Jacqueline Laing

Head of Customer Service / UBank

Jacqueline is the Head of Customer Service at UBank and she leads a team of more than 50 Australia based advisors focused on delivering consistently great customer experiences. The Customer Service team fields customer enquiries through a number of inbound channels, including phone, live chat, and social media.

The team also welcomed a new member in 2017 – RoboChat, Australia’s first chatbot to help customers with their home loan applications. If RoboChat can’t help you with your question, Jacqueline’s team will be able to help you resolve it.

Jacqueline joined UBank in December 2016 after spending the first part of her career in the NAB Group. With more than a decade of experience in leading customer service teams, she was successful in leading the NAB Contact Centre to earn recognition as the Contact Centre of the Year at both a State and National level, and has her sights set on doing the same with the UBank team.

Jacqueline has also been a finalist in the Contact Centre Manager of the Year awards.