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ISCOVER
Staff Reporter
One of Australia’s big four banks has transformed the way it does business, with the lender completely overhauling its branch network.
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Earlier this week, Westpac announced it would transform all of its branches across Australia and introduce an “almost paperless” system.
According to a statement from the lender, Westpac will remove its glass security screens currently installed, allowing customers to have “relaxed face-to-face conversations with staff in a new lounge style environment”.
In addition, Westpac will launch ‘bank now’ branches that give customers access to highly trained staff who can provide them with sound advice on everything from financial planning to mortgages.
Other highlights of the new branches include 24-hour self-serve banking with ‘smart’ ATMs that accept deposits through cash, coins and cheques; a service reception area where customers will be welcomed by a staff member; and a mix of semi-private areas and offices for private discussions.
Speaking about the enhancements, Westpac’s general manager, mortgage broker distribution, Tony MacRae said the changes would also benefit mortgage brokers.
“The new concept 'bank now' branch rollout underpins Westpac's commitment to both local customers and our broker partnerships. Since launching our newest branch in Sherwood in Queensland, 22 local brokers have already experienced the future of how we'll work together,” he said.
“For the past 12 months, our branches have become a destination for our broker partners through the strength of our local broker squad model; 'bank now' elevates this relationship through new technology and banking innovation, which will make it easier for brokers and their clients to deal with us locally. Mortgage brokers are a key part of Westpac's overall business strategy.
“We are focused on delivering to the changing demands of customers right across the country. 'Bank now' will provide more opportunities to help deliver choice, channels and products for customers and to have their financial service needs met through a local expert. This includes our mortgage broker partners.”
