Consumer Finance Awards 2025: Bank of the Year - Customer Service
Newcastle Permanent has been named Money's Bank of the Year - Customer Service as part of the 2025 Consumer Finance Awards.
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- Check out more from the 2025 Consumer Finance Awards
Customer service tailored to meet each customer's individual needs is a key strength of Newcastle Permanent, winner of Bank of the Year - Customer Service.
"This could involve proactive contact when a customer is going through a rough patch, altering our processes to meet a customer's sensory needs, or just taking the time to show that we care," says Paul Juergens, chief distribution officer for NGM Group which encompasses the Newcastle Permanent and Greater Bank brands.
"Earlier this year one of our branches prevented a customer from being scammed out of $25,000 by highlighting the steps they should be taking when purchasing a car through a private sale," says Juergens as an example of individual service.
"Customer service officers took the time to sit down with the customer and not only ensured that she had done her own due diligence but helped her identify the discrepancies between what the seller told her and what the checks revealed.
"Taking a bit of extra time saved this customer a lot of grief and is the kind of outcome that we achieve by giving our customer-facing teams the flexibility they need to best serve their customers," says Juergens.
Being local is another key strength. "We were founded in Newcastle, NSW to serve regional communities and today, more than a century later, we are extraordinarily proud to remain true to that purpose," he says.
Customer service is about being embedded in our communities and connecting with all who live there, says Juergens, noting Newcastle Permanent is still headquartered in Newcastle.
"A customer won't just receive great service from us when dealing with their banking, they'll receive great service in their community when we back their local Nippers program, fund equipment for their football club, or provide volunteers to help at their community festivals. That is what sets us apart from our peers."
Having a contact centre that is fully located in regional NSW is also a key strength, says Juergens.
"This means that when a customer reaches out to our contact centre the person assisting them isn't just a voice on the end of the phone, they are also someone who lives and works in regional NSW, so they have a genuine understanding of the customer's needs."
Newcastle Permanent sees technology as a tool to support relationships rather than replace them, he says. "We use technology to make banking easier, faster and more secure - without losing the human connection."
Coming second Teachers Mutual Bank is 100% owned by its members and profits are reinvested to benefit members and communities. "We focus on people, planet and profit, aiming to deliver the best outcomes for customers," says the bank's website.
In third place Up is a digital-only bank targeting millennials with digital-first, highly personalised simple tech-enabled banking services.
Why they won
Locally based customer service tailored to support individual needs.
Top product
Real Deal Home Loan - a low-cost full-featured loan with no ongoing costs.
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