Mobile Banker Marie-Eve Postans, who was then working in the branch, said she noticed the member was struggling and that the first step was simply to sit down and listen.
“We just went into an office, we had a quick chat, and I said, ‘look, we’re here for you, you just lean on us as much as you can’,” she said.
Marie-Eve said that while managing finances was crucial, it was equally important to focus on the member’s wellbeing and be considered a safe and supportive ally in difficult times.
“It’s the human side of our job,” she said.
“I told the member we were going to sort out the money, but I also asked if they were okay as well.
“It’s extremely rewarding when you have people like this member who came in absolutely broken and I just picked him up by being kind to him.”
At the time, the member had lost control of his finances and was experiencing homelessness among other challenges.
Through the support of Marie-Eve and the Beyond Bank team, a savings strategy and clear financial goals were developed, helping him get back on his feet.
Over the course of three years, the member gradually built stability, moved into full-time employment and reached financial independence – culminating in applying, and being approved, for a home loan. He is now a homeowner.
Marie-Eve said the personal connection was what made Beyond Bank different.
“People really like the direct connection and it’s good they know the branch is always there,” she said.
“They can call directly and a person will answer the phone – it’s not just a robot, it’s a personal touch.”
The story was recently shared publicly during Homelessness Week at an event hosted by Shelter WA, where Beyond Bank’s WA Community Development Manager, Rebekah Worthington, spoke about the member’s three-year journey.
For Marie-Eve, the experience highlights the power of kindness in building financial wellbeing.
“There’s not enough kindness in the world, let’s be honest, so it’s nice to be able to spread and share a bit of that around,” she said.
If you want to setup a financial future that’s best for you, pop into one of our branches and speak to our friendly branch staff.
