However, it’s not the first time Benalla’s GMCU manager Nathan Tolliday has broken the mould.
“I’m told that previous branch managers in the past were rarely seen out the front of the credit union with customers. They were always in the back office,” Nathan said.
“That’s not the way I do things. I often like to work at the counter, maybe covering for a member of staff who’s on leave, or just to meet the customers and make sure everyone’s going okay.”
And it’s not just traditional office and management duties Nathan has taken on.
You’ll often find him out the front sweeping the footpath and welcoming the day’s first customers.
Nathan looks after a team of seven local people.
“The staff here in the branch have skill sets as diverse as their ages,” he said.
“This helps us to match the needs of our customers, whether they prefer to do their banking face-to-face or are more technologically oriented.”
Nathan said his team’s mantra was ‘customers first’.
“Whether it’s making sure we answer the phone within three rings or our trained staff who have the skills and knowledge to help with any banking query on the spot, we’re 100 per cent here for our customers, and we want them to feel heard,” he said.
Nathan has worked at the Benalla branch for more than two years and became manager in 2023.
The branch started life in 1955 as the North East Credit Union and merged with GMCU in 2005.
Born and bred in Benalla, Nathan enjoys taking holidays on the Gold Coast with his girlfriend when he goes on leave.
Besides his job, Nathan’s other passion is his voluntary work as a community advocate for the youth mental health organisation Live4Life.
He was recently a guest speaker for Live4Life at the RACV Club in Melbourne, discussing how to support young people living with mental health issues.
“It’s so important for young people to feel they’ll be listened to if they’re struggling. Thankfully, we’re seeing a real change in the culture, where it’s okay to have these conversations,” he said.
One of the things that attracted him to working for GMCU is its philosophy.
“Our motto is ‘Unleash What’s Possible’, which is GMCU helping people achieve their dreams. That really resonates with me.”
“We’re a local credit union that’s very firmly focused on the Goulburn Murray region.”
The branch is a major sponsor of the Benalla Show, at which Nathan did the official opening this year, celebrating its return.
“GMCU’s connection with the show goes way back. We continued our sponsorship in the last couple of years when the show had to be cancelled due to COVID and the floods,” he said.
“They still had bills to pay, and we understood they needed our support more than ever.
“Events like the show that bring the community together are so important in these times.
“We support the Benalla Bushrangers cricket club and the Euroa and Violet Town footy club.
“And we’re on the lookout for other sponsorship opportunities in the area. What matters to the community matters to us.”
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