CBA trials AI to replace local call centre staff

Original article by Paul Smith
The Australian Financial Review – Page: 16 : 17-Sep-24

The Commonwealth Bank is trialling a ChatGPT-style platform called Hey CommBank, with a view to use it to potentially replace thousands of local call centre staff. CBA chief data and analytics officer Andrew McMullan says he expects there will come a time when its customers have become so used to using ChatGPT-style services that it will become the way that they interact with the bank, while Finance Sector Union assistant secretary Nicole McPherson has labelled the CBA’s plans to replace local call centre staff with its Hey CommBank platform as "disrespectful and tricky".

CORPORATES
COMMONWEALTH BANK OF AUSTRALIA – ASX CBA, FINANCE SECTOR UNION

ANZ’s Elliott dismisses conspiracy theory

Original article by Lucas Baird, Jonathan Shapiro
The Australian Financial Review – Page: 15 : 13-Sep-24

ANZ CEO Shayne Elliott has sought to downplay the impact of the scandal that has engulfed its trading room during a town hall meeting with the bank’s staff on Wednesday. The trading room is currently the subject of three separate investigations – the reporting of inflated data to a government agency, an investigation into its bond trading and allegations of serious workplace misconduct – with Elliott telling staff the ANZ’s view was that the three issues were unrelated. However, he said the media has speculated otherwise, and has "spun them into this big conspiracy theory".

CORPORATES
AUSTRALIA AND NEW ZEALAND BANKING GROUP LIMITED – ASX ANZ

New information from Roy Morgan Small Business Research indicates that higher NPS is achieved for small business owners when their bank looks after their total business and consumer banking needs

Original article by Roy Morgan
Market Research Update – Page: Online : 7-Aug-24

New financial data from Roy Morgan’s Single Source focused on small business suggests that the Net Promoter Score (NPS) is higher among small business owners who have both a business banking and consumer banking relationship with their bank than those who only have a business banking relationship. This suggests that the deeper banking relationship created by caring for both the small business owners’ business and consumer banking needs contributes to better outcomes for the customer and enhances the prospect of a positive NPS. While banking industry NPS improved in 2020 as banks provided deferrals on loan payments to households and businesses affected by COVID, NPS has declined since early 2022 coinciding with the cost-of-living crisis, and for close to two years has been in ‘negative territory’. NPS across the banking industry overall declined from 0.9 in June 2022 to -3.8 in June 2024, a 4.7-points fall. These latest banking NPS ratings come from the Roy Morgan Single Source survey, derived from in-depth interviews with over 60,000 Australians each year, of whom over 16,000 are small business owners and decision-makers.

CORPORATES
ROY MORGAN LIMITED

Longo suspects ANZ broke law

Original article by Ronald Mizen, Jonathan Shapiro
The Australian Financial Review – Page: 1 & 6 : 24-Jul-24

Australian Securities & Investments Commission chairman Joe Longo has responded to claims by ANZ CEO Shayne Elliott regarding the bank’s government bond scandal. Elliott said ANZ does not believe that there was any wrongdoing on its part, and ASIC has simply asked it to "please explain" some "unusual activity" in the bond market in April 2023. However, Longo says it is on the public record that ASIC is investigating the bond trades, adding that this means by definition that the corporate regulator suspects a breach of the law. Longo has also advised that ASIC has established a dedicated insider trading team.

CORPORATES
AUSTRALIA AND NEW ZEALAND BANKING GROUP LIMITED – ASX ANZ, AUSTRALIAN SECURITIES AND INVESTMENTS COMMISSION

ASIC warned over ANZ-AOFM probe

Original article by David Ross
The Australian – Page: 15 & 19 : 23-Jul-24

The Australian Securities & Investments Commission is investigating allegations that ANZ traders manipulated a $14 billion placement of federal government securities in April 2023. ANZ only informed investors in May that it was facing an investigation by ASIC, but documents obtained under a Freedom of Information request show that the Australian Office of Financial Management shared over 20 documents concerning the ANZ with ASIC between Jaunary and May; one of the documents reveals that ASIC demanded information about past risk manager reports on 29 January.

CORPORATES
AUSTRALIAN SECURITIES AND INVESTMENTS COMMISSION, AUSTRALIA AND NEW ZEALAND BANKING GROUP LIMITED – ASX ANZ, AUSTRALIA. DEPT OF THE TREASURY. OFFICE OF FINANCIAL MANAGEMENT

Macquarie Bank has the wealthiest customers

Original article by Roy Morgan
Market Research Update – Page: Online : 10-Jul-24

New financial data from Roy Morgan’s Wealth Report shows that among the larger banks, Macquarie has the wealthiest customers. Macquarie customers’ net wealth per capita is a market leading $943,000. Macquarie customers have higher incomes than customers of other large banks, and they are also the most likely to own or to be paying off homes, the main source of Australians’ wealth. In second place is St George with net wealth per capita of $662,000. St George’s customers are centred in Sydney where housing prices are the highest in the country, contributing to that city having greater per capita wealth than elsewhere in Australia. In third please is Westpac, with net wealth per capita of $646,000, the highest of the top four banks. Westpac customers are more likely to own property than customers of the other top four banks. They are also older and more likely to be Baby Boomers, giving them more time to have accumulated wealth. Meanwhile, the Commonwealth Bank has the lowest net wealth per capita of the banks reported ($474,000). Its customers are more likely to be Gen Z than customers of the other large banks. The latest data covers the 12 months to March 2024. Over this period net wealth per capita among all Australians aged 14+ stood at $503,000. Net wealth per capita is often below average among customers of the smaller regional banks and credit unions.

CORPORATES
ROY MORGAN LIMITED, MACQUARIE BANK LIMITED – ASX MBL, ST GEORGE BANK LIMITED, WESTPAC BANKING CORPORATION – ASX WBC, COMMONWEALTH BANK OF AUSTRALIA – ASX CBA

Analysts warn on bank growth

Original article by Cliona O’Dowd
The Australian – Page: 19 : 9-Jul-24

The share prices of Australia’s big four banks have risen strongly over the past 12 months, but Macquarie analysts have warned that the earnings outlook for the Commonwealth Bank, the ANZ, Westpac and the National Australia is weak. They note that the likelihood of there being a softer landing for the broader economy has diminished, and that extremely low impairment charges will hinder their earnings recovery in the medium term; Macquarie is underweight the banking sector over that period.

CORPORATES
COMMONWEALTH BANK OF AUSTRALIA – ASX CBA, AUSTRALIA AND NEW ZEALAND BANKING GROUP LIMITED – ASX ANZ, WESTPAC BANKING CORPORATION – ASX WBC, NATIONAL AUSTRALIA BANK LIMITED – ASX NAB, MACQUARIE GROUP LIMITED – ASX MQG

Defying gravity: CBA prepares to take on Wall Street’s biggest banks

Original article by Eric Johnston
The Australian – Page: 13 & 21 : 2-Jul-24

The Commonwealth Bank of Australia is now the world’s 13th largest bank in terms of market capitalisation. CBA now boasts a market cap of $211bn ($US140.7bn), ranking it above global rivals such as Citi; it is also within reach of making the list of the world’s 10 biggest banks. The rise of CBA is particularly impressive given that it remains largely focused on the Australian market, with its international operations limited to a small subsidiary in New Zealand. It is also not regarded as a globally systemically important bank, which is generally a prerequisite for ranking amongst the 10 biggest banks.

CORPORATES
COMMONWEALTH BANK OF AUSTRALIA – ASX CBA

Bendigo Bank, Bankwest & ING home loan customers are the most satisfied with their bank after two years of interest rate rises

Original article by Roy Morgan
Market Research Update – Page: Online : 15-May-24

New financial data from Roy Morgan’s Single Source shows that Bendigo Bank has topped the banking customer satisfaction ratings among home loan customers in early 2024. Bendigo Bank’s home loan customer satisfaction is a market leading 87.7% in March. In second place was Bankwest with customer satisfaction among home loan customers at 86.6%. Filling out the top four banks are ING on 84.6% and Macquarie on 79.9%. The latest data covers the six months to March 2024, and overall home loan customer satisfaction amongst Australia’s top banks collectively was at 74.9% during this period. This represents a collective decrease of 1.1% points from a year ago. CBA had the highest home loan customer satisfaction among the big four banks, with a rating of 76.1% in March. Average home loan customer satisfaction with the big four banks as a group was 72.7%.

CORPORATES
ROY MORGAN LIMITED, BENDIGO BANK, BANKWEST, ING BANK (AUSTRALIA) LIMITED, MACQUARIE BANK LIMITED – ASX MBL, COMMONWEALTH BANK OF AUSTRALIA – ASX CBA

CBA skimps on interest, makes an extra $1.7b

Original article by James Eyers
The Australian Financial Review – Page: 12 : 10-Apr-24

The Commonwealth Bank of Australia disclosed in its half-year financial results that it held $825bn worth of deposits in December, including $284bn in savings accounts. Victor German from Macquarie believes that unlike rival banks, a higher proportion of CBA customers use higher-margin online saving accounts rather than bonus saver accounts. Online accounts initially pay a higher interest rate, but the ongoing base rate is typically much lower than the rates offered with bonus saver accounts. German contends that this allows CBA to pay out relatively less interest to customers, which boosts its net interest margin and adds about $1.7bn to its annual profit.

CORPORATES
COMMONWEALTH BANK OF AUSTRALIA – ASX CBA, MACQUARIE GROUP LIMITED – ASX MQG