The local voices making banking personal

Head of Client Services, Patrick Caudle with team members Lachy Bush and Mila Kilsby.

Across Australia and New Zealand, Rabobank's Client Services team, based in Perth, Hamilton, and Wellington, helps thousands of customers every week, providing expert support with a distinctly human touch

For Wellington-based Client Services Specialist Mila Kilsby, helping customers navigate challenges is one of the most rewarding parts of the job.

"Many of our calls begin with customers feeling stressed or overwhelmed, and I see my role as making sure they feel safe, understood and genuinely heard," she says.

"I spend time asking questions to understand what the customer actually needs, rather than making assumptions. When we can solve a problem and help someone move forward with confidence, that's incredibly rewarding."

While digital tools continue to play an important role in banking, Mila believes customers value the reassurance of speaking with someone who is invested in helping them find the right solution.

"Our customers know they're speaking to a real person who cares. Sometimes they simply need guidance, and other times they appreciate having a genuine conversation along the way."

Rabobank's client services team based in Hamilton, New Zealand.

That personal approach is especially valued by many of Rabobank's rural clients.

"We're a warm and friendly team, and you really do need to enjoy helping people. We're not focused on getting customers off the phone as quickly as possible. We want them to feel valued, supported and confident that we're here to help."

Local expertise, real connections

Head of Client Services Patrick Caudle says creating positive customer experiences is at the heart of everything the team does.

"At the end of the day, our team genuinely cares. They bring empathy, expertise and a real desire to help every conversation."

One of the team's greatest strengths is its local presence.

Rather than being routed offshore or into lengthy automated systems, customers speak with specialists based in Australia and New Zealand who understand local banking, local regulations and the realities of rural and regional life.

"The feedback we hear time and again is that customers appreciate being able to speak to a real person quickly," Patrick says.

"On average, we're answering calls within 30 to 40 seconds, and our goal is always to resolve enquiries at the first point of contact wherever possible."

That commitment requires extensive knowledge across products, processes and regulatory requirements on both sides of the Tasman.

"Our teams are highly cross-skilled and equipped to support a broad range of enquiries. They manage a huge amount of information while staying focused on delivering the best outcome for every customer, which is incredibly impressive."

After more than 27 years in banking across the UK, Ireland, New Zealand and Australia, including a decade in client services, Patrick says helping make banking simpler and more personal continues to be a major source of motivation.

"For me, it's about strengthening the connection between Rabobank and our customers and making it easy to bank with us."

Listening, learning and improving

Beyond resolving enquiries, the Client Services team plays an important role in helping Rabobank continually improve the customer experience.

Rabobank's Perth-based Client Services team. 

Responding to thousands of customer emails each week and managing the majority of customer feedback across the bank, the team provides valuable frontline insights into what matters most to customers.

"Every conversation is an opportunity to learn," Patrick says.

"Our customers tell us what's working well and where we can do better. Those insights help drive continuous improvement across the wider organisation."

Built on understanding

For Client Services team member Lachy Bush, those customer connections are deeply personal.

Having grown up on a sheep and beef farm in New Zealand, Lachy combines a rural upbringing with extensive customer service experience, making him uniquely placed to support Rabobank's agricultural clients.

"This role brings together two things I'm passionate about: rural communities and helping people," he says.

"Many of our customers appreciate speaking with someone who understands agriculture and the realities of farming life. Those shared experiences help build trust from the start."

In some cases, those connections are even closer to home.

"I'll sometimes speak with former neighbours or friends of friends. It highlights just how connected our rural communities are."

The Rabobank Wellington Client Services team enjoy providing expert advice, and a reassuring voice at the end of the line. 

For Lachy, those authentic local conversations reflect what sets Rabobank apart.

"Having local teams who genuinely understand our customers creates stronger relationships. It's personal, it's authentic and it's a great reflection of Rabobank's culture."

At a time when many organisations are replacing human interaction with automation, Rabobank's local Client Services team continues to prove that sometimes the best customer experience starts with a simple conversation and a familiar voice on the other end of the line.