NAB Assist
27.09.2024
In 2013, the culture within NAB Collections was characterised by a lack of clear communication and understanding of its customers and their needs. Faced with a collections division that underperformed the major banks and was attracting external criticism, NAB engaged the team at Uniting to conduct a review of the bank’s financial hardship process.
The department refocused itself on providing solutions that respond to the root causes of customer hardship. Rebranded to NAB Assist, the team now
operates on the understanding that the financial health of the customer and the bank are inextricably linked, and that strong relationships with their customers have a direct correlation to better financial outcomes for both.
