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Old Mortgage News

Westpac says empowering front-line staff fuels mortgage book growth

Thursday 7th of June 2012

"Since 2009, we've been working on a strategy of empowering our local teams," says Gay McGrath, Westpac's head of retail.

Now the local teams have authority to make credit decisions rather than having to go through a centralised credit team at head office, McGrath says.

People sitting in Auckland don't necessarily know the true value of a property in, say, Wanganui, she says.

Local staff also have target times within which to meet customer queries and to make sure customers "really like the experience."

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