Broker Online ChatInfo Kit

• Broker Online Chat will be available effective Monday 21 January 2013.

• Operating hours will be:6am to 4pm WST Monday to Friday9am 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.

Key Dates

What queries are suitable for chat?The following queries are most suitable for Broker Online Chat:

• 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: • 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 inStep 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

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Disclaimer/Privacy and 1st Screen broker see’s post ID section

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Chat Window – Chatting with Bankwest Agent

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Q & A

Questions and AnswersHow 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

chat2. You will then be connected to a Bankwest Chat Agent3. You simply type on your computer the query to the Bankwest

Chat Agent who will respond to your query

Questions and AnswersWhat 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.