Back to: Meet our people

People working in our branch network provide face-to-face customer service and sales advice on our banking products. Roles include regional manager, branch manager, banking services representative, team leader, and customer service representative.

The banking service representative (BSR) is a generalist sales role in branch teams, reporting to the branch manager. Those with accredited skills also identify and fulfil our customers' more complex needs, such as mortgage servicing, business and financial planning.

There are over 600 BSRs in branches across Australia providing sales and service to customers with medium-level consumer, small business and wealth needs.


Find out what it's really like to work in Westpac's Branch Network

Karen Bailey
Customer Service Representative, Moonee Ponds Branch
Business & Consumer Banking

"I've been a teller for 17 years. The role of a teller has changed dramatically over time. In the past, we played a very passive role with our customers. Today, we're active participants. We take much more interest and are more involved with their banking profile. There are so many banking options available to them and we now act as advisors. We get to know our customers well and we're able to suggest solutions and alternatives that fit. We take the initiative and our customers really appreciate our efforts. It shows in the strong relationship we have with them."

Melissa Stone
Branch Manager, Leura
Branch Network

"As Branch Manager, you play a major role in the local community. You build close relationships with your people and with your customers. Customer service is extremely important in a small town. We're very visible and we can't afford to have a bad day. You need to devote the time and the energy to making sure your customers have the best banking experience, every time. I freely hand out my card and encourage them to contact me directly if they need to. We all go the extra mile here to deliver 110%."