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Unity Bank Adjusts Branch Operation Model in Response to Member Needs

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Published on August 31 2020

To adapt to the way our Members prefer to do their banking today, we are making some adjustments to our branch model. The new model will see new skills developed for existing staff, additional staff added to our Call Centre operation and an increase in the availability of our mobile lending services.  

Under the changes, the opening hours across all our branches will be adjusted so that staff can divide their time between over-the-counter branch services, Call Centre enquiries, online digital support and having personalised conversations with Members. 

From 21 September 2020, our branches will generally be open four to five hours per day for Members to conduct over-the-counter transactions, and outside of these times, the staff will assist in other areas of the Bank that also serve our Members. Our branches have been operating like this since March 2020 as part of our COVID-19 response and these changes will now be made permanent.

The nature of our banking services is changing rapidly with an increasing demand for more online and Call Centre services and an ongoing reduction of face-to-face transactions each year. More than 95% of transactions are now completed through our digital services, over the phone, with cards and at ATMs. We are responding to the clear preferences of our Members in how they want to bank with us.

As a result, Lithgow, Muswellbrook, Mudgee, Parramatta, Gosford and Mackay branches will no longer operate as “transactional branches” by the end of September 2020.  Each location will be appointed a Relationship Manager who will provide lending services to the local community and meet the growing demand from new and existing Members, to help find the right products and services for their financial needs.

New Call Centre operations will be established in Lithgow, Parramatta and Mackay to meet the increasing demand and ensure we continue to deliver exceptional service levels.

The opportunity for our staff to learn new skills to support Members in new ways, including on the phone and online, is something we are excited about.  It is important that we adapt to Member preferences by freeing up staff, so that they can serve and meet Members at a time and place that is convenient to them. 

Through this new model, we can continue to be there to serve our Members and have meaningful conversations while also adapting to the way our Members are banking today.

If you need more information or have any questions, please don’t hesitate to give us a call on 13 24 40.

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