Jeanine didn't have any banking experience when she started at NAB, but she's worked her way up to being a passionate Branch Manager.
Name: Bianca Hookens
Your role: Business and Private Retention
Region: Docklands, Victoria
What’s your story?
I never really understood finance but somehow I ended up at NAB and have loved it from the start! I started in the mortgage retention space roughly two and a half years ago and have moved from outbound retention to inbound, and now to the business and private retention team. I love having an impact on my customers’ lives, hearing and understanding their dreams for the future and trying my best to help turn their goals into a reality.
How has NAB made a difference?
Building genuine human connection is a big reason why I love what I do at NAB. I get to interact with our customers as I would with my family and friends, and I really make an effort to understand their emotional drivers in life and what they want to achieve. An example of this is when I spoke to a customer who originally wanted to review her interest rates and was considering leaving to join another bank. I managed to uncover the real reason why she wanted to save money. Unfortunately, she had accumulated quite a bit of unsecured debt because her dog was quite unwell and required several surgeries. Being a dog owner myself, I could relate to this customer and connected with her. After a lengthy conversation, I was able to help her with some debt consolidation; this saved her thousands of dollars and gave her some breathing space so that she was no longer stressed.
What are you passionate about?
I love my three dogs (my fur babies), my family and friends, travel, food and good wine!