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Managing a Missed Payment and Payment Arrangements

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This article provides guidance for Customer Service Representatives (CSRs) when assisting customers who have missed a payment on their Westpac account and are seeking payment arrangements or additional support. It covers:

  1. Available payment options
  2. How to set up credit card payment reminders
  3. Ways to help customers get back on top of their finances

1. Payment Options for Customers

When a customer has missed a payment, the following payment options may be discussed:

  1. One-Off Payment

    • Encourage the customer to make a payment through Westpac Online Banking, Westpac Mobile App, or by visiting a Westpac branch.
    • Remind them that they can also make a payment via BPAY® or by phone banking.

  2. Payment Arrangement / Installment Plan

    • Discuss the possibility of setting up a payment arrangement that allows the customer to pay over an extended period.
    • Check the customer’s eligibility for financial hardship assistance. This may involve reduced or deferred payments for a set time.

  3. Financial Hardship Assistance

    • If the customer is experiencing ongoing financial difficulties, direct them to Westpac’s Financial Hardship team.
    • For more information, refer the customer to Westpac’s website on Customers in Financial Hardship & Missed Payment.
    • This page outlines steps to take and the support Westpac can offer, including interest adjustments or a tailored payment plan.

2. Setting Up Credit Card Payment Reminders

Objective: Help customers avoid missed or late payments by setting up credit card payment reminders in Westpac Online Banking.

  1. Guide the customer to Online Banking

    • Have them log in to Westpac Online Banking via the website or mobile app.
    • Select their credit card account.

  2. Locate the ‘Reminders’ or ‘Alerts’ Section

    • In the menu, look for an option such as “Manage Alerts” or “Reminders & Alerts.”

  3. Configure Payment Reminders

    • Enable and customize alerts, e.g., a reminder x days before the payment due date.
    • Choose how they want to receive alerts: email, SMS, or push notifications.

  4. Confirm Setup

    • Save the changes and confirm any prompt.
    • Advise the customer to test it by waiting for the next due date reminder.

For detailed instructions, refer to Set up credit card reminder in Online Banking FAQ.

3. Helping Customers Get Back on Top

Beyond immediate payment options and reminders, customers may benefit from broader financial well-being advice:

  1. Budgeting Tools

    • Encourage customers to use Westpac’s online budgeting tools or mobile app features to track spending.

  2. Financial Counselling Services

    • If appropriate, suggest reputable external services (like the National Debt Helpline) or in-house financial counselling resources for more personalized support.

  3. Regular Account Reviews

    • Prompt customers to review their direct debits, subscriptions, and other outgoings periodically.
    • Offer to help them understand any fees, charges, or interest rates that may be impacting their balance.

  4. Keep Communication Open

    • If customers anticipate future difficulties, remind them to contact Westpac early to discuss possible solutions before missing another payment.
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