2021 annual report highlights

At the heart of everything we do is people; our customers and our staff. Together we’ve been able to overcome the challenges of the past 12 months and deliver an outstanding result, we should be celebrating.

2021 highlights.

Our purpose.

To understand what “Financial Success” means for each of our customers and help them achieve it.

Our vision.

To build strong communities through exceptional financial service.

Our values.

  • Being our best
  • Innovation
  • Service
  • Curiosity
  • Accountability
  • Team work

Financial highlights

Net interest margin

2.14%

15 basis points

Total assets

$763m

17%

Deposit funding

$612m

4.45%

Loan funding

$615m

27.82%

Customers

84%

Customer satisfaction score

22,680

Customers choose to bank with Illawarra Credit Union

99.5%

Customers using digital services

50%

New customers who live outside the Illawarra region

Community

$65,000

Donated to community groups or charities

653

Customers using Your Financial Wellness

30+

Existing partnerships within the community and brokers

12%

Decrease in electricity usage and related carbon emission to do our best for our environment

Our people

95.7%

Staff with a Cert IV or above

40%

Employees under 30 years old

9

Cadets or interns being supported by the Credit Union

100%

Staff members able to work remotely during the pandemic, noting our branches remained opened

Supporting our communities and people

The past 12 months have been challenging for our community; however, our commitment to supporting our customers, people, and the broader community has never wavered.

covid-19 support.

Throughout the last year, we have continued to see changes in the way our customers bank with us as we navigate the ongoing pandemic. To meet changing needs, we’ve adapted our business practices.

Our branches have remained open and available for customers to visit. We have also expanded our partnership with Australia Post, now offering customers access to fee-free banking at 3,500 [email protected] locations across Australia.

Our customers enjoy interacting with our team via our call centre, and accessing our digital channels, which has seen a surge in customers using Internet Banking and moneytree over the past 12 months. At the height of the pandemic, we were supporting 83 customers who found themselves in hardship. We partnered with each customer to personalise a solution

based on their needs. We are committed to supporting our retail and business customers, offering loan repayment deferrals, and other alternatives to ensure our customers are supported, as we navigate together the ups and downs of this pandemic

Supporting our customers and community.

From the beginning, we’ve been giving back to our customers and supporting our local communities. We continue to listen to our customers, take on feedback, and update our products and services to meet our customers’ needs.

Over the last 12 months, the feedback we received resulted in new business processes for managing customer enquiries. We also made changes to our entire loan suite to provide award-winning home loan options to our customers, and updated our digital banking solutions, providing our customers with improved self-service options.

We remain focused on working with our customers to provide products and services that help them achieve their goals.

$65,000 was given back to our community over the past year.

These funds have allowed local organisations to support local people and local communities. Despite being unable to engage in a range of community events, we have been able to rally behind our community, providing support in different ways during the pandemic.

We have continued to offer our online financial wellness program (Your Financial Wellness) to our customers and community partners to support financial wellbeing.

We remain proud of what we have achieved and are committed to growing our community partnerships.

Health and wellbeing.

With changes to our working environments, it has been increasingly important to ensure our staff are supported. As our staff focus on assisting our customers, we have focused on prioritising the health and wellbeing of our team.

Along with an Employee Assistance Program (EAP), we have invested in health and wellbeing programs, focusing on managing stress, mindfulness, and overall positive mental health practices. Dedicated sessions have been held with staff, and a range of resources to support our team and their families.

Our staff members during a Zoom meeting →

Fostering talent.

Our success is only possible with the support and dedication of our team. As our most important asset, our team has continued pushing the boundaries and delivering outstanding results for our customers. We remain committed to fostering talent within our organisation, investing in ongoing training and education for our team.

We also continue to foster young talent within the region, continuing our cadet program, which provided opportunities for young students to start their careers in financial services. Beyond the cadet program, we have continued our partnership with the University of Wollongong to support the Global Leader program, this year taking on five additional interns, bringing the total to nine students who have participated in the program.

We care deeply about continuing this investment in our team and commend our staff for all their achievement’s over the past 12 months.

← Previous UOW GoLead students now employed. From the left; Liam Whiteman, Blake McDougall, Ivana Vrcelj, and Samuel Sciberras.

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