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The bank said the new employees will be part of a plan to add a thousand people, including current staff, to customer support roles as it begins calling on these customers and gain a deeper understanding of their situation. "We know many of our customers will continue to feel the impact of COVID-19 for a long time and our expanded team will mean we can be available to support them through this," said NAB chief customer experience officer Rachel Slade."The deferral has provided some immediate and much-needed relief, but if customers are able to make payments again we will be encouraging them to do so," Ms Slade said.
The big four banks have pencilled in around $5 billion worth of provisions for bad and doubtful debts in recent weeks due to the pandemic. It drove a 45 per cent decline in their combined half-year profit to $6.8 billion, but some analysts are concerned that there might be worse to come.
The bank later confirmed more than 500 customers had reversed their home loan repayment pause to date. It also said the majority of the 400 new customer support positions will be 12 month roles, with the potential for ongoing work.
Hahahahaha, what a joke. The same guys who rorted $100 million from customers? Lolol
overseas call centers will be busy