A Banking Transformation

The Westpac branch in Mitchell Street Bendigo is undergoing a major transformation. “It will become the Future of Banking in the region.” Westpac Bank Manager Steve Grady said.“The transformation will create new opportunities for the staff. Tellers will become advisors and they will be able to provide personal advice, becoming personal bankers.” he said. A Survey undertaken by the bank showed that people wanted to see a face.

The new look Westpac branch will provide extended opening hours from 8-6 Monday to Friday and from 9-1 on Saturday.  Banking services will be available “24-7” through ATMs, a night banking machine, and a coin dispensing machine.

The ATMs are currently not available at the Mitchell street branch. There is one in the near by shopping centre and customers can use the Bank of Melbourne. The renovations make too much dust for the machines to operate safely.

A new feature outlined by Mr Grady is “Connect Now”. It is an interactive system (a camera is connected to a computer screen) allowing a customer to connect with an advisor immediately rather than have to wait until a member of staff is available. Staff do the ground work and sit with the customer and find the ‘right person’ to deal with the enquiry ensuring that the advisor (if in Melbourne) is aware of any ‘local issues’ for example water rights.

The bank will have an open plan and be very people friendly. Staff will be able to have in-depth conversations with customers which the current layout does not support. The staff will undergo 6 days training in Melbourne.

The Westpac Corporation is spending 2.3 Million dollars on the refurbishment. Westpac Corporation has spent 40 million this year on regional transformations. Bendigo is the 2^nd such transformation to open, Shepparton being the first.

During the renovations there will be limited operations. There are only three tellers and no ATM access. The bank will reopen 22 September and 2 weeks later there will be a grand opening.