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CSW: Unity Bank Bags CBN Award on Customer Complaints Resolutions, Restates Commitment to Excellent Service Delivery

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Retail lender, Unity Bank Plc has received an Award of Recognition for emerging as the “Best Bank in Customer Complaint Resolution 2021” recently at the Kano Central Bank of Nigeria/Banker’s Committee event held to uphold quality customer service culture in the banking industry.

A team of Unity Bank staff posed for a photo shot in front of the Bank’s Head Office in Lagos during the celebration of the Customer Service Week 2022.

The Award underscores the Bank’s commitment to customer service even as it joins other global brands to celebrate the 2022 Customer Service Week, themed “Celebrating Service”.

As part of activities to mark this year’s Customer Service Week across its over 200 branches nationwide, the Bank rolled out several initiatives aimed at engaging staff in the frontline of customer service touchpoints as well as rewarding loyal customers.

Mrs. Oluwatomi Somefun, Managing Director of Unity Bank Plc, stated that “the customer remains the most important part of our business and this year’s theme “Celebrating Service” affords us the great opportunity to appreciate our staff that has kept faith with our fundamental objectives of customer care and quality service delivery.

“As we celebrate, we will keep making improvements to enhance our customer care and engagement channels in order to produce the best possible customer experience”.

According to the Unity Bank boss, “the Bank has, as a matter of priority, been investing in initiatives to expand digital channels designed to enable us to become more responsive, increase interactivity and qualitative interface with our customers.

To drive convenient, secure banking, the lender has, over the past six years, maintained a strategic focus on technological deployment to boost access to financial services, leading to the launch of several digital products such as the USSD banking *7799# in local languages, anti-fraud USSD channel, *7799*9# and mobile banking solution, UniFi which have boosted customers’ access to the Bank’s services, while facilitating convenience and security.

Also speaking, Mrs. Titilayo Abraham, Chief Customer Service Officer of Unity Bank, said the Bank is constantly guided by its vision to become the retail bank of choice and that has so far informed its deliberate focus on prioritising superior customer engagement whilst nurturing our people consistently to live up to the demands of providing exceptional and professional customer service at all times.”


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E-Financial

Africa Processed 49Bn Transactions in 2023 – SIIPS Report

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The SIIPS Report which offers valuable insights into the opportunities and challenges facing Africa’s digital payment systems has said that 2023 was a landmark year, with 49 billion transactions processed across the continent—the highest volume recorded to date.

Africa Processed 49Bn Transactions in 2023 – SIIPS Report

This staggering number underscores a broader trend: the shift towards digital, fast, and efficient payments is becoming a cornerstone of Africa’s economic growth.

The SIIPS Report 2024, launched in Accra on Thursday, showcases the remarkable growth of Instant Payment Systems (IPS) across Africa, emphasizing their role in advancing financial inclusion.

With 31 operational IPS in 26 countries and another 27 on the way, the report reveals a 37% growth in transaction volume over five years.

While digital payment adoption surges, barriers remain for vulnerable groups, especially women, who face security and fraud concerns.

Despite progress, no system has fully achieved inclusive access, affordability, or transparency.

The report emphasizes the need for collective efforts to expand IPS, particularly in rural areas, to ensure universal financial inclusion by 2030.

Supported by partners like the World Bank and UNECA, the SIIPS Report offers valuable insights into the opportunities and challenges facing Africa’s digital payment systems, calling for innovation and regulatory support to achieve seamless, cross-border payments across the continent.

More importantly, the total value transacted surged at a remarkable average annual growth rate of 39% from 2019 to 2023, reaching over $1 trillion last year.

Such figures highlight Africa’s increasing reliance on digital financial systems and indicate a seismic shift in how money moves.

 

 

 

 


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CBN Issues Scam Alert, Warns of Fake SWIFT Messages Linked to Transfer Claim

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Central Bank of Nigeria (CBN) has advised bank customers to be cautious about the use of fake SWIFT messages during foreign exchange (FX) remittances.

CBN Issues Scam Alert, Warns of Fake SWIFT Messages Linked to Transfer Claim

 

SWIFT messages are sent through the Society for Worldwide Interbank Financial Telecommunication network to facilitate financial transactions between banks and financial institutions.

The CBN gave the warning in a statement signed by Hakama Sidi-Ali, acting director of corporate communications department, on Tuesday in Abuja.

The apex bank said it had been inundated with claims by some stakeholders about the conclusion of foreign currency transfer to their Nigeria bank accounts.

According to Sidi Ali, stakeholders like private entities, individuals, law firms, and government agencies complained that foreign currency funds allegedly transferred to them by foreign entities have yet to be credited to their accounts with Nigerian banks.

“In some instances, the claimants alleged that the funds were withheld by either the beneficiary bank in Nigeria or the CBN and requested assistance towards releasing the funds to them,” She said.

“The requests are usually supported with fake documents such as SWIFT MT103, SWIFT Ack copy, etc.

“It has become imperative to state that the SWIFT ack copy and SWIFT MT103 that these claimants usually attach as evidence of remittance to beneficiary banks in Nigeria are not reliable.”

Sidi Ali added that the SWIFT messages are always not traceable on the SWIFT platform and the funds are not received to enable their application to the beneficiary’s account.

“In a situation where a fund transfer beneficiary receiving bank claims non-receipt of funds remitted by the foreign entity, the standard practice is for the sending customer to contact the sending bank.

“The purpose for the sending bank to send a tracer to trace where the fund is hanging and recall it.

“For the avoidance of doubt, we wish to state emphatically that the CBN neither provides correspondent banking services for Nigerian banks in foreign payments nor maintains accounts for private business entities.

“Consequently, petitioners’ claim that the alleged expected inflows for onward credit into the accounts of private business entities are trapped in the CBN is not only spurious but deceitful.”

The CBN spokesperson urged the general public to be careful with such unauthentic SWIFT messages and documents containing spurious claims of non-application of substantial foreign currency funds allegedly transferred into the beneficiary’s account.

She also warned that the CBN would not hesitate to report any bank customer making unsubstantiated and illegitimate claims to law enforcement agencies for investigation and prosecution.

 

 

 

 


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FG to Establish National Youth Development Bank to Support Young Nigerians

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Federal Government is to establish a National Youth Development Bank and a Youth Data Bank, according to President Bola Tinubu.

FG to Establish National Youth Development Bank to Support Young Nigerians

President Bola Tinubu, represented by Kashim Shettima, his vice, , disclosed this at a Stakeholders Roundtable on Northern Youth Development organised by the Sir Ahmadu Bello Memorial Foundation, in Abuja.

The President described the banks as crucial tools for “providing financial and informational support to young Nigerians.”

He said since assumption of office, his administration unveiled a comprehensive youth development strategy spanning multiple key sectors to drive Nigeria’s economic transformation.

Tinubu extolled the legacy of the late Sardauna of Sokoto and former Premier of Northern Nigeria, Ahmadu Bello

” The late Sir Ahmadu Bello, the Sardauna of Sokoto, was one of the towering giants on whose shoulders we have ascended as a nation.

” His vision was clear: the North cannot progress in isolation, and Nigeria cannot prosper unless every part of this nation thrives,” he said.

Tinubu declared that the development of Northern Nigeria remains fundamental to the nation’s prosperity.

According to him, “whatever disrupts the growth of one region sets back the entire nation.

“For far too long, we have been taunted as a nation with the most children out of school—a reality that should not elicit pride but provoke urgent action.

“This alarming statistic has turned the promise of our population into a challenge rather than the dividend it ought to be,” he added.

 

 

 


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