At Beyond Bank, we know that there are people in our community who still struggle to access the most basic services. One such community is the Deaf Community.
Recently one of our customers, Nellie*, a regional resident, needed to set up her salary packaging card over the phone due to her remote location. Nellie had also forgotten her internet banking password, meaning that she couldn’t do it herself online.
She tried to call our Customer Relationship via the National Relay Service, a phone service set up to support individuals who can’t hear or use their voice.
We take identity security seriously at Beyond Bank, and because of our tight security settings, we were initially unable to help Nellie activate her card through a third-party telephone service, and it took some time to correctly identify Nellie so that she could activate her card.
Although successful, the initial process was very frustrating for Nellie, but luckily for her – and us – she was passed through our service to Shannon Bradbrook, a member of our Salary Packaging Team.
Shannon instantly recognised this as an opportunity for Beyond Bank to put Inclusion at the front and centre of our processes. She asked Nellie for more feedback, and then sought the assistance of the Customer Relationship Centre to create a process for customers to conduct their banking with us via the National Relay Service.
We believe that everyone should have access to banking. Thank you, Shannon, for recognising this important need and for taking the time to improve accessibility for our customers in the Deaf Community.
To access this service, members simply need to register in a branch in the first instance and can then use the National Relay Service to access their banking via our Contact Relationship Centre.
*Name has been changed for confidentiality