Meet Bianca

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!

Meet Jeanine - she’s a proud Branch Manager

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.

Meet Dong - he loves helping others to understand debt markets

Dong is passionate about being a trusted advisor to his clients.

Meet Maria - she is focused on making a difference

Maria would like to see the world move closer to equality in her life time.

Meet Stephen - he loves everything technological

Stephen grew up in country Victoria and is father helped contribute to his love of technology.

Let's talk

What's your story?

If you work at NAB, we'd love to hear it.