Digital banking task force to help older customers bank safely

20 April 2020

Bankwest is deploying a digital banking taskforce to reach out to thousands of older, less tech-savvy customers in an upskilling mission to help them bank safely amid coronavirus restrictions.

Colleagues from across Bankwest’s branch network will attempt to contact thousands of customers who attend branches, are older than 60 and who have no history of digital banking.

Bankwest has recorded a sharp increase in year-on-year app logins (17.2% increase in March 2020), as more customers turn to digital banking options amid social distancing restrictions.

But while over-the-counter transactions have fallen significantly through restrictions, a segment of customers also identified as vulnerable to coronavirus have continued to bank in-branch.

Colleagues will take time to understand the customers’ capabilities, such as whether they use a mobile phone or access the internet, before walking them through alternative banking options.

Customers will also receive posted guides to assist them in banking digitally, including Bankwest’s Safe & Savvy Guide (PDF), which helps educate people on hoaxes, scams and fraud.

Bankwest will never ask for a PAN, access code, password, PIN or personal details via email or social media, and when contacted by phone, customers can decline ID checks, or call us back.

Bankwest continues to advise customers that the fastest, safest and most convenient way to do their everyday banking is via Bankwest Online Banking or the Bankwest Mobile App.

Bankwest GM Personal and Third Party Banking Donna Dalby said: “The safety and wellbeing of our customers, colleagues and the community is our top priority at this time.

“Banking is an ‘essential service’ and branches will be open as long as government advice directs, but we also know some customers might be leaving the safety of home when they don’t need to.

“Many of these customers are used to going into branches and we want to do what we can to protect them, while ensuring they can do all the banking they need to at the touch of a button.

“There are fewer people using branches, freeing up some of those colleagues to assist and, in some cases, the person customers speak to might be the same person they’ve seen in-branch.

“This is about helping those most vulnerable in the current coronavirus situation and making them aware of – and helping them use – options that keep them in the safety of their home.”

About Bankwest
Bankwest’s vision is to deliver brilliant customer experiences that matter and our purpose is to improve the financial wellbeing of our customers and communities. Bankwest provides personal and business banking solutions for more than 1.1 million customers across Australia. Our customers enjoy access to an extensive network of branches and business centres, direct and third-party distribution channels, agencies and electronic banking facilities, as well as 24-hour banking on the telephone, internet and the Bankwest App. Bankwest, a division of Commonwealth Bank of Australia ABN 48 123 123 124 AFSL/Australian credit license 234945.

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