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TECH IN 10: A new online mortgage experience

09:00am March 23 2021

Westpac’s Customer Service Hub general manager Tim Whiteley says digital home loans have lifted off the back of the bank's new online capability. 

Marking an important step in Westpac’s push to simplify processes, the bank has re-engineered the end-to-end home loan experience, enabling customers to apply for a mortgage online, track its progress and accept their offer online, while also receiving expert lending help along the way. 

Speaking to Westpac Wire’s latest “Tech in 10” podcast, Tim Whiteley, Westpac’s general manager of the bank’s flagship “Customer Service Hub”  platform, which delivered the technology, says the end-to-end experience was designed to respond to booming demand for “a truly digital mortgage experience”, and had already seen a sharp lift in digital home loan applications.

Listen to Tim Whiteley in this Westpac Wire “Tech in 10” episode:  


Whiteley adds that the bank is now working to introduce next generation technologies – including artificial intelligence and biometrics – that will “take the experience to another level” for customers.

“With the customer service platform now in place and our home loan process already on it, it’s now a set of incremental steps to bring the other, thankfully simpler, processes on … in a much faster cadence,” Whiteley says.


Emma Foster is a freelance writer. Previously, she led Westpac Wire and was a key contributor until December 2022. Prior to joining Westpac in 2013, she spent almost 20 years in corporate affairs and investor relations, primarily in large financial services and consultancy firms, in Australia, UK and Europe. She is also a photographer and podcaster.

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