Users of Excellence

Australian Mutual Bank – Business Workflows

In the first Users of Excellence session, clients heard from Australian Mutual Bank's IT Manager David Crow, and IT Supervisor Joanne Wiles on their journey to operational efficiency through improved business workflows. By creating updateable events, Australian Mutual Bank has developed a robust workflow system for the completion of business-critical processes such as memberships, loans, sales, tracking, reporting, and compliant. Updateable events give relevant staff members full visibility on all tasks and their status, reducing email communication by 99%.

Bank of Us – Enhancing Customer Service with Ultracs

During the second Users of Excellence session, clients heard from Bank of Us Engineer Darren Sheehan, who explained how Ultracs enhances meaningful customer interactions. With a strong commitment to keeping branches open and operating a distributed call centre, Bank of Us equips its team with the necessary tools to deliver exceptional "face-to-face" customer service at every touchpoint. Their Ultracs 5.1 solution integrates seamlessly with TCR through the cash gateway and signature tablets, providing a comprehensive digital transaction experience. This solution also allows Bank of Us to deepen customer relationships by offering tailored promotions, either directly during customer interactions or through their My View Point platform.

Regional Australia Bank – Ultracs Connector

In the third Users of Excellence session, Les Bailey from Regional Australia Bank shared how the bank utilises Ultracs Connector to enhance customer relationships.

By integrating seamlessly through API, Ultracs Connector enables Regional Australia Bank to harness third-party applications, creating a tailored banking experience that maximizes customer satisfaction. Thanks to Ultracs Connector, the bank has introduced several innovative products, including Thriday, an all-in-one transaction and accounting platform for small businesses, and a digital onboarding solution that allows prospective customers to securely open an account online within minutes.

BankWAW – Account Alerts

In the opening session of Day 2, BankWAW discussed its experience implementing account alerts and how this feature enhances both security and customer satisfaction.

These alerts keep customers informed about their account activities through timely notifications, providing a convenient way to monitor transactions. They also serve as an early warning system, alerting customers to potential errors or suspicious activities that may require immediate attention.

Unity Bank – SMS One-Time Passwords

In this session, Unity Bank shared their experience implementing SMS One-Time Passwords, and how the additional security it provides has prevented the risk of financial loss for its customers. Unity Bank implement One-Time Passwords that customers must enter while logging in, and before taking any consequential action such as maintenance, changing their access code, viewing statements & making changes to PayID.

To ensure a streamlined, efficient banking experience for all, Unity Bank will at times create exemptions to these One-Time Password requirements - such as for elderly customers or customers travelling overseas. In doing so, they must ensure they take steps to enhance security and ensure compliance with APRA guidelines. Unity Bank demonstrated how meeting these requirements when creating One-Time Password exemptions was possible in Ultracs.

G&C Mutual – Fraud Interceptor

In the sixth and final Users of Excellence session, we heard from G&C Mutual on how Fraud Interceptor helps them maintain a robust security posture.

Through creating and implementing rules in Fraud Interceptor, G&C Mutual Bank has been able to minimise losses associated with NPP/Osko Remote Access Scams, and retain their customers' trust.