As a Bank of Melbourne employee in Geelong, it's crucial to provide support and assistance to customers facing financial challenges during these unprecedented times. Here's how you can help: 1. Actively listen and empathize with their situation: Start by understanding the customer's circumstances, demonstrating empathy and a genuine interest in helping them overcome their financial hardships. 2. Offer support measures: Inform customers about available Bank of Melbourne support measures such as deferring loan repayments, reducing credit card limits, or providing emergency cash advances. 3. Provide clear communication: Explain the process and requirements for each support measure in a clear and concise manner, ensuring that they understand what's expected from them to avail these services. 4. Keep them informed about government assistance programs: Let customers know about relevant government financial aid packages like JobKeeper or JobSeeker payments, and assist them in accessing these benefits if possible. 5. Maintain regular communication: Establish a regular follow-up schedule to check on their progress and offer any further support they may need. This will help build trust and show that you genuinely care about their wellbeing. 6. Document everything: Keep detailed records of all interactions, decisions made, and actions taken for each customer. This not only helps keep track of cases but also ensures compliance with regulatory requirements. 7. Stay updated on policy changes and industry developments: Continuously monitor any updates in Bank of Melbourne's policies or government initiatives to ensure you can provide accurate information to customers. 8. Show compassion: Remember, these are challenging times for everyone. Be patient, understanding, and supportive as your clients navigate their way through financial difficulties caused by the pandemic.