Organization Name:
National Australia Bank
Organization Website:
Level of Shared Value:
Initiative/ Project Description:

The bank instituted a new bank-wide strategy in 2009, seeking competitive advantage by offering a fairer proposition to its customers. Alongside several other initiatives, the bank created NAB Care, a program to provide financial hardship advisory and loan repayment options for struggling customers. Different from so many CSR-driven financial education programs, NAB Care operates through the core business and is fully integrated with NAB’s collections department. However it also introduces a new approach to typical operations – NAB’s head of collections engaged a mental health nonprofit, Life Line, to provide all NAB Care employees with training to recognize and manage customer financial hardship. The bank also changed their employee performance evaluations to incentivize and reward staff for proactively managing customer financial health. 

Social Results:

As of 2013, NAB Care had helped over 100,000 vulnerable customers, resulting in a 20 percent reduction in loan defaults; 47 percent of hardship cases were cleared within six months.

Business Results:

NAB Care has been so successful that 40 percent of the bank’s clients voluntarily seek advice before a collections event, saving NAB $7.2 million in costs.

This case example is excerpted from FSG research: "Banking on Shared Value." To learn more about how leading banks are capitalizing shared value opportunities, read the full research here.