Anytime, anywhere: Westpac Launches New Book a Banker Tool for Home Loan Customers

WHY THIS MATTERS:
Home lending remains one of the most complex and high-value decisions customers make, yet the first step — speaking to a lender — can often feel friction-heavy. Westpac’s “Book a Banker” tool reflects a broader shift in banking: blending digital convenience with human advice. By enabling customers to instantly schedule appointments across phone, video, branch or even local meetups, the bank is reducing access barriers while preserving relationship-led service.

The early data is telling. A 45% rise in virtual appointments among regional customers highlights how digital booking tools can expand reach without removing personal interaction. For banks managing branch rationalisation and cost pressures, tools like this help maintain advisory presence while meeting expectations for on-demand, app-driven experiences.

Westpac is making it easier to speak with a home lender with a new digital tool that lets customers book a banker when, where and how it suits them. 

Rolling out nationally, the new Book a Banker tool allows customers to lock in a home loan appointment directly with a Westpac lender – whether that’s a phone call, video chat, in branch meeting or even a catchup at a local café on the weekend. 

The service follows a successful pilot in Queensland where around 3,000 customer appointments have been booked through the tool and almost 400 customers supported with completed settlements.

Westpac Managing Director of Mortgages, James Hutton, said the pilot demonstrated strong demand for flexible options, with many customers choosing to meet virtually or in branch. 

“We know our customers are juggling work, family and everything in between, so the tool was designed to fit around busy lives and make booking a home loan appointment the easy part,” Hutton said. 

“Customers can still call us or walk into a branch as they always have. This new tool simply streamlines how customers can connect with a home lending expert for those who prefer to plan ahead or book online.”

Appointments are confirmed instantly, while the tool integrates directly with bankers’ calendars – meaning customers only see genuine appointment times and receive instant confirmations and reminders via email and SMS. 

The new tool has been particularly popular with regional customers, with the simplicity of booking a virtual appointment driving a more than 45% increase in virtual appointments among customers living in rural areas. 

“In regional communities, we know many customers value the ability to speak to a banker, particularly for important decisions. Book a Banker is part of how we’re evolving the way we deliver banking services – combining digital convenience with the face-to-face support our regional customers value.”

“Whether customers are just starting to think about buying a home or are ready to apply, this makes it easier to have that first conversation with a banker – wherever they are in Australia,” Hutton said. 

The new tool was instrumental in helping long-term Westpac customers Cheryl and Michael settle on their Gold Coast investment property in a matter of weeks, following a pop-up prompt to book in with a local lending expert on a Sunday afternoon.

“Book a Banker made it incredibly easy to speak to a lender and understand our borrowing power straight away. Within hours of booking from our couch, we were sitting down with our lender Taz and getting a clear picture of our borrowing power,” said Cheryl.

“The ability to book a banker online and have that conversation so quickly made all the difference. The entire process with Taz was simple, personal and gave us confidence to act quickly when the right property came up.” 

To mark the national rollout, Westpac is giving customers who use the new service a chance to win a State of Origin experience. More details about the offer and how to apply are available via the Westpac website. 

The Book a Banker tool will be expanded to St.George, BankSA and Bank of Melbourne customers in coming months.

FF NEWS TAKE:
This isn’t about flashy fintech innovation — it’s about removing small but meaningful friction in a high-stakes customer journey. In mortgage banking, speed to conversation can directly influence speed to settlement.

Westpac’s move shows how incumbents are modernising distribution rather than replacing it. The winners in retail banking won’t be fully digital or fully face-to-face — they’ll be the ones that orchestrate both seamlessly.