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Voice of help

Ever wondered what happens on the other end of our customer service line?

Contact Centres – if you’re like most people, you might assume the person on the other end of the line is one of a staff of hundreds in a building located far away from where you live. At Hume Bank, that image couldn’t be further from the truth.

Here at Hume Bank, we have a dedicated team of Contact Centre staff. As a customer-owned bank that’s been embedded in our region for more than six decades, these staff are locals just like you. In fact, most of them work from right here in our Olive Street branch in Albury. And they all bank with us, so they understand exactly what it’s like to be a Hume Bank customer. They love what they do, and love helping our customers – which is a good thing, given they handle around 1,200 calls a week!

As the first point of inquiry over the phone, the Contact Centre team answers broad and varied requests, and often find themselves helping customers when problems arise – which is to be expected.

But it might surprise people to know that our team is also trained to detect fraudulent banking activity. They receive an induction from, and work closely alongside, our Financial Crimes team so they can identify red flags that come up in conversation with customers, such as people impersonating one of our customers.

We asked Hollie, our Head of Customer Channels, to tell us more about what makes our team of inquiry answering aficionados unique.

“Our Contact Centre team not only ensures the security of every call but aims for the best experience and best outcomes for our customers. But the thing that makes them great is that they understand it’s personal. Our team remembers callers and are often on a first name basis with them – that connection with your bank really makes a difference.”

Our Contact Centre provides a convenient alternative to visiting us in branch, and they offer the same great level of customer service.

If you have a question about your banking, call the Contact Centre team on 1300 004 863, Monday to Friday 8am to 5:45pm and Saturday 9.30am to 12pm.