A year since the Narooma NAB branch was set to close, staff have reflected on a unique community experiment to keep its doors open.
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Instead of closing on September 26, 2018, a passionate community meeting and a 1500-signature petition convinced the bank's head office to reconsider.
The bank agreed to work with the community for two years to try to rebuild business at the branch.
That decision was to have Australia-wide implications. Southern regional customer executive Marnie Boyd said the Narooma branch was the catalyst for change in national policy. The company announced no drought-affected rural branch would close until at least January 2021.
"Listening to the community in the town hall meeting last year kick started us to think differently," Ms Boyd said.
"It was a unique time in banking. As a big organisation, it was powerful to sit down and hear the community's thoughts.
"It made us think, 'are we doing enough and considering the community we are a part of?'
"We felt the community's passion. What they had to say was clearly articulated on the night.
I think the community is starting to trust us again, but are we there yet? No ...
- Marnie Boyd
"NAB has now had thirteen meetings across Australia to listen to communities' needs."
The Narooma meeting had another unusual result. Businessmen Phil Constable and Matt Deveson helped choose the new branch manager - Dalmeny born-and-bred, Cherie Cunninghame. The bank also established an open working group.
"We get together on the first Wednesday of each month to think strategic growth around Narooma," Ms Cunninghame said. She has also stepped up as secretary of the Narooma Chamber of Commerce and has instigated "The Good Things" - a digital literacy workshop at the Narooma Library.
"It was a six-week program, where we taught people how to use internet banking and some simple things on the internet, like online shopping," Ms Cunninghame said.
Ms Boyd said the Narooma branch was being used as a case study for other rural towns - and "The Good Things" program would be rolled out nationally.
"We understood there was a real fear factor," Ms Boyd said.
"We want to give the tools and capability for people to do things online."
However, despite the hard work over the past year, Ms Boyd hopes the community will back the branch until the 2021 review.
"I think the community is starting to trust us again, but are we there yet? No," she said.
"We have a long way to go. Not all 1500 people who signed the petition use our services, if people are so passionate and want us to stay - then come and talk to us."
