Helping you bank with Westpac Online and Mobile Banking.

RL: So, hello everybody and welcome to Westpac’s webinar on Online and Mobile Banking. My name is Rob Lockhart, and I am going to be your host for the next 30 minutes or so. Now today’s webinar is a very basic guide to how to register for Online Banking, reset your password, and to demonstrate how easy it is to make a payment or transfer between your accounts.

RL: Now as I said, my name is Rob Lockhart, and I am from Westpac’s Davidson Institute where we provide free financial education. But more importantly for today is our expert on Online and Mobile banking, Darren Kepert our Senior Digital Product Owner at Westpac. You are going to be hearing mainly from Darren today but before I hand over to Darren, I do have a little bit of housekeeping I need to get through.

RL: First of all, I need to let you know that we have muted everybody, or if you like put you into listen-only mode. This is to cut down any background noise and make it easier for you to hear. But this is a live webinar and we do want you to ask questions, but to your questions what you’re going to need to do is type them in the Questions panel.

RL: Now, if you’re on a computer, that Questions panel should be on the right-hand side in the Control Panel. If you’re on a mobile device, it’s probably a question mark at the top or bottom of your screen. You should type your questions in when you think of them and then we’ll answer them at the end of the formal part of the presentation.

RL: I also need to let you know that we’re recording this session for our internal training and quality purposes, and as I mentioned earlier, this session will focus on Online Banking registration and everyday use and won’t contain detailed product information or financial advice. And I also need to tell you that the material contained in this presentation is an overview and summary only and shouldn’t be considered a comprehensive statement on any particular matter.

RL: What are we going to cover today? Well, Darren is going to start out by showing us how to register for Westpac Online Banking, or if you’ve already registered and forgotten your password, how to reset it. Darren will then talk about some of the ways to bank online and look at some of the other Online Banking features.

RL: And then we’ll look at any of the questions you have entered and see if we can answer them, and finally we’re going to let you know where you can go for ongoing help and support. Okay, it’s now time to hand over to Darren for how to register for Online Banking. Darren, welcome on board. DK: Great, thanks Rob.

DK: Good morning everyone. As Rob said, my name is Darren Kepert, and I am one of the digital product owners working on Westpac Online and Mobile Banking. Now, to start off with I’d like to talk about registering for Westpac Online and Mobile Banking. So, as with any new service, registration is often the first part. People often find this a little bit daunting, but I can assure you, it’s much simpler than you think.

DK: Now, before I go through the steps to register, let me tell you why you should register for Westpac Online Banking. So currently we’ve got over 5 million Westpac customers now enjoying the convenience of banking online from the computer, mobile or iPad tablet.

DK: Online Banking allows you to securely, check your account balances, pay your bills or pay another person, receive and check your electronic statements, transfer money between your accounts, update your contact details, and also get in touch with us if you’ve got a question.

DK: Now you can start with your card number or your Customer ID, which is found on the top right-hand corner of your statement, when registering for online banking. Then we may ask you a few security questions such as your postcode, or BSB and account number for one of your accounts. Thirdly, we’ll ask you to create a password. Now this needs to be a minimum of 6 characters and include both letters and numbers.

And we ask you to choose something that someone else wouldn’t be able to guess. Fourthly, provide your contact details such as your email address, and your mobile phone number. And we’ll show you why it’s important to provide these, not only for us to keep in touch with you but you will need these for added security as well for your accounts.

Finally, you just need to click ’Continue’ and you’ll be signed into Westpac Online Banking. RL: Thanks for the Darren. That all seems fairly simple, and I’m sure once you get into it it will be easy to follow. But now if you have registered before but, unfortunately, you’ve forgotten your password, Darren is going to show us how to reset it.

DK: So, we find when a lot of customers register for Online Banking, they don’t use it for some time, and they forget their password and that becomes a real barrier to using the service. So, let us show you how to reset it yourself and you can do this at any time if you forget your password.

DK: So, to start you’ll need your Customer ID, and this can be found in the top right-hand corner of your bank statement. So, go to the Westpac Online Banking sign-in page and select the ‘Forgot Customer ID or password’ link which is below the ‘Sign in’ button. Select the password option and then enter your Customer ID and your date of birth.

DK: Select ‘Next’ and an SMS code will be sent to your registered mobile phone number. So, this is one of the reasons it’s important that we have your mobile phone number. So, we can send an SMS to that mobile phone number and we know it’s only you that will receive that SMS code. Enter that SMS code and then select ‘Authorise’.

DK: Once you’ve done that, we’ll ask you to select a new password, then re-enter that password to make sure we’ve got it correctly in that ‘Confirm’ box. Hit the ‘Submit’ button and your password has now been changed. You can select ‘Continue’ to log on.

DK: We recommend your password does not include your birth date, your name or other obvious information and it’s a good idea to change your password regularly for added security protection. RL: Okay, well let’s hope that’s going to be easy for most people and now they can get onto Online Banking. But once they’re on, what can they actually do there, Darren?

DK: Good question Rob, thanks very much. So, let’s start with payments. When you can’t make it to your nearest branch, Westpac Online Banking is an easy-to-use alternative to access your banking from the comfort of your home. And in these trying times of COVID19, many customers are finding it more difficult to get to a branch and Online Banking is a great alternative to access your banking from the comfort of your home.

DK: So, let’s start with payments. So, the three main types of payments I want to talk about today are: transferring funds between your own accounts, paying someone else (which we call Pay Anyone) and this includes payments to a PayID. Now a PayID makes it really easy to pay someone else. They just give you something like their mobile number which their bank account is linked to.

DK: You just need to pay to that mobile phone number and the payment goes through in near real time. So, in most cases it will take less than a second to reach the other person. And then the third one is BPAY® bill payments. So, let’s have a look at some of these in Online Banking.

DK: So, here I’ve got the Westpac Online Banking sign-in page, I’m just going to refresh my browser. Now, I have logged in before and I’ve asked my browser to remember my Customer ID. So, this is an easy way to log in without having to remember your Customer ID each time. We just ask that you don’t do this on a shared PC.

DK: I’m going to enter my password, and if you want your Customer ID to be remembered you just need to tick this box down the bottom here ‘Remember Customer ID’ and it will tell you ‘Not recommended on a public or shared device’. I then click on ’Sign-in’ to log in to Westpac Online Banking.

DK: Now, what you’ll see first is your account dashboard, and this shows you all the accounts you have with Westpac that are accessible through Online Banking. I’ve got 3 accounts. I’ve got a Global Currency Card, which is a travel card; I’ve got my Westpac eSaver account which is a savings account; and I’ve got my Westpac Choice account which is a transaction account.

DK: What you can do, you can click on these accounts to go into your transaction listing and details. So, if I click on my Westpac Choice account, if I go down here, I can see all of the transactions that I’ve made recently. If I click on one of those transactions, I can then see further transaction details.

DK: So, let’s go back. If I click on ‘Overview’ and ‘Your accounts’ I can go back to my account dashboard. Now what I’d like to show you first is transferring between your own accounts and we’re going to transfer today from my transaction account into my savings account. So, I go up to the top right-hand corner and I select ‘Transfer funds’.

DK: I then choose the accounts I want to transfer between. So, I’m transferring from my Westpac Choice account, and I want to transfer to my eSaver account, but I’ll show you what happens if I choose the wrong account. People often worry that they’re going to make a mistake using Westpac Online or Mobile Banking, but we always ask you to confirm your transaction before it goes through. So, let’s have a look if I make a mistake.

I accidently choose my Global Currency Card, I want to transfer 1 cent today, I go’ Transfer now’.

DK: The details are shown here. I can also add additional information if I want such as a description, and I’ll click ‘Continue’. Now, we always confirm the transaction before we process it, so here is the confirmation page. I’ll check to see if the details re correct. I’m transferring from my Westpac Choice account to my Global Currency Card. Now that’s not correct, that’s not the transaction I wanted to make today. All I need to do is ‘Go back and edit’.

DK: I click that link. It takes me back to this page. Instead of Global Currency Card, I want my eSaver, so I’ll select that. I then click ‘Continue’ and I confirm the transaction again … from my Westpac Choice to my Westpac eSaver, 1 cent. Those are the correct details, I press ‘Confirm’ and the transaction is paid.

DK: It’s that easy. I can then go back to my account dashboard, going up to ‘Overview’ and ‘Your accounts’ and I can see that the 1 cent has been transferred from my transaction account and into my savings account. Let’s have a look at another 2 types of transactions.

DK: If I wanted to do a transfer to someone else or I wanted to do a BPAY® bill payment I go up to ‘Make a payment’. So, here you can see the type of transactions I can make. I can pay one of my ‘Payees’, which is Pay Anyone; I can make a BPAY® bill payment; I can make an international payment, or I can also request a bank cheque.

DK: So, today we’ll just look at the first 2. Let’s start with the Payee. Now there are 2 ways I can start this payment. I can either select a payee that I have paid before, and you can see I’ve got one here already set up, or if I am paying someone I haven’t paid before I just select ‘Pay new payee’. So, let’s have a look at that first.

DK: When I select that, I just need to enter the details that the other person has given me. So, I can enter their BSB and account number, I can put in their account name and then I might have a nickname. So, if I’m paying my Mum, I can put in her BSB and account number, Pam Kepert, and then the payee nickname of Mother.

DK: You can also pay to a customer’s PayID, such as their mobile phone, phone number, email address, their Australian Business Number, or their organisation ID as well. But today I’m going to pay someone I’ve paid before. So, I come back to the search box and I choose ATO.

DK: You can see I’ve already got their details there … their account number, their BSB. With ATO they do ask for some additional information and in this case it’s my tax file number which I’ll enter now. I put in a description for the payment, I’m going to put in a ‘tax payment’, and today I’m going to make a payment of 1 cent. So, I’ve entered all the details, I select ‘Continue’.

DK: Of course, we always ask you to confirm the transaction before it goes through. So, I check my transaction details. Today I’m paying the Australian Taxation Office, I’ve got my Tax File Number there, it’s going from my transaction account and I’m making a payment of 1 cent. Now, I’m not going to confirm the transaction today because no one really like to pay the Australian Taxation Office. So, I’m going to cancel that payment.

DK: Then I just hit ‘Back’ at the top and it takes me back to my account dashboard. Let’s have a quick look at BPAY® bill payments. So, I go back to ‘Make a payment’ and I choose the BPAY® tab. If I click on the ‘Search’ box, I haven’t done a BPAY® bill payment before so I’ve got none set up there. So, I go to the ‘Pay new payee’ button, I click that, and then it asks me to enter my biller code and customer reference number.

DK: Now you’ll find these on the statement or invoice that you have received from your biller. For example, if you were paying your mobile phone bill from Telstra or Optus, on the ‘Ways to pay’ section of that bill it will have BPAY®. It’s easily identified by the BPAY® symbol and it will have there the biller code and customer reference number that you need to use.

DK: So, you’d enter those details there. Your payee name, a description if you want, and the amount. Before you pay a new biller, we will send you an SMS code as an extra layer of security. And that’s another important reason why we’d like your mobile phone number.

DK: Now before we go back to the presentation, I’ll just show you a few other things. We’ve looked at payments, there’s also a whole lot of servicing functions you can do on Westpac Mobile and Online Banking. So, let’s have a quick look at a few of those. Most of those you’ll find here under this ‘Service’ tab at the top of the page.

DK: So, let’s first click on ‘Services’. You’ll see a range of services here which you can access. For example, Card Services. Now, I don’t actually have a card on this profile but if I did, you’d see things there like ‘Temporary card lock’ and ‘Lost and stolen card’. So, if you do lose or misplace your card, you can always put a temporary lock on the card while you look for it.

DK: If you can’t find that card you can put a permanent lock on it. If you do find the card you can take off the lock and continue using it. Also, you’ll find here things like ‘Term Deposit management’. If you’ve got a term deposit you can renew that deposit, top it up, put in your instruction for when it comes to maturity.

DK: You can also update your personal details – so that includes your email address, your telephone number, and your home and mailing addresses as well. We’ll just have a quick look at ‘Preferences’. So, you can see here you can actually update your personal details. When I click on that, we ask you for an SMS code.

So, you can see we have added in extra layers of security for your protection, and you know your personal details are extremely important and confidential and we want to make sure that those are secure.

DK: You can also go in here and choose what form you would like your statements in. If go to my transaction account, I’m currently receiving paper statements you can select eStatements if you’d like and we’ll send an email notification to your email address when those statements are available. You then log in to Online Banking and you can print out those statements or view those statements and it’s totally secure.

DK: I also wanted to show you, Daily Payment Limit. When you are paying someone else, we do have a limit in place that is added security for your account. My limit is currently $50, so I can pay people up to $50. You can increase that Daily Payment Limit if you want. Say I needed to pay my mother $1,000 for the money I borrowed off her last week. I can change my Daily Payment Limit here. I will be sent an SMS code to confirm I want to increase that Daily Payment Limit.

I increase it, I pay my mother the $1,000. We do suggest afterwards you reduce the limit down to something you are comfortable with.

DK: So, we’ve always got your security in mind. One last thing I’ll show you before we go back to the presentation. We have a ‘chat’ function just down here at the bottom of the screen called ‘Red’. If you click on that it will activate Red and you can ask Red for anything you like.

DK: So Red has got some suggestion here ‘How do I make a payment’, ‘Set up Apple Pay’, or ‘Coronavirus support’. If you can’t find something that you want to do then you can always ask Red. So, maybe if you want to set up eStatements, I can type that in. ‘eStatements’. And Red will help me find where that is. So, you’ve always got the support you need when you need it.

DK: Here you go, Red has said “You can easily change between eStatements and paper statements here” and I can just click this and it takes me to the link we saw before where I updated my statement preference. Let’s go back to the presentation and finish off that.

RL: Well thanks for going through all that Darren. That all looked fairly simple once you went through it. I know there’s a lot of features, a lot of different things on there, but I think what you were saying is there’s some great security features so people should probably just get in and give it a go. It’s always going to ask you to confirm things, so take that moment to think about what you’re doing, before you hit ‘Confirm’ of course. But you’ve always got that security feature in there.

RL: And, of course, if you’re changing personal details or making transactions outside of your own accounts then you’ll be asked for that SMS as a double level of security to make sure it’s you. Alright, are there any other online features that you want to talk about today Darren?

DK: Sure, thanks Rob. I’ll just recap on a few more items. So, there are a lot of features in Online Banking. We’ve only touched on a few of them today but as you explore Online Banking more and you build more confidence, you’ll find there are more and more servicing functions available there. I just want to touch on a few more popular features.

DK: First one is Quick Balance. Quick Balance lets you display up to 3 account balances and the last 10 account transactions without needing to sign-in to our Mobile Banking app. So, this is only available on our Mobile Banking apps, both on iPhone and Android. It’s very handy and most of our customers use it 30 or more times a month.

DK: So, the example I give is if you’re at the supermarket, you’re not sure if you’ve transferred money into your transaction account from your savings account. You can quickly use Quick Balance to check the balance in your account without needing to log on. We’ve also got ‘Card Lock’ and ‘Lost/Stolen Card’ on both Online and Mobile Banking, so I talked about those before if you lose your card.

DK: ‘Manage term deposit’ we also looked at. So, if you do have a Term Deposit you can renew it or top it up online. And ‘Change your Daily Payment Limit’ which we also talked about as well. Now in terms of security, it’s something that we take very seriously and have some of the best systems in the world. Our Westpac Protect Security Guarantee helps protect your transactions from online fraud and as long as you haven’t contributed to the fraud, we guarantee to repay the funds.

DK: And when I say contributed to the fraud, we don’t want you to tell your password to anyone else. Our Fraud Money Back Guarantee assists get your money back from fraudulent transactions on your credit card. SMS Protect – it’s important you register your mobile phone number for SMS Protect as it means we can send you a code to do certain transactions and it means we know it’s you doing the transactions. So, it’s very important you register your mobile phone number with us.

DK: Security Wellbeing check. This is on our Mobile Banking app and provides you with a view of whether you need to update your software or contact details, or whether you’re using the latest app. Staying up to date with all these will help us to provide you with the latest level of security.

RL: Okay, there’s some good stuff there Darren and it’s great to see that Westpac is being proactive regarding security and helping our customers because I think that is one thing that we really need. But it’s now time to answer any of the question you’ve put in. Just having a quick look now and I can’t see any questions at this point.

So, while you’re doing that I just have one question for Darren and that’s ‘Darren, when you were going through those transactions and typing in those descriptions, is there any limit on those and are those the things that appear on your bank statement?”

DK: That is correct, those do appear on your bank statement. So, for most transactions there is a limit for how long you can make that description be. It’s about … it’s actually not very long … it’s only about 12 characters, or something like that. So, it’s not particularly long. But when you actually make a PayID payment, that’s the one that goes through almost instantly to like a mobile phone number, the description you can put there is much longer

… something like 132 characters so you can actually put a very detailed description in that.

DK: So, that is really handy. I suggest keeping it as brief as possible, but it will appear on your bank statement. You can also put a description in there that will appear on the other persons bank statement as well. So, when I’m paying my Mum, I might put in there that I’m repaying the money that I borrowed, something like that.

RL: Okay, thanks for that Darren. There isn’t any question at the moment but if you do have other question, where do you go for that extra support? So, there is plenty of extra support available on the Westpac website, there are ‘how to’ videos for Online Banking and banking on your mobile devices. Along with written instructions and answers to frequently asked questions or FAQs.

RL: So, go to westpac.com.au/register if you’d like to see a video or step-by-step guide on how to register or reset your password. And you can also contact us via the Westpac app on your mobile device or by calling us on 132 032 for general enquiries or 1300 655 505 for Online Banking help between 8.00am and 8.00pm 7 days a week.

RL: Now if you are calling, can I just ask for your patience as during this time we are experiencing a greater number of calls than usual. So, I just want to thank Darren for his time today and thank all of you for giving us your time. And I hope today’s webinar was useful to you. I hope this session has given you an introduction to Online Banking. Thanks again, please enjoy the rest of your day. Goodbye.