During this time of uncertainty, at Summerland Credit Union, our values and commitment to putting our customers at the heart of everything we do is more important than ever before.

Aside from the increased health and safety measures in our branches, hardship assistance, and the business support loans we have made available, there have been a number of inspiring stories involving our staff – where they’ve made a difference to our customers and those in the community. Here’s a selection, which we’d like to share.

In Lismore, our Head Office and Contact Centre staff have aided customers in several ways:

• Branch Manager, Graeme and Lending Specialist, Jill visited a customer who required financial assistance; as her business was closed during the pandemic. Graeme and Jill took the time to understand her situation and arranged for an additional loan as well as deferring her loan repayments for six months. As a show of support, they also purchased some items in the customer’s shop.
• Team Leader, Kerry coordinated with the Marketing Department to print a number of social distancing signs for one of our business customers, to help protect their staff from COVID-19.
• Staff arranged a withdrawal and delivery of cash to a customer who is in an aged care facility.
• Banking Advisor, Megan rallied fellow staff to support a customer, who owns a café, by purchasing their lunch from there.

Giving back to the community

Jenny, our Banking Advisor in Nimbin cooked a family dinner for one of our elderly customers, who suffers from cancer and cares for her two adult sons. This customer is a well-respected elder who does a lot of voluntary work in the community, so Jenny wanted to give something back to her in a small way.

Jenny also recently put together a care package for another customer who has been doing it tough. As the customer struggles to text on their mobile phone, Jenny purchased a stylus on their behalf to help solve this issue.

Making a difference

Bangalow Banking Advisor, Sue recently went above and beyond for a couple who were new to Summerland. This couple were retired and had been isolating for some time and arrived at the branch in yellow goggles, face masks and gloves. Sue made time to see the customers straight away, even though she was due to go on her lunch break, and the couple had made a special trip into town to open accounts with us.

The customers had several questions and concerns about keeping their money safe, and Sue was able to confidently answer their questions and allay any fears they had. She proceeded to open several accounts which suited their needs and registered them with internet banking. The customers were appreciative that they were not judged on their appearance, and that Sue spent the extra time to listen and help them. These customers ended up depositing a large amount of money and are now advocates of Summerland.

Helping a first-time home buyer

Recently, Kingscliff Banking Advisor, Michele was assisting an elderly gentleman, who had mentioned that he would like to help his daughter in Western Australia buy a home. He had money that he would like to gift her, however he was worried that if her relationship should break down, then the ex-partner would benefit unfairly from his assistance to his daughter.

Michele referred the customer to Lending Specialist, Kaylene who was able to guide him through his options and how he could protect his daughter’s equity in the home. Kaylene is now in the process of helping the daughter buy her first home, without the need for the partner to be involved.

Romance scam foiled

During a transaction, Teigan, a Banking Advisor in Ballina, became suspicious that a customer was being taken advantage of. Upon raising the case and allowing our Fraud Team to investigate, it transpired that the customer had become a victim of a romance scam.

Due to Teigan’s attention to detail, she was able to assist the customer, with what was a very delicate situation. Summerland’s security measures and highly skilled staff enabled us to help this customer confidently, without any monetary loss.

Supporting sustainability

Over the last few weeks our staff in Grafton have creatively come up with a policy of donating to a nominated charity, in order to wear casual clothing on a Friday. Staff nominated the local Clarence Valley Land Care’s Native Bee Group as the not-for-profit organisation they’d like to make a difference to.

Find out about what assistance is available during COVID-19 by visiting our response page.

Loans from Summerland are subject to eligibility criteria. Terms and conditions, fees and charges apply Summerland Credit Union. ABN 23 087 650 806. AFSL 239 238. Australian Credit Licence 239 238