As a customer owned bank everything we do is with the benefit of our customers in mind. This customer-centric approach has led to continued high levels of customer service, satisfaction and enrichment of our products and services.

Improved customer experience

Continual effort is directed to improving the customer experience at all touchpoints. A new location for our Moonee Ponds branch was secured in Puckle St, Moonee Ponds with works having commenced to fit out the site. 

Ninety percent of calls to our Member Contact Centre were resolved by the person who answered, highlighting that our customers reach helpful and knowledgeable staff when they first call. 

More efficient loan processes were introduced for credit cards and personal loan applications to improve processing time. The design of a new home lending customer experience was identified and continues to be implemented, with a number of quick wins achieved. 

More customers are receiving quality insurance solutions through our partnerships with insurers such as CGU, who are chosen as they offer a premium service to our customers. 

Supporting financial wellbeing at every life stage

We take a holistic approach to our customers’ financial wellbeing, with products and services to support them through every life stage. From at-call and savings accounts, to term deposits, lending products and insurance. Our Senior Financial Planners also provide advice tailored to their client’s needs in areas such as investing, pre-retirement planning and tax-effective strategies. 

In April 2018 we launched an ‘Interest First’ Term Deposit, which pays interest at the beginning of the term, rather than at maturity to provide customers with their interest upfront. 

Introduction of the New Payments Platform

We were one of the first financial institutions to offer Osko and PayID to our customers. These services negate the need to remember a BSB or account number and allow real-time processing of transactions, 24/7 – even during public holidays.

To support these improvements and further enhance the customer experience, a new Bank First Mobile App was released.

Personalised service

Our Relationship Officers continue to visits Schools, Universities and other workplaces to deliver personalised banking services while our Mobile Lending team visit home buyers at a place convenient for them and guide them through the home buying process. 

A growing online community

The Bank First LinkedIn page continues to be a key information-sharing hub and recruitment platform, ensuring we continue to have talented staff to serve our customers. We launched the Bank First Facebook page in June to help us better connect with our customers and provide them with helpful information and support. Customer and community engagement has been very strong and we thank our customers for their enthusiasm and support.

Enhanced online services and security 

The new Bank First website launched in December, to better cater for our customers’ needs, improve the user experience and enable future personalisation opportunities. 

We continue to invest in technology to better protect customer data. To combat the increasing threat of cybercrime, we have focused on technologies that will provide better security for our customers and staff. 

During the past 12 months several major system upgrades have successfully been implemented to provide improved performance and to support the growth of Bank First. The next 12 months will be an exciting period as our technology platforms continue to evolve ensuring that Bank First is able to embrace new technologies for the future.