Banking public in focus as FCMB Celebrates Putting Customers First

First City Monument Bank (FCMB) has marked the 2024 Customer Service Week by reaffirming its commitment to customer satisfaction through technology-driven solutions. The global celebration, which ran from October 7 to 11 under the theme “Above & Beyond,” highlights FCMB’s efforts to exceed expectations with innovative banking tools that simplify financial services for personal and business clients.

The bank’s recent innovations include biometric onboarding and instant BVN verification for SME accounts, allowing customers to open and fund accounts without visiting a branch. These solutions demonstrate FCMB’s drive to make banking more convenient, secure, and accessible, positioning the bank as a leader in the competitive sector.

“Our approach to customer service is simple – to go above and beyond,” said FCMB Managing Director, Yemisi Edun.

“By continuously improving our service delivery and investing in digital solutions, we aim to meet the evolving needs of our customers. This year’s Customer Service Week is an opportunity to celebrate our progress and express our gratitude to those we serve.”

FCMB’s customer-first strategy has contributed to an impressive 65 percent Net Promoter Score (NPS), surpassing the industry benchmark of 47 percent. The bank’s digital banking NPS also rose from 44 percent in January 2024 to 58 percent by August, reflecting positive customer feedback on its digital transformation efforts.

This achievement stems from FCMB’s enhanced service delivery through technology, including biometric onboarding for secure account management without branch visits, instant BVN verification for SME customers, and remote activation of Tier 2 accounts.

These solutions simplify banking, improve accessibility, and reinforce FCMB’s mission to promote financial inclusion and enhance the customer experience.

“We are delighted to celebrate Customer Service Week with our customers and employees,” said Felicia Obozuwa, Senior Vice President and Divisional Head of Corporate Services & Service Management at FCMB. “Our commitment to service is at the heart of everything we do, and this week allows us to appreciate the loyalty of our customers and the dedication of our staff.”

As part of this year’s celebration, FCMB has planned several events for customers and employees. Executive management, including Edun, will take on customer-facing roles across various branches to interact with clients and offer gifts. Special outreach will be extended to long-term customers, children with kiddies accounts, and all customers making airtime purchases through FCMB’s USSD and mobile platforms, who will enjoy a 10% bonus.

For employees, highlights include the Bankers Game Show, an interdepartmental quiz, and a talent show — “FCMB’s Got Talent” — where staff can showcase their creativity. Prizes will be awarded to those who have demonstrated exceptional customer service.

Customer Service Week, first established 40 years ago, emphasizes the critical role of customer service in business success. FCMB’s participation underscores the bank’s broader commitment to sustainable growth and excellence in customer relations.

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