Customer Service Advisor
About the job
- Communicate clearly and confidently with customers to foster strong relationships.
- Focus on delivering exceptional service that exceeds customer expectations.
- Work collaboratively as part of a team, drawing on prior teamwork experience.
- Demonstrate strong communication and time-management skills.
- Be available to work Monday to Friday.
- Assist customers with their banking needs, including everyday banking transactions and inquiries.
- Offer tailored solutions to meet customer needs.
- Identify opportunities to introduce customers to other financial products or services.
- Opportunity to enhance skills and become a new business expert.
About the company
Westpac is an Australian bank offering a wide range of financial services for individuals and businesses, including everyday banking, loans, payments, and digital banking.
Company Size
10,001+
Company Stage
IPO
Headquarters
Sydney, Australia
Founded
1817
Get referred to Westpac
See people who can refer or advise you
Simplify's Take
What believers are saying
- Westpac’s 10 August 2026 update posted 2% lending growth and A$1.8 billion cash earnings.
- Bank finished RAMS sale on 1 August 2026, lifting CET1 by 23 basis points.
- Westpac targets more than A$550 million in FY26 productivity savings.
What critics are saying
- Westpac’s mortgage applications fell 20% in August 2026 after Australia’s tax changes.
- ASIC fined Westpac A$26 million on 27 May 2026 for hardship failures.
- Westpac cut 193 jobs in May 2026; unions warn outsourcing degrades service.
What makes Westpac unique
- Adapt unified 285 systems on Azure in September 2026, accelerating customer insight sixfold.
- Westpac Intelligence Layer uses Snowflake on data at rest across Azure, AWS, Google.
- Westpac remains Australia’s second-largest mortgage lender behind CBA, with a broad branch franchise.
Help us improve and share your feedback! Did you find this helpful?
Benefits
Flexible Work Hours
Paid Vacation
Paid Sick Leave
Professional Development Budget
Growth & Insights and Company News
6 month growth
↑ 0%1 year growth
↑ 0%2 year growth
↑ 0%Westpac's loan book plummets as mortgage growth collapses. Westpac's housing loan book substantially fell in August, with mortgage growth at the largest lenders grinding to a halt. Westpac's housing loan book fell by $14.12 billion in August, with new data showing mortgage-book growth slowing sharply across the country's 10 largest authorised deposit-taking institutions (ADIs). The Australian Prudential Regulation Authority's (APRA) latest monthly ADI statistics showed that Westpac's total housing portfolio contracting by $14.2 billion or 2.73 per cent during the month to $503.8 billion, a substantial reversal after the major bank recorded a $2.78 billion increase in June. The fall was spread across both borrower segments, with Westpac's owner-occupier book dropping by $9.69 billion, or 2.83 per cent, to $332.9 billion, while its investor portfolio shrank by $4.43 billion, or 2.53 per cent, to $171 billion. While Westpac remains Australia's second-largest housing lender behind Commonwealth Bank of Australia (CBA), the gap between the two banks widened markedly over the month as CBA continued to add to its mortgage portfolio. CBA's total housing loan book rose $2.60 billion in August to $640 billion, and while still a solid dollar increase, it represented a material step down from the $5 billion rise recorded in June. The major bank's owner-occupier book grew by $2.16 billion to $417.1 billion, while investor lending increased by $430 million to $222.9 billion. Yet both segments were weaker than the gains reported in June. The National Australia Bank (NAB) and Australia and New Zealand Banking Group (ANZ) also recorded marginal overall growth. After declining in July, NAB's housing book increased by $200 million, or 0.06 per cent, to $351.7 billion. Its owner-occupier portfolio edged up $120 million to $236.3 billion, and its investor lending lifted by $80 million to $115.3 billion, a considerably weaker outcome than its $1.77 billion total increase in June. Meanwhile, ANZ's total housing portfolio also grew by just $200 million, reaching $333.2 billion, with the result sharply lower than the $3.12 billion gain reported in June. Macquarie remains the growth outlier Macquarie Bank again bucked the broader slowdown, expanding its housing loan book by $1.98 billion, or 1.06 per cent, to $187.9 billion in August. Although the increase was down from its $3.39 billion rise in June, it was the strongest percentage gain among the larger lenders. Its owner-occupier lending grew by $1.38 billion, or 1.21 per cent, to $115.3 billion, while its investor portfolio rose by $600 million to $72.6 billion. Macquarie had already played an outsized role in July's mortgage-book growth. The 10 largest ADIs added around $6 billion to their combined housing books during that month, but Macquarie accounted for $2.22 billion of that increase. Growth eases at mid tiers ING Australia also recorded milder growth, with the bank increasing its book by $460 million, taking its home loan portfolio to $75 billion. Several mid tiers also saw declines, with Bendigo and Adelaide Bank's housing portfolio falling by $90 million, or 0.14 per cent, to $64.4 billion, while Suncorp Bank's book dropped by $270 million, or 0.48 per cent, to $54.4 billion. HSBC Australia recorded a $470 million, or 1.35 per cent, decline to $34.4 billion. The Bank of Queensland's (BOQ) housing portfolio was unchanged at $50.7 billion, and while the bank did not return to growth, the flat outcome interrupted a 23-month run of monthly contractions. Several of August's weaker results also sit alongside lender-specific strategic changes. Suncorp's declining mortgage book comes as ANZ advances its integration of the business. ANZ's June-quarter update had already shown Suncorp's mortgage book declining by 1 per cent, from $62 billion to $61 billion, suggesting that the continuing contraction is occurring during a period of portfolio transition. HSBC's decrease also follows its agreement in late July to sell its approximately $36 billion Australian home and personal loan portfolio to Blackstone, with completion expected in the first half of 2027. The transaction has also intensified competition for HSBC mortgages as lenders seek to attract refinancing borrowers. BOQ, meanwhile, remains in a rebuilding phase after pausing new-to-bank home loan originations for its BOQ retail brand through the broker channel in mid-2024. Cooling demand reshapes lending The slowing in mortgage balances is emerging against a weaker demand backdrop. Both developments have contributed to a cooler mortgage-demand environment, particularly as borrowing capacity comes under pressure. Major-bank application data has also pointed to a major deterioration in demand after the budget, with ANZ, Westpac, CBA and NAB reporting substantial falls in applications across both owner-occupier and investor lending. Equifax data showed overall mortgage demand was down 14.1 per cent year on year in August 2026, marking the fifth consecutive monthly fall. Want to see more stories from trusted news sources? Make The Adviser a preferred news source on Google. Click here to add The Adviser as a preferred news source. Charlie Tchetchenian Charlie Tchetchenian is a senior journalist at Momentum's mortgage broking title, The Adviser. Charlie writes news, features and original articles about the Australian broking industry, the mortgage market, financial regulation and the wider lending landscape. Prior to joining The Adviser in early 2026, Charlie worked as a digital reporter for News24.com.au (formerly Sky News Australia) and has been a journalist writing for numerous independent community publications in Sydney's north-west. Charlie has also worked as a political adviser for ex-New South Wales treasurer Matthew Kean. When Charlie is not writing news, he is performing as a jazz singer, holding regular headline shows around Sydney.
Australia's credit card overhaul: travel perks are on the chopping block. September 28 2026 - 3:09pm A man places a slim brown leather cardholder into a jacket pocket. Picture Unsplash Produced by ElevenLabs and ACM using AI narration. Surcharge-free card payments are about to become the norm, but some frequent flyers will pay for the shake-up in other ways. As sweeping changes to Australia's card-payment system take effect, several major banks are changing credit card rewards, frequent flyer earn rates and complimentary travel insurance. From October 1, card surcharges will disappear across eftpos, Mastercard and Visa, while the Reserve Bank of Australia is also cutting the interchange fees banks can receive on card transactions. The RBA has acknowledged lower interchange fees may prompt card issuers to reconsider how they fund rewards and other benefits, although individual changes to card perks remain commercial decisions for each bank. How to keep earning travel points. For travellers, that means it is worth checking the fine print before assuming the points and travel insurance attached to their card remain unchanged. But loyalty and frequent flyer expert Deena Shanahan says travellers don't need to rely on credit cards to keep building a points balance. "The October changes are a great reminder that we shouldn't be relying on one way of earning points," Ms Shanahan said. "Supermarket shops, fuel, insurance, bills, online shopping, food and everyday purchases can all contribute heavily to your points balance. "Credit card points should be the cherry on top, not the entire strategy." Changes to travel insurance. Complimentary credit card travel insurance is becoming less generous on some cards, with banks reducing benefits, changing eligibility requirements and, in some cases, removing cover altogether. Westpac's complimentary travel insurance is being stripped back to medical-only cover, dropping protection for cancelled flights and lost bags. The standard international excess jumps from $300 to $500, and eligible cardholders need to activate the cover before departing. Customers who want broader protection will be able to pay to upgrade to comprehensive cover. ANZ is also changing its complimentary insurance, although its changes do not take effect on October 1. ANZ Rewards Platinum will lose complimentary international and domestic travel insurance and rental vehicle excess insurance from December 9, 2026. ANZ Rewards Black will lose those complimentary travel insurance benefits from March 24, 2027. Commonwealth Bank is making its changes from September 29. To receive international travel insurance on eligible CommBank credit cards, travellers must spend at least $500 in a single transaction on prepaid travel costs before leaving Australia and activate their insurance. Some cards are also losing or reducing individual benefits. Gold Awards, for example, loses trip cancellation, baggage and baggage-delay cover, while Low Rate Gold and Low Fee Gold lose their complimentary insurance entirely. Airport lounge access increases. Banks are scaling back travel insurance and frequent flyer points, but airport lounge access remains one travel perk on offer. Westpac is introducing a new Flight Delay Access Pass, so if a flight is delayed by two hours or more, the cardholder and up to four other people get a complimentary lounge access pass. The Commonwealth Bank is keeping its two free airport lounge passes each year on the Ultimate card, while NAB is adding two complimentary passes to its Rewards Travel Card. Frequent flyer shake-up. Earning points on credit card spending, and converting these rewards into frequent flyer points, is becoming harder and more expensive. ANZ is introducing hard spending caps on points accrual, meaning bigger spenders hit a ceiling on how many points they can collect each month. For ANZ Rewards Platinum cardholders, the cap is $25,000 per statement cycle, while the cap for Rewards Black cardholders is $50,000. NAB is no longer giving points for payments made to government bodies. This means that cardholders who pay council rates, water bills or tax on cards will no longer earn points on these payments. The Commonwealth Bank is retiring its CommBank Awards program on September 29, ahead of the launch of CommBank Yello points on October 1. The bank charges an annual fee to send Yello points to airlines, meaning customers have to pay $149 a year to unlock Qantas transfers where it takes three bank points to get one Qantas point. Velocity transfers cost $99 a year, with 2.5 bank points getting one Velocity point. Westpac is slashing rewards on two fronts: dining out will now earn points at a lower rate, while points will buy fewer frequent flyer points. Cardholders now trade four Altitude points for one Velocity point, up from the previous 3:1 ratio. When credit card earn rates shrink, Ms Shanahan said customers should shift to other programs, such as supermarket loyalty programs, to keep points flowing. "For the average household, particularly people over 50 who may not want to open and close credit cards or constantly chase sign-up bonuses, the smarter strategy is to build points into spending you were going to do anyway," she said. "My rule I always spruik is: don't spend more to earn points, earn more points from the money you already spend. "And unlike credit-card rewards, supermarket loyalty programs such as Everyday Rewards and Flybuys aren't directly dependent on credit-card interchange fees, although of course any loyalty program can change its own rules." WATCH: Australia is replacing paper arrival cards with a new digital system for international travellers Read More: Journalist Anna Houlahan is a journalist for Explore and the Senior. Reach out with news or updates to [email protected] Most viewed
Macquarie reaffirms their Sell rating on Westpac Banking (WEBNF). Sep. 21, 2026, 07:35 PM Macquarie analyst maintained a Sell rating on Westpac Banking today and set a price target of A$30.00. In addition to Macquarie, Westpac Banking also received a Sell from Jarden's Matthew Wilson in a report issued on September 16. However, on the same day, Citi maintained a Hold rating on Westpac Banking (Other OTC: WEBNF). Based on Westpac Banking's latest earnings release for the quarter ending March 31, the company reported a quarterly revenue of A$27.98 billion and a net profit of A$3.41 billion. In comparison, last year the company earned a revenue of A$10.54 billion and had a net profit of A$3.32 billion Based on the recent corporate insider activity of 39 insiders, corporate insider sentiment is negative on the stock. This means that over the past quarter there has been an increase of insiders selling their shares of WEBNF in relation to earlier this year. Read More on WEBNF:
Meet Adapt, Westpac's Azure-based enterprise data platform. Sep 15 2026 7:40PM Key points. * Westpac has unveiled Adapt, a new enterprise data platform on Microsoft Azure that brings together data from 285 source systems into one common governed environment. * The Westpac Intelligence Layer, built with Snowflake, creates a single customer view across products and channels by running AI models on data at rest without moving it. * Westpac's broader technology ecosystem includes Microsoft, AWS, Snowflake, Nvidia, Google and AMP Frontier, with partners supplying forward-deployed engineers and Nvidia powering an in-house AI factory. Westpac has revealed a new enterprise data platform that runs on Azure and acts as a foundation for its customer intelligence activity and AI work. Its two key executives - chief data, digital and AI officer Andrew McMullan and chief AI officer Dan Jermyn - on Tuesday offered the most complete view of the bank's data and AI setup. A lot has been said about this extended setup over the past year, but until now it's been hard to conceptualise what all the different layers and tools do. At the heart of Westpac's setup is a platform that it has previously hinted as having, but never expressly talked about publicly: a new enterprise data platform (EDP) that it is calling 'Adapt'. Adapt, McMullan said, represents "one of the largest data modernisation programs ever undertaken at Westpac". "AI only scales with trusted data. That's why we've spent the last few years simplifying and standardising the way data is managed across the group," he said. "Adapt is our new enterprise data platform. It brings together data from 285 source systems into one common governed environment on Microsoft Azure. "Delivering it required the migration of over 1PB of data and more than 14,000 data pipelines onto one single platform. "Having this one enterprise data platform in the Azure cloud helps reduce duplication, allows us to apply governance much more consistently, and gives our teams faster, more secure access to the data that they need." Data source migration into Adapt was completed in March this year. "It was 'hard yards' to get the platform to where it is, and the quality and reliability of the data there is a real step change for Westpac," McMullan said. "[The] 285 systems is the majority of the data we need to be able to understand and serve our customers at Westpac better. He added that iInternal "teams who use [Adapt] are moving faster than they've ever moved before." The creation of Adapt is closely linked to Westpac's broader Unite program, which is effectively re-platforming the various parts of the group onto a simplified technology stack. "Adapt and Unite work together," McMullan said. "Unite is simplifying the underlying systems, [while] Adapt connects and governs the data across them. "Together we're creating a simpler and stronger foundation for how information flows through the bank, and that's really important because every digital experience, every insight and every AI capability depends on the quality of this foundation." Customer intelligence One of the platforms that relies on the existence of Adapt is the Westpac Intelligence Layer, which first broke cover last year. It's been unclear for some time what role the Westpac Intelligence Layer plays in the data and AI ecosystem. McMullan clarified this: in simple terms, it's a customer intelligence platform, creating a single view of customers, the different financial products they use, and the "signals" that their different interactions with the bank generate. "One of the most important opportunities created by Westpac Intelligence is the ability to bring the whole bank to the customer," McMullan said. "Historically, customer relationships have been fragmented across products, channels or business units. A customer may have a mortgage, transaction account, a business relationship, maybe an investment relationship with us. These interactions have often been managed separately. "Westpac intelligence connects the full customer, not just individual interactions, giving us the ability to understand, anticipate and serve customer needs across every single touchpoint. "It brings together customer relationships, behaviours, their products, transactions and interactions into a more complete view of our customer. "The goal is understanding the full customer relationship to enable a more relevant connected and timely response across all our channels." "In partnership with Snowflake, we're underpinning our trusted data foundation [Adapt] with our intelligence capabilities," McMullan said. An important architectural feature of the Westpac Intelligence Layer, according to McMullan, is that "it allows us to make intelligent decisions without needing to move data." "We can now run the most advanced machine learning and AI models across our data at rest, meaning we're now in the business of using our data to better serve our customers and not moving data [to feed AI models or use cases]," he said. McMullan added that this architecture is helpful for incorporating data that, for specific reasons, is stored in other hyperscaler ecosystems. "Our main data platform is on Azure but we also do things with Google Cloud and with AWS, and the reason that we chose Snowflake as the intelligence layer on top of that is because we can be intelligent on the data at rest without moving it across those hyperscalers," McMullan said. Broader technology ecosystem Westpac revealed details about how it works with an ecosystem of technology partners in the data, digital and AI space. These include Microsoft, AWS, Snowflake, Nvidia, Google and AMP Frontier. One of the key things that Westpac is looking for from its partnerships is access to engineering talent. Increasingly this comes in the form of "forward-deployed engineers" that hyperscalers are employing to help end users embed particularly emerging technology faster, with the aim of realising tangible value sooner and justifying investment and spend. Microsoft has nine forward-deployed engineers "working with over 100 [Westpac] data professionals"; AWS is also supplying an unspecified number of these engineers as well "to automate our backend operations" with respect to the infrastructure required to operate and deploy AI agents. Nvidia AI factory A technology partnership Westpac has not spoken about much is its work with Nvidia, which powers a so-called "AI factory" for the bank. "Nvidia technology powers our AI factory, allowing us to run advanced AI workloads much closer to our data with security, control and performance as required," McMullan said. "Their leading AI engineers work side by side with our team. "Together, we're creating the foundation to develop, train and deploy AI at scale while maintaining the governance, resilience and trust our customers expect from us."
DIGITEC appoints former Westpac FX Forwards Head Callum Dunn. 2026-09-11 01:03:15 Key takeaways. * DIGITEC appointed Callum Dunn as Lead Solutions Architect to enhance client requirements and workflow automation. * Callum Dunn brings over 20 years of FX and interest-rate markets experience, including 12 years at Westpac as Global Head of FX Forwards. * Dunn will apply his practitioner perspective to DIGITEC's product development and commercial strategy, covering emerging requirements. DIGITEC appointed Callum Dunn as Lead Solutions Architect, bringing a former bank trading executive to work directly on client requirements, electronic liquidity and workflow automation. Dunn brings more than 20 years of experience in FX and interest-rate markets, having spent the past 12 years at Westpac where he became Global Head of FX Forwards. The FX pricing technology provider aims to leverage his practitioner perspective for product development and commercial strategy, given his direct experience using DIGITEC's D3 Pricing product as a trader. Callum Dunn brings two decades of FX trading experience. Dunn spent the past 12 years at Westpac, where he became Global Head of FX Forwards. Prior to Westpac, he spent more than five years trading G10 and emerging-market short-term interest-rate products at Standard Chartered. At Westpac, Dunn was responsible for the global forwards business and helped develop electronic pricing, liquidity and execution capabilities across single-dealer platforms, multi-dealer venues and application programming interfaces. The appointment is notable because Dunn used DIGITEC's D3 Pricing product as a trader. He joins with direct experience of the calculations, data and controls that a bank desk needs when pricing swaps and forwards across currencies and maturities. DIGITEC stated he will apply that practitioner perspective to product development and its wider commercial strategy. His remit covers emerging requirements and new services. FX swaps automation challenges persist in electronic markets. Electronic spot FX is mature, but swaps and forwards carry additional complexity. Pricing requires consistent curves, holiday and settlement logic, funding inputs and credit treatment, while distribution has to remain aligned across dealer screens, venues and APIs. Those requirements create friction when banks use separate tools for pricing, order handling and market data. DIGITEC sells D3 Pricing and D3 OMS alongside its Swaps Data Feed and Precious Metals Data Feed, both developed with 360T, to reduce that fragmentation. DIGITEC claims client base across Euromoney Top 50 FX firms. DIGITEC says its global client base includes more than half of the firms in the Euromoney Top 50 FX ranking. That is a company-supplied measure of penetration rather than an independently audited market-share figure. The company has not announced a specific product, delivery date or pricing change with the appointment. Faq. What role did Callum Dunn hold at Westpac before joining DIGITEC? Callum Dunn spent the past 12 years at Westpac, where he became Global Head of FX Forwards. He was responsible for the global forwards business and helped develop electronic pricing, liquidity and execution capabilities across single-dealer platforms, multi-dealer venues and application programming interfaces. What products does DIGITEC sell for FX markets? DIGITEC sells D3 Pricing and D3 OMS alongside its Swaps Data Feed and Precious Metals Data Feed, both developed with 360T. These products address pricing, order handling and market data requirements for FX swaps and forwards. Disclaimer: The information on this page may come from third-party sources and is for reference only. It does not represent the views or opinions of Gate and does not constitute any financial, investment, or legal advice. Virtual asset trading involves high risk. Please do not rely solely on the information on this page when making decisions. For details, see the Disclaimer.