Catherine's story shows how one conversation with her bank helped her achieve financial independence and keep her family home. Her advice to others is simple: don't assume the worst, ask questions early and understand your options.
Home lending that made a difference - NAB
Published date
Personal Finance Voices from NAB
Key points
Sean and Jo-Anne Gordon sought support to purchase a retirement apartment.
NAB Home Lending Executive Liz Campbell worked closely with them to understand their needs.
The experience highlights the value of personalised banking support during major life decisions.
When Sean and Jo-Anne Gordon began planning the purchase of their retirement apartment, they wanted a banking experience that was simple, personal and focused on helping them achieve their goals.
What they didn't expect was that a conversation with NAB Home Lending Executive Liz Campbell would leave such a lasting impression.
Based in Perth, Liz has spent more than a decade helping customers navigate important life moments, from first-home purchases to retirement planning. For Liz, building strong customer relationships starts with understanding what matters most to the people she's helping.
"We're often helping customers through some of the biggest decisions they'll ever make," Liz said.
"For me, it's about taking the time to listen, understand their situation and work with them to find the right outcome."
When Sean reached out to discuss his banking arrangements and future plans, Liz sensed there was an opportunity to provide the support and guidance he was looking for.
Rather than treating the interaction as a transaction, she took the time to understand Sean and Jo-Anne's circumstances and worked closely with them to ensure they felt supported throughout the process.
"I wanted them to know they had someone who genuinely cared about helping them achieve the outcome they were after," Liz said.
That approach left a lasting impression.
A respected educator, keynote speaker, Principal of a Catholic primary school in Esperance, Founder and CEO of SchoolAid, and recipient of the Medal of the Order of Australia (OAM), Sean has spent much of his career building trust within communities and helping others succeed. Jo-Anne, a lifetime teacher of children with special needs and mother of four children.
For this couple, the experience reinforced the value of having someone who takes ownership and genuinely cares about the outcome.
NAB Home Lending Executive Liz Campbell (pictured on the right) left a lasting impression on customers Sean and Jo-Anne Gordon
"From the very beginning, Liz made us feel like we mattered," Sean said.
"She listened, followed through on what she said she would do and left a definite sense that she wanted to help us."
Today, Sean and Jo-Anne remain NAB customers and continue to share their positive experience with friends, family and colleagues.
For Liz, it's a reminder of why she enjoys working in banking.
"At the end of the day, we're helping people," she said.
"When you take the time to understand someone's situation and make things easier for them, that's where you can really make a difference."
Banking built on relationships
While technology continues to play an important role in making banking easier and more convenient, stories like Sean and Jo-Anne's demonstrate the enduring value of personal relationships.
For customers navigating significant life moments, having someone who listens, understands and is committed to finding solutions can make all the difference.
As Liz puts it:
"Sometimes the most important thing you can do is simply be there for your customer and see things through."
Want to chat to a local home lending expert like Liz? Book an appointment .
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