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since ‎09-11-2018
‎30-04-2021
MattKerr1
MattKerr1
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About MattKerr1

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Latest Contributions by MattKerr1
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Re: Community Training

by MattKerr1 in Share your Experiences
‎16-10-2019 01:05 PM
‎16-10-2019 01:05 PM
thanks @AnnaHardie for your time today.   I've already heard great things about the session and how helpful the Community content and access will be for the Westpac/StGeorge Business Banking Ops crew.  ... View more

Re: Westpac Feedback Session

by MattKerr1 in Announcements | Outages, Service Charter updates etc
‎02-08-2019 12:18 PM
12 Likes
‎02-08-2019 12:18 PM
12 Likes
good afternoon everyone,   Westpac, St George, Bank of Melbourne & Bank S.A hosted several activities with Practitioners during the month of May to listen to feedback and share experiences. We held On site sessions in Adelaide Sydney and Melbourne as well as the live feedback session on the PEXA community; and we said we’d come back to you all with how we’ve used your feedback. Since the sessions we have been working on several pieces of work to improve the Settlements experience when transacting with the Westpac group.   We have made changes in our process to be prepared earlier for sale settlements by ensuring we have Discharge Authorities sent to the correct team earlier if they are attached to a Workspace. This has enabled us to commence the various internal process’s to be ready for settlements and has made a noticeable difference in the Business Banking and Retail process.   We continue to use the feedback provided via the Medallia tool when practitioners complete the online surveys. We have made calls to practitioners to talk through the feedback when a score of 7 or below is received to understand the specifics of the feedback provided. The feedback is also invaluable for our team members to use in discussions with their teams and leaders.   Whilst we have been working to improve our processes after the session, PEXA have also taken your feedback  on board.   During the session  a suggestion was made by Peter Mericka  @LawyersConveyancing  about e/mail alerts for conversations also providing the detail of the conversation.. This suggestion has been actioned and is going live in update 10.1.0 due on 5th of August.   The Westpac Group are continuously looking to improve and your feedback is vital to our improvement. As an industry, we all have a role to play for the best outcomes for our customers. We want to work together with you to achieve this. Please complete the survey if you have the time.  Thank you again for your participation in the sessions  and your ongoing support of the network. If you’d like to participate in future sessions please contact your PEXA Direct specialist or comment below.      ... View more

Re: St George, Bank of Melbourne, BankSA & FMS Fee...

by MattKerr1 in Announcements | Outages, Service Charter updates etc
‎15-05-2019 12:54 PM
3 Likes
‎15-05-2019 12:54 PM
3 Likes
well done to everyone that contributed their questions and feedback and also to the team responding it was a great discussion. ... View more

Re: St George, Bank of Melbourne, BankSA & FMS Fee...

by MattKerr1 in Announcements | Outages, Service Charter updates etc
‎15-05-2019 12:54 PM
4 Likes
‎15-05-2019 12:54 PM
4 Likes
well done to everyone that contributed their question and feedback and also to the team responding it was a great discussion. ... View more

Re: Westpac Feedback Session - Today 3-4pm AEST

by MattKerr1 in Announcements | Outages, Service Charter updates etc
‎08-05-2019 04:13 PM
4 Likes
‎08-05-2019 04:13 PM
4 Likes
Thank you everyone for your input and feedback in today's session. Although the session is no longer live we will review all comments that come through the thread from todays discussion. We will share our responses and how we are further changing to become a more responsive Bank in the industry.   Please join us for the St George, Bank SA, Bank of Melbourne and Rams Session on the 15th of May  ... View more

Re: Westpac Feedback Session - Today 3-4pm AEST

by MattKerr1 in Announcements | Outages, Service Charter updates etc
‎08-05-2019 03:56 PM
7 Likes
‎08-05-2019 03:56 PM
7 Likes
thanks @J_GAV for Westpac to be ready for settlement as early as possible the main items we need are the big ticket items in the transfer guidelines. - prepared transfer to ensure our docs can be signed and verified - total funds required to settle - adjustments agreed and confirmed as early as possible - figures not to be altered on day of settlement I've included the link to our Electronic Settlements info.   https://community.pexa.com.au/t5/Help-Centre/Westpac-Electronic-Settlements-Information/ba-p/7255?advanced=false&collapse_discussion=true&q=transfer%20checklist&search_type=thread     ... View more

Westpac Practitioner sessions @ Business Banking ...

by MattKerr1 in Ask the PEXA Community
‎01-05-2019 03:25 PM
10 Likes
‎01-05-2019 03:25 PM
10 Likes
  On Tuesday Westpac Business Banking Operations, along with PEXA hosted a Practitioner session at 150 Collins Street. The Sessions were arranged to discuss what’s working well and what we could be doing better for Practitioners and our customers; and to open the doors to our Operational teams to gain a better understanding of how we all work together and can interact on PEXA more effectively. The Sessions consisted of an opportunity to meet with Leaders of the Business and speak about their experiences when settling with the Westpac group. We then spent time on the floor with the Teams completing Pre Settlement and settlement activities. A quick debrief after the time spent on the floor was used to talk through their experience and what they took away from their time. The Discussion happening on the floor in the small groups was great to see with some common “ahah” moments shared by both sides. We gathered some very valuable feedback on some of our key process’s that will help us improve: The Discharge process and what’s required to get the instructions right for settlement. How does the Bank handle stamping for First Home Owners Grants etc. The process for completing subdivisions from nominating the title to Settlement was working well however we can still improve the communication process between Practitioner and Bank in the immediate lead up to Settlement. Kelly Keoh from Cherrywood Legal “I realised that despite the technological advancements implemented by Westpac to standardise its workflow and processes to deliver better services, the inherent need of a team member to monitor and work through details for accuracy and compliance purposes projects that the need for a human touch to coordinate the settlement processes is less likely be replaced until exceptional advancement in Artificial Intelligence. As both the banking and finance and legal industry are heavily regulated industries, it is always a slippery balance trying to maintain efficiency, compliance and customer/client expectations. Therefore, it is crucial that all parties to a transaction work together cohesively with understanding and respect for each other’s roles, compliance processes and timelines to ensure that the settlement process is uniform and efficient.”   Westpac was pleased to host these sessions and is open to holding more of these in the future. Further sessions are being held in Adelaide and Sydney with our Retail Operations Teams for Westpac, StGeorge , Bank of Melbourne and Bank SA later this month. If you are interested in attending another session in Melbourne please speak with your PEXA Direct Specialist. ... View more
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