“I remember my first day like it was yesterday—cheques stacked high, customers lining up, and a clunky machine we thought was cutting-edge. Fast forward 20 years, and while banking has transformed, one thing hasn’t changed: the importance of trust.”
If you had told a young Mandy in 2005 that she’d still be in banking 20 years later—after witnessing the rise of digital banking, the decline of cash, and not one but two financial crises—she might have laughed. But here she is, celebrating two decades at Community Bank Samford, proving that while technology changes, the heart of banking remains the same: trust, community, and genuine connections.
Mandy started as a bank teller, back when cheques were more common than tap-and-go, and phone banking was the height of convenience. Today, as the Senior Branch Manager, she’s not just leading a team—she’s upholding a legacy of customer-first banking in an era where personal service is becoming rare.
From Tellers to Technology: Banking Then vs. Now
When Mandy started her career in 2005, banking was a different world.
“Back then, everything was transactional—deposits, withdrawals, and lots of cheques. Phone banking was high-tech, and online banking? Barely a thing!” she recalls with a laugh.
One of the biggest industry shifts she’s witnessed is the transition from cash-based transactions to a digital-first approach.
“We had this machine that scanned cheques, and we thought it was groundbreaking. Now, most people don’t even use cheques! The digital space has completely reshaped how customers interact with banks.”
Yet, despite all the tech advancements, one thing has remained constant: great customer service.
“In 2005, people wanted friendly, reliable service from their bank. In 2025, they still want the same thing—just with more digital convenience.”
The Heart of Banking: People, Not Just Numbers
Mandy firmly believes that trust isn’t built through fancy apps or AI chatbots—it’s built through relationships.
“One of the biggest lessons I learned early on was that leadership isn’t about titles; it’s about trust. You can have all the policies in the world, but if your team and customers don’t trust you, none of it matters.”
That’s why she values working at Community Bank Samford, where customers can still walk into a branch, call a direct number, and speak to someone they know.
“Unlike many big banks where you’re just a number, here, we know our customers by name. That personal connection is what makes community banking so special.”
Lessons from the Past, Hopes for the Future
Looking back on her career, Mandy admits there are things she wishes she had known in 2005.
“I would tell my younger self to take the leap—apply for roles even if you think you’re not ready. Growth comes from stepping outside your comfort zone.”
As for the future? Mandy sees AI and automation continue to shape the industry, but she hopes human connection never gets lost in the process.
“AI might process loans faster, but it’ll never replace the value of sitting down with a customer and helping them make the right financial decisions for their future.”
Her boldest prediction?
“I think cash will eventually disappear completely. But no matter what happens, I hope banks will always prioritise customer relationships.”
Beyond Banking: Mandy’s Life Outside the Branch
When Mandy isn’t leading her team or assisting customers, you’ll find her scuba diving with her husband Ben or planning her next adventure.
“I love exploring the underwater world—there’s something about it that clears the mind. This year, I’m off to Borneo!”
Mandy, a proud mother of three, enjoys quality time with her family and her German Shepherd, Freya. She also loves to immerse herself in a captivating fantasy novel. If you’re a travel enthusiast, be sure to visit her YouTube channel @bendystraveladventures, where she shares her diving experiences!
Join Us in Celebrating Mandy!
20 years in banking is a huge milestone, and we’d love for you to be part of the celebration! If Mandy has ever helped you with a banking issue, offered valuable advice, or simply made your day a bit brighter, leave a comment below or pop by the branch to say hello.
Here’s to trust, relationships and another 20 years of community banking done right!
