In the early days of COVID-19, Alana noticed the increased challenges faced by customers who are deaf and hard of hearing because of the mandatory use of masks, making lip-reading impossible for these customers.
Beyond Bank is all about building strong relationships, and Alana lives this every day. She saw a need and swung into action, beginning with taking Auslan lessons with the goal of being able to continue to develop relationships with customers in the deaf and hard of hearing community.
Two years on, Alana has recently completed level 5 of Auslan and has a network of customers in the Deaf Community who come just to see her, even some who drive hundreds of kilometers. They know that she will take the time to understand their needs and advocate on their behalf to fulfill their banking needs.
For her above and beyond efforts, Alana has won Beyond Bank’s, Changing Lives Champion Award for her commitment for and with her customers. This is Beyond Bank’s highest internal award.
With or without this award, Alana is passionate about continuing to learn and use Auslan to be able to hold meaningful and life-changing conversations with customers in the future.