Branch Enquiry Line jobs are included in the 55 jobs under review meaning Westpac employees may have to call Genpact, India to help customers.

The jobs under review at the Concord Operational Centre are from teams responsible for:

1. Branch Enquiry Line (BEL): A call centre for Westpac employees to call with questions/problems about customer accounts and transactions
2. EFT/Card Disputes: Investigates and resolves card disputes for consumer credit cards and EFTPOS transactions
3. Destinations, Electronic and Paper: Traces and locates missing transactions
4. Cash Balancing: Records and monitors balancing for branches across Australia

Should the decision be taken to send the jobs offshore, employees seeking responses for customers may be required to call India for answers.

Westpac members at Concord have expressed concern about the sensitivity of customer data that will need to be accessed by Genpact employees in India to perform the support roles.

This includes where Audit services have been backlogged with rework since they moved some of their functions to India.

Errors and communication problems are being reported in a range of other areas in other banks that have offshored work, creating service delivery problems for staff and customers.

Already the pressure placed on Westpac has resulted in them providing a commitment that no permanent employee will be made redundant - this time.

Westpac has stated that they have not made a final decision about offshoring the jobs. A decision will be made in October following the review.

A further update on Westpac's plans to offshore jobs will be issued later this week.