Westpac Group - Customer Assist Role

Hey Guys.

Just wondering If anyone ever worked or currently working for Westpac Group in a Customer Assist role? Is this a good start with the banking industry especially when you not able to get a job in a retail branch? is this Inbound/Outbound role any good? What are the growth opportunities and benefits?

Thanks

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Westpac

Comments

    • +4 votes

      A hiring manager/recruiter is going to tell you whatever you want to hear, not necessarily the truth.

      Asking other actual employees that don't have a vested interest is a great idea.

  • +4 votes

    Having previously spent many years in a subsidiary of Westpac, I can tell you that the best thing about this role is that it gives you a foot in the door, and the opportunity to apply for roles that are only advertised internally. From there you can work your way up or towards whatever role interests you. Do any courses that you are offered, show that you are willing to learn and work hard, and the opportunities will come along.

  • +1 vote

    Very good place to start when I was there. Probably depends a lot on you and what managers you get though.

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    Westpac like the other big banks is probably a good place to start and then move internally. As its such a big company with so many divisions , it is easier for you to find a new role within the organisation.

  • +1 vote

    OP, you were looking for a career in real estate?

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      Yes, even got the Licence but no luck. So decided to continue with paid Jobs rather than commission base.

  • +2 votes

    I did a similar role at another big 4 in my early 20s. They hired all graduates and everyone was desperate to get out (your team leader will be very influential regarding your fate). In my case it was an inbound call centre.. the pay wasn't great and I spent most of my days being abused by disgruntled customers and trying to explain what caps lock is to seniors who don't want to pay fees to use branch services and can't do basic things like login. After 6 months, I ended up with severe anxiety and knew it was a dead end job (bad team leader) so I quit. You need to be really resilient, have no issue with extreme micromanagement and make 'friends' with people in the right places. I would say around 10% of the cohort I started with moved on to bigger and better things within the bank.

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      Hey! I have been reading this thread and am curious if you still within banking? I am curious of the career opportunities and would love to discuss.

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        Hi Kikiki,
        I left banking entirely after 6 months and moved into property (I think this is something you were also interested in).
        Regarding the entry level banking role, I know someone who became a financial planner after 1.5 years (they had a bachelor of commerce), someone else became a branch manager after a few years, a guy got promoted to call centre supervisor and one girl got a job in a branch as a teller. I think the opportunities definitely depend on your education, drive and resilience, and how you connect with management.

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    I know multiple people who started in the call centres at the big banks who all have moved onto different head offices roles within the banks. There is definitely opportunities that will arise from getting your foot in the door and connections that will help you in the future. It is a hard role where if you haven't worked in retail or dealt with customers makes it even harder. If you can bear through it, you'll be rewarded with a pathway into something you want to pursue in the banks. I think westpac might have some rule where you have to stay in the call centres for 1yr to 1.5yrs before you can move but it's defs better than doing nothing.

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    Sometimes you just take what you can get to get your foot in the door. And a big reputable company is a good place to start, no matter what the role.

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    Customer Assist role in Westpac = Collections. It is just a better name without the negative connotation. The role would be more emotional as you will be dealing with people that are in financial distress. Probably one of the tougher entry roles with many people leaving not too long after. Potentially consider a general call centre role or operations role instead.

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    Is the job actually with Westpac or is it with a contractor who supports Westpac's call centre? It will make a huge difference as you're not an employee in the latter case.

    Also try find a current Westpac call centre employee. Call centre is seen as a way into a big company by a lot of people these days and as such some companies limit the access of the call centre to things like internal job opportunities. One place I worked (with a 800+ people call centre) didn't let call centre employees apply for internal jobs because it was harder to find good call centre people than other employees, making it a negative to already be there.

    It also is worth being careful on what you say in the interview. The call centre has its own budget within the company so they don't want to spend a few grand training you just for you to piss off to another part of the company in 6 months. Expect a long term commitment within the call centre.

    Also make sure to have a look at what relevant skills you have. Call centre jobs at large companies are in huge demand. They usually want people with existing experience, but at the very least relevant experience (a lot of face to face time with people or a lot of phone work).