NAB colleague Thea Belbasis started FY22 with a new job in NAB Assist supporting customers experiencing financial hardship and vulnerability.
“It makes me happy when I finish a call with a customer and I know that I was able to make a difference,” said Thea. “It’s what I thrive off and I live for it.
“We’re like the emergency department of NAB. The triple zero for our customers.”
As defined in NAB’s Customer’s Experiencing Vulnerability Framework 2021-23, vulnerability can be caused by many and varied factors such as illness, natural disaster, low literacy or financial abuse.
“Vulnerabilities can be interrelated,” said Thea. “One individual could have experienced family violence and is now homeless with no money and can’t get to their family because of the floods.
“Every situation is different and for us to tailor our support can make a big difference to that one individual’s life.”