Scott MacRae, a Business Banking Manager in Victoria, recently participated in an Indigenous Banking immersive experience. This initiative aims to provide bankers with a deeper understanding of the unique needs of Indigenous customers by experiencing their culture firsthand.
"Spending a day with the Gweagal people was a profound and transformative experience, one that will remain etched in my memory forever," MacRae shared. The program is designed to help bankers understand how Indigenous cultures approach banking and finances differently. "This day wasn’t just a glimpse into another culture—it was a mirror reflecting what’s possible when we honour the past, embrace the present, and build a future together," he added.
Indigenous customers often face challenges related to accessibility and have different concepts of banking that emphasize community well-being. MacRae noted the difficulties in ID verification when families share phone numbers or financial responsibilities are shared among non-blood relatives. "Bankers need to understand that one-size of communication doesn’t fit all," he emphasized.
Noel Prakash, Head of Indigenous Banking at NAB, is focused on making NAB the preferred banking partner for Indigenous businesses. He believes experiences like these immersions can challenge biases and broaden perspectives among bankers. "Imagine feeling genuinely supported by your community and the essential services you use. That’s the kind of banking experience we’re working to create for our Indigenous customers," Prakash stated.
He highlighted this offsite as part of NAB's efforts to be customer-centric by investing in their people and immersing them in local cultures. This approach aims to close gaps in banking access and understanding for Indigenous communities.