There’s nothing like walking in someone else’s footsteps to help you understand the experience of others.
Scott MacRae, a Business Banking Manager in Victoria, was one of the fortunate bankers who recently participated in our Indigenous Banking immersive experience.
“Spending a day with the Gweagal people was a profound and transformative experience, one that will remain etched in my memory forever,” Scott reflected.
The immersive on-country experience brings to life the indigenous customer experience for bankers, so they can best understand the unique needs of customers and how to serve them better.
“This day wasn’t just a glimpse into another culture—it was a mirror reflecting what’s possible when we honour the past, embrace the present, and build a future together,” Scott said.
Indigenous customers often have a different concept of banking and finances. Besides accessibility (literally being able
to access branches), Indigenous cultures often emphasise sharing and community well-being, which can impact how money is managed and viewed.
“Imagine the hurdles that come from ID verification when a whole family may share one phone number, or when responsibility for a family’s financial well-being is shared amongst relatives that may not be blood related,” said Scott.
“Bankers need to understand that one-size of communication doesn’t fit all,” Scott said.
Noel Prakash, Head of Indigenous Banking, is working with both customers and colleagues to make NAB the preferred banking partner for Indigenous Businesses.
“Experiences like these on-country immersions expose our bankers to different ways of life and challenge their biases, hopefully broadening their perspectives and empowering them to better serve all members of the community,” Noel said.
“Imagine feeling genuinely supported by your community and the essential services you use. That’s the kind of banking experience we’re working to create for our Indigenous customers.
“This offsite is an example of our ongoing efforts to be the most customer-centric company in Australia. By investing in our people and immersing them in the cultures of the communities we serve, we are taking significant steps towards achieving this goal. A small attempt at closing the gap that exists in banking access and understanding,” Noel said.
Learn more about how NAB supports its First Nations customers, communities, and colleagues.
· Financial and career support for First Nations Australians
