Customer Service & Operations Graduate Program (Feb 2024)

Our Organisation

Westpac is Australia’s oldest bank and company, one of four major banking organisations in Australia and one of the largest banks in New Zealand. We provide a broad range of banking and financial services in these markets, including consumer, business and institutional banking and wealth management services.

Westpac Group's portfolio of financial services brands and businesses is focused on our purpose which is creating better futures together. It’s what we do, who we are and why we come to work every day.

From ensuring individuals can save, transact and borrow with confidence, to supporting the financial needs of small businesses, multi-national corporates, institutional and government clients, our customers are at the centre of everything we do.

Through our unique portfolio of brands comprising Westpac, St.George, Bank of Melbourne, BankSA, BT and RAMS we support and serve over 12.7 million customers.

When you join Westpac Group, you’ll be empowered to make a difference, speak your truth and discover what success means to you. But best of all you’ll be joining a whole organisation of people who love helping others find their success. 

Our Grad Program

We’re looking to fill our programs with original thinkers and innovators from all degrees of study.  Challenging and rewarding – our programs will get your career off to a flying start.

Eligibility

You must be Australian or New Zealand Citizen OR an Australian Permanent Resident AND be in your final year of study of a university degree OR completed an undergraduate or postgraduate degree no more than 3 years ago.

You’ll need to be available to start with us as a permanent employee in February 2024.

Our Customer Service & Operations Program

We are the “engine room” of the group, responsible for solving the complex needs of our customers. Our program will help you to develop your project management, operational and critical thinking skills, whilst allowing you to bring your fresh perspective and ideas to the ways in which we support our customers now and, in the future.

You will understand the root cause of customer issues and will help us solve those problems through transformation of our processes and systems. This program will give you a behind the scenes tour of the eco-system of the bank, and the ability to experience how all aspects of banking fit together to create great customer service.  

This is a 12month program, with 3 x 4-month rotations. Some of the areas our graduates may rotate through include the following:

Group Operations

We perform the banking operations for the Westpac group and deliver operational excellence and support for our customer facing businesses. We are responsible for the deployment of specialised capabilities to help our customer facing business identify, design, and deliver process transformation according to best practice and digital roadmaps.

Financial Crime & Fraud Prevention (FCFP)

We work to identify, manage, report, and mitigate the risk of financial crime and fraud to help keep our customers and communities safe from these acts. Fraud Operations & Complex Investigations is a critical front-line team who support our customers in their time of need when they have experienced fraud or scams.

Our Anti Money Laundering & Sanctions Operations teams are responsible for identifying and reporting risks relating to anti bribery & corruption, money laundering and more.

Our support units (Chief Operating Office, Quality Assurance & Risk, and Fraud & Financial Crime Insights) work to ensure our operation is running smoothly, with mitigated risk, to a very high standard and that our people are adequately supported in their roles.

Customer Solutions

Our Customer Solutions team play a key role in delivering on our Group Strategy and are focussed on solving problems and helping our customers at critical moments of truth. We are responsible for complaints, remediation, vulnerable customers, estate management, Customer Assist (collections, hardships, and recoveries) data analytics and remediation advice. 

These critical customer moments might be where we have made a mistake, or where customers have been impacted and Westpac can help, and the service customers receive in that moment can make or break our relationship with them.

Some examples of areas where our Customer Service & Operations (CSO) graduates are now in:  

• Process re-engineering and simplification
• Business Analysis & Change Management
• Program & transformation delivery
• Customer Experience and Service 
• Operations
• Operational management of processes and systems

The Customer Service & Operations (CSO) graduate program will offer you an accelerated pathway to develop your foundational skills for an exciting career in banking. We are seeking graduates with an interest in customer experience, process improvement, simplification, digitisation, and welcome graduates from all disciplines. We are looking for the future thought leaders and people leaders for our company. 

Our Online Application

Your application will take approximately 10 minutes to complete and must be submitted online. You will need to upload a PDF or Word version of your resume AND a copy of your Academic Transcripts.

IMPORTANT: When completing the application form, please ensure you EXPAND ALL SECTIONS to INCLUDE your EDUCATION details and UPLOAD your RESUME & ACADEMIC TRANSCRIPT.