Macquarie Group executive Greg Ward says front-line bank staff face the toughest period in decades, as they prepare to deal with struggling customers who cannot resume their mortgage repayments after an emergency pause | clancyyeates
Macquarie Group executive Greg Ward says front-line bank staff face the toughest period in decades, as they prepare to deal with struggling customers who cannot resume their mortgage repayments after an emergency pause.
While many borrowers will be able to resume repayments, and banks can extend further leniency, he says this will not always be in customers' interests and the bank must balance its obligations to shareholders and regulators while being fair to its clients. But Ward, who grew up near Nowra on the NSW South Coast, says he can empathise with borrowers in distress.
"We just thought there was an opportunity for us to play a meaningful role for an increasing number of people by making the experience much easier using technology," he says.
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