Broker Online Chat
Info Kit
Key Dates
• Broker Online Chat will be available effective Monday 21 January 2013.
• Operating hours will be:
6am to 4pm WST Monday to Friday
9am to 7pm EST Monday to Friday
• Who do I contact for any queries and support?
Please contact us via telephone on 1300 130 881 then option 2 and support will be provided
and your query answered.
What queries are suitable for chat?
The following queries are most suitable for Broker Online Chat:
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Deal status - when will my file be looked at next
Did bank receive my correspondence
Broker website logins/Lendnet password resets
Escalations - if finance approval is due within 2 day/settlement within 5
days
General file status updates e.g. is LMI approved, when can I expect
unconditional
Contact details including return addresses, fax numbers, numbers for
external providers i.e. valex, SAI Global, Gadens
Assistance in what forms to use/where to find
Valuation enquiries e.g. valuation ordered, valuation returned, valuation
figure
Reissue of loan packs
Is settlement booked?
General settlement enquiries e.g. account number, offset linked, has loan
settled
What queries are not suitable for
chat?
The following queries are NOT suited for Broker Online Chat:
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Credit Scenario’s
Product enquiries
LendNet Issues
Complaints or compensation requests
*Please note* For assistance with any enquiry that is complex and
requires in depth discussion please phone 1300 130 881 so we can
best assist you.
How to log in
Step by Step Demonstration
How does it work?
• Access online chat via this URL link:
http://www.bankwest.com.au/brokerchat
• Log into the URL and input your broker code. *Should your
query relate to a specific deal, please have the LendNet
reference number handy
• Click “chat now” and a Bankwest colleague will be available
to chat with you about your query
• Once the query has been confirmed you can click “end chat”
to opt out of the chat
• On the odd occasion you may be asked to fill in a survey
about your chat experience. This survey is anonymous and
optional to complete
Landing Page
Initial Chat Window – Broker ID
section
7
Disclaimer/Privacy and 1st Screen broker see’s post ID
section
8
Chat Window – Chatting with Bankwest
Agent
9
Q&A
Questions and Answers
How do I access Online Chat?
You can access Online Chat via this URL:
http://www.bankwest.com.au/brokerchat
• Press the chat button on this page to contact Bankwest
• You can use your favourite internet browser
• You do not need to install any new software
• We recommend you save the link to your “favourites”
• You can leave the page open on your desktop to start an Online Chat with
the Bank as you need to during the working day
What happens after I press the Chat Button?
1. You will be asked to enter your Broker code before commencing chat
2. You will then be connected to a Bankwest Chat Agent
3. You simply type on your computer the query to the Bankwest Chat Agent
who will respond to your query
Questions and Answers
What happens when I have completed an Online Chat?
On occasion, you may be offered a survey to complete at the end of your
Online Chat with Bankwest. This survey is optional however Bankwest does
encourage your honest feedback to enable us to improve our service through
the Online Chat channel.
What if I have problems with Online Chat?
Please contact Bankwest as usual via telephone on 1300 130 881 then option
2. Please make the Bankwest specialist aware of your experience with Online
Chat. The specialist will also be able to respond to your Broker query.
Do I have to use Online Chat?
No, you can continue to contact Bankwest by telephone as normal. Broker
Online Chat is offered as an additional more convenient way to contact
Bankwest.