About this Case Study

This case study explores how major Australian banks shifted from emergency relief during the COVID-19 pandemic to long-term strategies that promote customer financial wellbeing. It highlights real-world initiatives like loan deferrals, budgeting tools, financial coaching, and community outreach, while also offering personal recommendations from an aspiring banker’s perspective. Through this analysis, I aimed to understand how banks can play a proactive role in helping individuals and communities build financial resilience.