded bank, we are committed to our customer support and service responsibilities. Here’s how three of the Qudos Bank team are working hard for our customers.

Customer support takes all forms at a bank. It might look like general account enquiries, in-person services within our branches, fraud and scam prevention, helping our members find the right product for them or working with clients to assist them through times of hardship. No matter what, our customers’ needs come first. At Qudos Bank, we pride ourselves on the myriad of ways we support the people that matter most. Here’s how some of our team members are doing just that.

Angela – Personal Bank, Niddrie Branch

Angela joined Qudos Bank almost seven years ago, and now works as a Personal Banker at our Niddrie Branch in Melbourne. For her, this business is all about relationships; gaining trust with our members and helping them feel safe and secure in their banking. “I thoroughly enjoy seeing the satisfaction and giving the best service and outcomes for our members,” she says. “Whether it’s a simple transaction or a complex request, knowing I can help our customers – or, if I can’t help, at least find the right answers – gives me a lot of satisfaction. I give them the time, the tools and the information they need to make their own choices.”

For Angela, customer service – particularly in a financial setting – is about instilling confidence, and also fostering that emotional connection. “I try to make everyone feel like they’re part of the Qudos Bank family,” she says.

Susannah – Team Leader, Contact Centre

Susannah works on the front lines of our customer support network. She’s been a Team Leader at the Contact Centre for the last three years. The role calls for a mix of customer service skills and training, and for the last few months she’s been supporting Qudos Bank members as we navigate the merger with Bank Australia – helping them understand what it means for their personal banking.

“We have continued to work across both brands to ensure that customers are being kept in the loop and informed about their banking post-merger with Bank Australia,” she says. “My team is also there to answer and reassure our members who hold concerns about their accounts, discussing the benefits the merger provided, such as removal or lowering of fees across a number of products.

Susannah has also overseen training within the Contact Centre team, helping all of our service staff earn their Tier 2 accreditation, which allows them to provide general advice on certain products. “This means they’ll be able to provide a more informative service for our members about the products Qudos Bank has on offer,” she says.

Mathew – Team Leader, Retail Lending

Mathew has recently taken on the Team Leader role in our Retail Lending division. It’s a big job, and it comes with big responsibilities, including helping to improve collaboration between Bank Australia’s Chatswood office and Qudos Bank. “We’ve been providing training to the Chatswood team on our systems and policies,” Matthew says, “since they’re now helping customers to assess Qudos Bank home loans.”

Mathew has also created a custom training program for all new credit assessors and lending specialists who join the Qudos Bank team. Training is one of the hidden elements of good customer service: the better we can prepare and educate our staff, the better the service we can provide to members. “I enjoy training and providing guidance to individual staff,” Matthew says, “ensuring they continue to grow in their current career path.”

‍