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Banking System Conversion Update

27 February 2018

Banking System Conversion Update

Dear Members,

As you would be aware, we converted over to a new banking system on Sunday 18 February. The banking system conversion involved a new core banking system, internet banking and mobile banking and required members to re-register for those services.

I’d like to firstly acknowledge that this banking system change has disrupted the member banking experience as the act of re-registering for the new services was not entirely straight forward for some members. The vast majority of members are now registered for our new digital channels and are getting used to the new internet and mobile interfaces. I would also like to apologise for the teething problems that we have encountered (including some late payment files) and regret all instances where members have been inconvenienced. Our call volumes spiked substantially last week and we have been busy re-contacting members we were unable to serve last week. It is not a straight forward process to convert to a new banking system and some issues have arisen which have been or are in the process of being addressed. Rest assured our staff are working extended hours to resolve member queries.

I’d like to thank our members for your patience so far. The new banking system will serve us well in the future and already offers additional functionality and security measures. The member feedback received so far will shape enhancements for our next system release noting there will be no need for members to re-register going forward.

Please do not hesitate to call us, email us or visit our branches (where possible) to help work through any unresolved issues.

Thank you

John Ford  
Chief Executive Officer

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