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UBA Reinforces its Customer Focus, Honours Staff Integrity

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l-r: CEO, UBA Francophone Africa, Mr. Emeke Iweriebor; Executive Director, Lagos and West, Mr Ayo Liadi ; Award Winner and MD/CEO, UBA Cameroun, Mr. Isong Udom; and CEO, UBA Anglophone Africa, Mr. Oliver Alawuba; at the Annual  UBA CEO Awards which was held in Lagos at the weekend

United Bank for Africa Plc (UBA) once again demonstrated its commitment to excellence in customer service, by celebrating staff who have strived to implement the Bank’s core values of Enterprise, Excellence and Execution.

At the event held at the Eko Hotel Expo Centre, Lagos, Nigeria, UBA gathered customers, captains of industry, dignitaries from politics and diplomacy, staff and Board members from its 19 African country network, to witness the 2017 UBA CEO Awards.

The prestigious annual event was first established in 2008 to celebrate outstanding performance within the UBA Pan-African family, showcasing excellence, significant innovation and service in key areas of the Group’s business.

UBA’s industry-leading recent promotion of 3000 staff members illustrated the Bank’s appreciation of their contributions and their service delivery to customers.

Amongst a distinguished audience, the Bank and senior management on Saturday night again celebrated its staff at the CEO Awards Ceremony, in UBA’s inimitable style – bringing together Lions and Lionesses from across Nigeria and Africa.

Over 10 Awards were given. Of each award category, the GMD, Kennedy Uzoka said “We recognise and appreciate that there are so many staff members who have demonstrated aspects of each of our core values, but we have had to single out the very best. We celebrate our Lions and Lionesses who used their ingenuity and creativity, as well as their industry experience and passion, to work tirelessly to deliver excellent service to our customers and to continue to achieve exceptional results within the Group’.

There were winners who had excelled in innovation and execution across Africa. There were also those who were rewarded for their entrepreneurial abilities.

Mrs Abiola Bawuah, CEO of UBA Ghana, was chosen in the special award category of “Business Leader who defied all odds and opened up new opportunities for the Bank”. Mrs Bawuah was described by the GMD as ‘a relentless CEO who breaks barriers, extends the horizon and motivates, inspires and encourages others.’

The Award which stole the show went to Ibrahim Ogbanagbo, the UBA security staff at the UBA Oba Akran branch in Lagos, who found $10,000 cash belonging to a customer and returned it to the customer.

 Ogbanagbo talked about how the $10,000 could have changed his life and how he could have taken it, but how his upbringing, as well as UBA’s value and focus on Integrity would never have allowed him to do so.

He was given the Excellence Award for his display of honesty and integrity.

Tony Elumelu, group chairman, went on stage to congratulate Ogbonagbo personally.

Elumelu said that Ogbanagbo exemplified someone who is committed to the hallmarks of Excellence in the execution of his duties.

“This  is an example to us all. How anyone, no matter their position in our Group can distinguish themselves and set an example. Today, we stand here to celebrate a junior UBA staff member, who returned money that was misplaced and who through this action, gained much more than he could ever have imagined. As a leading pan-African bank, this is what we stand for and we commend Ibrahim Ogbonagbo for living the principle of integrity.”

Mr Ogbonagbo was not only recognized and awarded the 2017 CEO Excellence Award, but he warmed the hearts and minds of many.  He received a standing ovation, as well as rewards from dignitaries in the audience who came on stage to acknowledge him.

The Governor of Adamawa State in  Nigeria, Alhaji Bindo Jibralla pledged the sum of $5,000 and he also received a personal commitment of $10,000 from the Governor of Bauchi state, Alhaji Mohammed Abdullahi Abubakar. 

The Deputy Senate president, present at the event, Senator Ekweremadu said that Ogbanagbo’s name will be announced at the floor of the Senate (on Tuesday) during plenary and will be given the sum of N5,000,000 by the Senate.

The theme for the night was “the Journey of UBA”, brought to life by an African entertainment concept, crisscrossing the length and breadth of Africa and highlighting UBA’S Pan-African vision, starting with its oldest region, West Africa and showcasing East and Southern Africa, as well as the significant presence of an African Bank in New York, London and Paris.  There was dance and prose, rhythm and theatre .

There were also loved artistes including Dare Art-Alade who opened the show with a terrific rendition of the Nigerian National Anthem, Adekunle Gold, Dr. Sid, Flavor N’abania, P-Square, Awilo Longomba from the Congo and the undisputed King of Juju music, King Sunny Ade. Guests and dignitaries, management and staff of UBA found themselves letting their hair down and throwing protocol to the wind.

The Bank was honoured by the presence of their Excellencies, the Governors of Adamawa and Taraba States, Deputy Senate President, Senator Ekweremadu, Governor Donald Duke, Alhaji Abdul- Samad Rabiu and many others.  The ceremony also witnessed the presence of key industry players, diplomats, ministers and key influencers in Nigeria, as well as the CEOs and Board Chairmen of the 19 African countries in which UBA operates, democratising banking for over 14 million customers.

In all it was a night to remember, an evening of reward and celebration, and perhaps most poignantly, the story of how the integrity and honesty of a UBA security staff could become the role model of an African group of over 25,000 people and a symbol of the paramount commitment of UBA to its customers.

United Bank for Africa Plc is a leading pan-African financial services group, with presence in 19 African countries, as well as the United Kingdom, the United States of America and France.

UBA was incorporated in Nigeria as a limited liability company after taking over the assets of the British and French Bank Limited who had been operating in Nigeria since 1949. The United Bank for Africa merged with Standard Trust Bank in 2005 and from a single country operation founded in 1949 in Nigeria – Africa’s largest economy – UBA has become one of the leading providers of banking and other financial services on the African continent. The Bank provides services to over14 million customers globally, through one of the most diverse service channels in sub-Saharan Africa, with over 1,000 branches and customer touch points and robust online and mobile banking platforms.

UBA was the first Nigerian bank to make an Initial Public Offering, following its listing on the NSE in1970. It was also the first Nigerian bank to issue Global Depository Receipts. The shares of UBA are publicly traded on the Nigerian Stock Exchange and the Bank has a well-diversified shareholder base, which includes foreign and local institutional investors, as well as individual shareholders.

 

Nigeria CommunicationsWeek believes that technology makes life more exciting and helps improve the lives of people around Nigeria and indeed the world. So since 2007, we have devoted our energy to independent reportage of technology and how they affect lives.

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E-Financial

Court Asks FG to Take over Bank Accounts without BVN

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Bank account owners who are yet to have a Bank Verification Number (BVN) run the risk of forfeiting their money to the federal government within the next two weeks unless they can justify their ownership of such accounts.

A Federal High Court in Abuja has granted a temporary forfeiture order on such accounts.

It also restrained commercial banks from operating such accounts for the meantime and directed them to disclose the owners of the accounts and the status of the funds in them.

Justice Nnamdi Dimgba handed down the order on October 17 while ruling on an ex-parte motion filed by the Federal Government and the Attorney General of the Federation (AGF).

The ex-parte motion – FHC/ABJ/CS/911/2017- was filed on September 28 this year and argued by the plaintiffs’ lawyer, A. D. Tyoden.

It was brought pursuant to the Central Bank of Nigeria’s Know Your Customers Guidelines and Section 3 of the Money Laundering (Prohibition) Act of 2011 as amended.

The enrolled orders from the ruling reads: “That the 1st – 19th defendant banks shall disclose: (a) the names of the accounts as operated; (b) account number(s); (c) outstanding balances (d) domiciliary accounts and (e) the branch/location where the accounts are domiciled of all accounts without BVN.

“That the 1st – 19th defendant banks to disclose any investments made with funds from these accounts without BVN in any products including fixed/term deposits and their liquidation and interest incurred, bank acceptances, commercial Papers and any other relevant information related to the transaction made on the accounts.

“That an order is hereby made freezing the said accounts by stopping all outward payments, operations or transactions (including any bill of exchange) in respect of the accounts pending the hearing and determination of the substantive application.

“That an order is hereby made directing the 1st to 19th defendant banks to disclose any investments made with funds from these accounts without BVN in any products including fixed/term deposits and their liquidation and interest incurred, bank acceptances, commercial papers and any other relevant information related to the transaction made on the accounts.

“That an interim order is hereby made directing the Central Bank of Nigeria and the Nigeria Interbank Settlement Systems to validate the information contained in the affidavit of compliance/disclosure filed by the respective 19 banks within seven days from the date of service on the Central Bank and NIBSS.

“That an interim order is hereby made appointing a Bank Examiner from the Central Bank of Nigeria to examine the books of any bank that fails to comply with the order of the honourable court to file affidavit of disclosure.

“That an interim order is hereby made granting leave to the applicants or any officer authorised by them to advertise the accounts without BVN disclosed by the bank in a widely circulated national newspaper as notice to any person or body corporate or financial institution who may have any interest in any of the said accounts to claim ownership of same within 14 days of the publication of the order and show cause why the proceeds in the account should not be permanently forfeited to the Federal Government of Nigeria.”

Further hearing in the case was fixed for November 16.

At the last count, the Central Bank (CBN) had issued 30,511,506 BVNs.

The Nigeria Inter-Bank Settlement System (NIBSS) says a total of 45.85 million bank accounts remain unlinked although when compared with the active accounts the number stood at 15.72 million unlinked to BVN as at February 2017.

Even before the court order the CBN had issued a memo warning the banks and NIBSS, Deposit Money Banks (DMBs) and Other Financial Institutions (OFIs) to ensure proper capturing of the BVN data and validate same before linkage with customers’ accounts; ensure all operated accounts are linked with the signatories’ BVN; and ensure customer’s names on the BVN database are the same in all of his/her accounts, across the banking industry.

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UBA Introduces Video Live Chat with Co-Browsing Technology

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In recent times, customer behaviour and expectations are ever-evolving and with this challenge, comes the need to meet their needs as well as ensure, new offerings are at the forefront of technological evolution.

 

On the back of this development, UBA a leading innovative player in Financial Services is finding new ways to communicate and engage with their customers.

 

With the growing mobile consciousness, customer demand for online services is on the rise and it is imperative to meet this demand with digital self-service platforms.

 

However, to meet this demand, the role of human interaction in the process cannot be underestimated.

 

It fits into our creed to continue to foster our unlimited dedication and access to the customers.

 

In this regard, the United Bank of Africa, in its unrelenting effort to raise the bar, likewise the levels of ease and convenience in customer experience through innovation, has introduced Video live chat with Co-browsing technology.

 

Firstly it enables Customer Experience Experts to help customers in real-time, enabling a support experience centred on visual engagement.

 

Why is this important? 65% of the world are visual learners. Not only can enquiries and issues be resolved more efficiently and swiftly, but co-browsing can complement other channels, improving the overall customer experience

 

UBA is differentiating with Customer Experience and use of Video Live Chat and Co-browsing to improve customer acquisition, service and to improve x-sell & retention by enabling more meaningful contact with customers.

 

Video Co-browsing enables customers to virtually have a one-on-one interface with the bank through co-browsing application via video live chat, text chat, and through real time document exchange. This makes it easier for bank staff to assist customers through a number of difficulties; from filling intricate bank forms and even helping them resolve much more complex transactions. Sometimes, the platform simply facilitates directing the customers to the exact information they need.

 

It provides a secure file-sharing, compliant, real-time communication solutions that enables the bank hold co-browsing sessions to expedite troubleshooting as well as ordinary enquiries.

 

This without a doubt moves light years ahead of the old customer service where interaction is purely through phone calls; this method which has proven to be frustrating especially when it involves fixing a problem urgently.

 

It also comes resourcefully as a quick and easy fix for those who do not have enough time for a physical visit to the bank to take care of their transactions.

 

Other benefits include:

o       All session actions are accountable

o       Secure collaboration

o       Navigate the web together

o       Control access

o       Collaborate online, effectively

 

With this latest innovation, UBA can engage visually and digitally with customers while maintaining human interaction at any given time, in a bid to continue to virtualize customer experience.

 

It offers faster solutions in response to customer enquiries on a more personalised basis anywhere, anytime and from any device.

 

UBA as always, is committed to ensuring greater efficiency and better customer satisfaction. To experience the Video Love chat and Co-browsing technology, visit ubagroup.com .

 

 

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BVN: CBN Orders Banks to Keep Database of Fraudulent Customers

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Godwin Emefiele, Governor of the Central Bank of Nigeria

The Central Bank of Nigeria (CBN) yesterday directed banks to establish a database of their customers identified through their Bank Verification Numbers (BVNs) to be involved in a confirmed fraudulent activity in the banking industry.

The directive was contained in the Regulatory Framework for Bank Verification Number (BVN) Operation and Watch-list for Nigerian Financial System released by the CBN. The implementation of the framework is with immediate effect.

’Dipo Fatokun, CBN Director, Banking & Payments System, who signed the framework, said bank customers are to by this framework, abide by  the regulatory framework for BVN operations and the watch-list for the Nigerian Banking Industry and also report all suspicious or unauthorized activities on their accounts.

Data from the CBN showed that Nigeria experienced a total of 3,500 cyber-attacks with 70 percent success rate and loss of $450 million within the last one year mainly through cross-channel fraud, data theft, email spooling, phishing, shoulder surfing and underground websites.

Although e-fraud rate in terms of value dropped by 63 percent, after the BVN introduction and improved collaboration among banks via the fraud desks, the total fraud volume rose significantly by 683 percent.

The new regulation is expected to assist the CBN to a great deal, in curbing the menace of fraudsters

According to Fatokun, the new framework is in the exercise of the powers conferred on the CBN, by Sections 2 (d) and 47 (2), of the CBN Act, 2007, to promote the development of efficient and effective payments systems for the settlement of transactions.

He said the framework provides standards for the BVN operations and watch-list for the Nigerian Banking Industry. The watch-list comprises a database of bank customers’ identified by their BVNs, who have been involved in a confirmed fraudulent activity in the banking industry in Nigeria.

Fatokun said the regulatory framework shall guide activities of the participants in the provision of the BVN operations in Nigeria and that the CBN, Nigeria Inter-Bank Settlement System (NIBSS), Deposit Money Banks (DMBs), Other Financial Institutions (OFIs) and Bank Customers are participants in its implementation.

He said the CBN, in collaboration with the Bankers Committee, proactively embarked upon the deployment of a centralized BVN System and launched the BVN in February 2014. This, he said, was part of the overall strategy of ensuring the effectiveness of the Know Your Customer (KYC) principles, and the promotion of a safe, reliable and efficient payments system.

The BVN gives a unique identity across the banking industry to each customer of Nigerian banks.

“This framework also defines the establishment and operations of a Watch-list for the Nigerian Banking Industry, to address the increasing incidences, of frauds, with a view to engendering public confidence in the banking industry.

“This framework, without prejudice to existing laws, is a guide for the operations of the watch-List in the Financial System.”

The Watch-list is a database of bank customers identified by their BVNs, who have been involved in confirmed fraudulent activities.

The framework is expected to clearly define the roles and responsibilities of stakeholders; clearly, define the operations of the BVN in Nigeria; define access, usage and management of the BVN information, requirements and conditions and provide a database of watch-listed individuals.

It is also expected to outline the process and operations of the watch-List and deter fraud incidences in the Nigerian Banking Industry.

In implementing this framework, the CBN is expected to approve the Regulatory Framework and Standard Operating Guidelines as well as approve eligible users for access to the BVN information.

The Nigeria Interbank-Settlement System (NIBSS) is to collaborate with other stakeholders to develop and review the Standard Operating Guidelines of the BVN while the banks are to ensure proper capturing of the BVN data and validate same before the linkage with customers’ accounts.

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