Tuesday, 21 November 2017 11:52
Northern Inland Credit Union has recently built a Contact Centre at its Narrabri branch. This means more local Members will be able to speak with their local people when calling through for help.
The Contact Centre function at Northern Inland has always been an important channel in which remote Members would conduct their banking and solve problems.
But, changing banking behaviour towards digital and mobile and away from traditional branch transactions means that over the phone service and digital responses are more important than ever.
“A second location for our Contact Centre is possible through the technology we have available to us, and it was a no-brainer that we utilise the experience and knowledge of our Narrabri team,” said CEO, Derek McIntyre.
“It is no secret that traffic within branches in decreasing, but as we look to the future, the phone support of our digital offering to Members such as Online and Mobile Banking and our smartPAY app, means a steady increase calls via our Contact Centre is expected,” he said.
“We have an amazing team in Narrabri and although the branch was getting quieter, we made the decision to invest in our people and in the Narrabri community.”
“Three of the seven branch staff are being trained for the new Contact Centre, with remaining staff to be rotated in next year.
Lending Specialist and long-time Northern Inland employee Colleen Taylor will head up the new operation in Narrabri as Team Leader.
“It’s a great opportunity for us to increase our skills as well as add the Narrabri style of service for our Members,” said Mrs Taylor.
“It means we will be able to offer loans and credit cards over the phone to Members, making it easy for people who don’t have time to visit a branch,” she said.
Narrabri Branch Manager, Joe Morley says she is confident her team will adapt to the new structure and that Member service will be all the better for it.
“It’s a great opportunity for us. Some banks in Narrabri are downsizing, closing for lunches, but Northern Inland has faith in our team and we are excited to be able to take on the challenge.”
The Contact Centre at Northern Inland now has a total of five staff between its Tamworth and Narrabri locations.
The team is ready to handle any and all enquiries, help with transactions and even perform insurance quotes for home and motor.
Members can also communicate via our email address info@nicu.com.au or with Secure Messaging when logged into your Online Banking.