Bankwest will close its 14 east coast branches and adjust the opening hours of 29 WA regional branches to address a continued shift in customer preferences toward digital banking options.
The 29 WA regional branches will shift to trading only two to four days a week, and on days when the branches are not open, Bankwest regional employees will continue to support customers via Bankwest’s app, online banking, and WA-based national contact centre.
WA regional branches saw a 33% decline in transactions on average over the last five years. In contrast, customer app usage rose by 31% in the last two years. The east coast branches saw a 64% decline in usage.
“We’re exploring how we continue to get the balance right between supporting those customers who want to use branches while delivering the digital services customers expect of us,” said Jason Chan, Bankwest executive general manager. “We’ll continue to be a leading retail bank in our home state, a Perth-based national business that WA can be proud of and a major employer that offers new career opportunities for West Australians in the future. On the east coast, Bankwest is in a strong position to grow as a homeowner-focused digital bank due to our distinct brand, first class broker services and digital investment plans.”
“We’re writing to branch customers to inform them of the changes, support them in using digital services and help customers access alternative physical banking options where needed,” said Scott Spittles, Bankwest general manager personal banking. “Thanks to Bankwest’s partnership with Australia Post, our customers can access more than 3,500 [email protected] locations in communities across Australia for many of their day-to-day banking needs.”
Spittles said Bankwest’s “Fluid” workforce initiative, launched during the COVID-19 pandemic, was upskilling employees to meet changing customer demand across website, in-app, and phone channels.
Bankwest country hub branches in Geraldton, Kalgoorlie, Albany, and Bunbury will remain open five days per week.
Visit the Bankwest website for a complete list of changes to Bankwest’s branch network.
