Bankwest has a clear ambition to grow nationwide as a world-class digital bank, underpinned by our critical broker network, and we’re continuing to prioritise investment in the channels customers are choosing.
Although digital and technology are key to our future, our people are the real driving force behind our ambition to be Australia’s best broker and digital bank.
Bankwest has one of Western Australia’s largest technology teams plugged into CBA’s advanced tech experience and platforms, ensuring Bankwest customers and brokers are safe, secure, and delivering cutting-edge innovations.
Almost a year ago, we created a new delivery crew focused solely on broker tools and ongoing engagement. This team drove the successful launch of DocBox, our bespoke document-sharing tool. It’s the perfect example of collaboration with our Bankwest team and brokers in co-designing solutions, creating an efficient service linking brokers directly to their customers’ applications in the Bankwest system.
Our goal is to have a world-class Broker Portal enabling self-service and instant access to information and answers, creating trust and transparency. This enables a more efficient and simple experience for their customers.
Working collaboratively with our brokers to co-create solutions is an integral part of delivering these tools and services. While we’ve developed a strong platform for customers through the Bankwest App and for brokers in the Bankwest Broker Portal, our tech teams and crews are preparing to deliver further innovations, such as a seamless digital customer identification experience.
Bankwest’s colleagues are passionate about supporting our brokers, with a case ownership model that provides trust for brokers in knowing who is supporting them from the start to finish of an application. In addition, our policy settings aim to simplify the lending process for customers in varying situations, such as those who are self-employed.
A national team of skilled BDMs and BSMs are complemented by a Western Australia-based business operations team, focused on supporting and training brokers and their support staff on new digital tools and technology.
We have further invested in our people over the past couple of years through a career framework with targeted development in portfolio management and credit knowledge and we’ve partnered with an external party to drive soft skill growth.
Because diversification and credit policy offerings can be difficult for brokers to navigate, we have introduced a credit coach service, providing every broker with direct access to a state-specific coach to support more complex deals.
Bankwest is going all-in on brokers in 2024, increasing investment to provide greater opportunities to innovate our tools and services, co-creating the solutions our brokers need and want – powered in delivery and support by our passionate, skilled, and committed teams nationally. They are the ones on the ground, helping us become the best broker and digital bank in Australia.
