Westpac is trialling a new way of delivering face-to-face banking services in regional Australia, with Manilla in NSW the latest town to receive the new Community Banker visits.

 

The Community Banking Service will see Westpac mobile bankers visit Manilla on a regular basis, operating from dedicated private spaces provided in partnership with local councils. Customers will be able to access help with general banking enquiries, as well as referrals to specialist lenders.

 

The initiative forms part of a broader package of regional banking measures announced by Westpac following a coast-to-coast review of its services.

 

Westpac CEO Anthony Miller said the pilot reflects the bank’s focus on maintaining access to banking services while responding to changing customer needs.

 

“Strong regional communities are vital for a strong Australia, and we want to make sure these areas have access to the services they need to prosper and grow,” says Miller.

 

“We’ve conducted a full review of our regional services and are increasing our investment in key areas to help build stronger regions.”

 

Manilla joined Dungog and Bulahdelah in February as the first trial locations in New South Wales. Westpac has indicated the model may expand to additional towns over time, subject to the outcomes of the pilot.

 

Westpac’s Regional General Manager Dave Egan, born and raised in NSW, helped put the service together. Egan walked the streets of each town and held community events to ascertain the community’s needs. The feedback was then used to adapt processes so that aside from cash, other services can be provided by bankers while they’re in town.

CEO Miller said personal relationships remain central to banking in regional areas.

 

“We understand the value of sitting down across the table with someone who knows your business, your family and your goals,” he says.

 

“At the same time, around 96 per cent of transactions are now completed digitally. We need to consider how we deliver services that meet all customer needs, whether that’s in person, online or through a mix of both.”

 

The Community Banking Service pilot sits alongside a series of longer-term commitments aimed at strengthening Westpac’s regional presence over the next five years. These include an investment of more than $65 million to upgrade 50 regional branches, with modernised layouts designed to better support customer conversations.

 

“The community banker is about bringing banking to the community rather than expecting customers to come to us,” says Damien MacRae, General Manager of Retail Banking at Westpac.

 

It is early days, but initial observations from the new model are encouraging. The average customer visit lasts around 45 minutes, alluding to both the complexity of needs and the value of being present in person.

 

Westpac is now looking at other regions where towns no longer have a traditional branch but have a strong base of local customers.