Collectively, Jenni Papanicolaou, Carolyn Hore and Jen Wallace boast a total of 143 years at Newcastle Permanent, which is an amazing achievement in anyone’s language.
And, as the organisation celebrated its 118th anniversary this week, the three long-serving employees took a walk down memory lane.
Jenni (Hamilton), Carolyn (Kotara) and Jen (Waratah) also shared their experiences over the past six decades and even unveiled floor panels signed by staff and CEOs of the past located underneath the floor at the Hamilton branch.
“I started with Newcastle Permanent 59 years ago in December 1962.
“So, I’ve witnessed massive changes in how we bank, spend, borrow, save and use money,” said Carolyn, who is affectionately known by her colleagues and customers as “Nanna Carolyn”.
The trio have worked at Newcastle Permanent through the birth of decimal currency, plastic notes, gold coins, plastic cards, computers, the ATM, the first credit cards, account numbers, the internet, BPAY, phone banking, BSBs, electronic transactions and EFTPOS, too.
“We can remember when the first computer was introduced in a branch instead of using paper ledgers,” Carolyn said.
“We handed out the first plastic EFTPOS cards at the front door to encourage people to use them instead of passbooks and build confidence in something other than cash.”
Having worked at the organisation for just under half of Newcastle Permanent’s life and nearly all of hers, Carolyn notes an impressive list of technologies and practices that have been born within banking in the past 60 years.
“When I first started, there were no computers, decimal currency was newly-introduced and ATMs hadn’t been invented yet,” she said.
“We used to have to hand count money and hand write about 200 cheques a day.
“Now we’d be lucky to do one.”
Not to mention the trio worked through the phasing out of 1 and 2 cent coins, the old paper notes, cheques and chequebooks and changes in demand for cash, with each occasion and advancement reshaping their roles and the way they meet their customer’s needs.
“I was allergic to copper of all things so I was so happy when they phased out those coins, I’d get such a terrible reaction to them,” said Jenni, who celebrates 44 years serving customers at the Hamilton branch in 2021.
Carolyn credits the trio’s longevity to their willingness to adapt and embrace changes, to continually learn and to teach their customers.
“I remember when the first ATM came. I was terrified,” Jenni said.
“We had to learn all about it and teach the customers.
“Sometimes their hands would be shaking.
“But, now, we couldn’t live without them.”
“I love the technology that we use,” said Jen who has clocked up 40 years of service.
“I’m so excited by it.
“It has made our jobs so much easier and freed us up to really help people manage their money, instead of just dealing with cash handling.”
Events of the past year has seen many of the trio’s Gen X and baby boomer customers embrace technology and modern banking.
“I had one customer who would bring in money he’d bury in his backyard to keep it safe,” Jen said.
“We’d have to wash it all before counting and banking it.
“When COVID-19 hit, we’ve were so busy as we worked to help set up customers to use digital banking and cards for their banking and online purchasing,” Carolyn shared.
“So many were nervous at first, but because of our age and experience, we’re able to teach them in ways they understand and they usually find they love the convenience of digital banking and ATMs,” Jen explained.
“Surprisingly it’s people in their 40s and 50s that are most reluctant to embrace digital banking,” Jenni chipped in.
“So many of my customers in their 60s, 70, and 80s really love it and even teach me a thing or two sometimes.”
Jenni’s Newcastle Permanent career started serendipitously at 14.
Her father, friends with the then-CEO, flipped a coin to determine which of his daughters would go to work for the bank.
“The toss came in my favour and 44 years on, I’m still here,” she marvels.
Jen started when she was 16.
“I was so young. I used to get so nervous taking my boss his tea,” she recalled.
“I’d spill half of it out of the saucer before I got it to him.”
And, thankfully, none of them have any plans to retire just yet.
“I think it’s always learning something new, the loyalty, the stability, friendships and the customers that have kept us here and coming back,” Jen said.
“We held the job in high regard when we started and I still do today.”
“In all these years two things haven’t changed: the way you count money and, secondly, the way we treat our customers,” Jenni said.
CEO Bernadette Inglis said Newcastle Permanent’s longevity is testament to its people and their passion for the organisation and customers.
“You only need to look to our 118-year history to see how we have shifted to adapt to changing banking needs and trends, with our people proudly making a difference to our customers and local communities every day,” she stated.
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