Heritage Bank (Heritage) is proud to be Australia’s largest member-owned bank, and even prouder of their mutual status. The philosophy of ‘Putting people first’ represents not just a friendly attitude, but a service-based philosophy that defines the way Heritage does business. Heritage helps people with the basics of everyday living; helping them live the way they want to now, and when it’s time to give up work.
By being member-focused, Heritage can assist people at every stage of their life to improve their financial wellbeing and to achieve their dreams and aspirations. Heritage uses its profits to help deliver great rates, great services and great products to their members, not to pay big dividends to investors. With a history going back to 1875, Heritage has always been in the business of helping Australians realise their financial dreams.
Heritage is proud of their performance, recently being awarded the Roy Morgan 2018 Customer Satisfaction Bank of the Year title, ahead of all other banks in Australia.
Heritage employs over 800 people across Australia, with their Head Office located in the regional city of, Toowoomba, Queensland. The bank aims to continue member growth in order to improve the financial wellbeing of even more Australians. Heritage’s core business is in retail banking and mortgage lending and services are provided via a variety of avenues including: Retail banking branch network of 60 branches and three agency branches across south east Queensland; Local Contact Centre based at Head Office in Toowoomba; Broker distribution network across Australia; Web and mobile banking channels.
Heritage is committed to the journey of digital transformation from a physical bank with a digital presence, to a digital bank with a physical presence. This transformation is necessary to enable digital capabilities to continue to meet member needs in a rapidly changing environment so Australia-wide members can experience legendary service.
Continually improving delivery mechanisms is a core focus of the strategic plan. Heritage has provided specialist lenders in clustered locations, the Contact Centre operating hours were extended to be 24 hours a day, seven days a week, and the wearable payments device, the HOVA band, was upgraded into Google Pay for Android mobile devices. In 2019 Heritage plans to commence the interstate distribution strategy by opening the first Heritage branch in New South Wales.
Heritage offers a variety of banking products, including: transactional and savings accounts; personal, car and home loans; credit cards, and; commercial banking. To fully protect and improve the financial wellbeing of members, Heritage has many alliances to provide insurances, international products, financial planning and wealth protection, with partners including Allianz, Western Union, Bridges and Cash Passport.