Mackay Branch Celebrates Success Of Member-First Approach In Banking Industry

At a time when big banks are cutting services, a local branch is celebrating its institution’s success in bucking industry trends, adding more accolades to its collection, and demonstrating that the customer-focused approach is a clear winner.

Queensland Country Bank, a member-owned institution, is distinguishing itself in an industry facing significant challenges, recently securing wins at the WeMoney 2024 Awards, including Customer Owned Bank of the Year, Best Flexibility – Home Loans, Best Rewards Credit Card, and Lender of the Year (Customer Owned Bank) – Car Loans.

These awards have bolstered their existing product and service recognition from Canstar, Mozo, and RateCity.

Mackay Area Manager Bill Paton said the ongoing accolades from multiple independent bodies in recent years support the success of their member-first model.

“One of the key differences for us is that we are a member-owned organisation so we can put people ahead of profits and deliver a genuine Member experience,” said Mr Paton.

“Such accolades and recognition from independent bodies is a testament to the success of our member-first approach, which enables us to reinvest our profits directly into the communities we serve, instead of paying dividends to shareholders.

“In light of the regional banking inquiry and the ongoing cost-of-living crisis, maintaining the trust and reliability of our Members has never been more important.”

Mr Paton noted the challenges posed by the recent surge in branch closures across regional Queensland and emphasised the importance of maintaining reliable financial services for rural and regional communities.

This is especially vital in the Mackay region, given the  National Australia Bank’s (NAB) recent closure of its Sarina branch in April 2024.

“In the past three years, we’ve witnessed a notable increase in branch closures across regional Queensland,” said Mr Paton.  

“While other banks are scaling back their offerings, we’re instead focused on adapting to meet the evolving needs of our Members here in Mackay.

“We’ve seen a notable increase in online banking services, and with our Call Centre based in Queensland, our Members can rest assured knowing they can contact a local representative whenever they need support.

“However, we also understand that everyone has their preferred banking method and recognise the importance of providing face-to-face services for our Members in Mackay who prefer to come into the branch for that in-person contact and support.”

The bank’s people-first philosophy is also evident in its workplace, with Queensland Country Bank earning the ‘Great Place to Work’ certification for a second consecutive year.

“The staff at our Mackay branch truly embody the spirit and values of Queensland Country Bank, and are heavily involved in the local community,” said Mr Paton.

“As an organisation, we’re committed to ensuring our Members have access to the financial solutions they require and look forward to supporting the Mackay region for many years to come.”

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Stephanie Nahow, Kiera Duck and Bill Paton. Photo supplied

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