NMB Bank has rolled out three new customer service initiatives aimed at enhancing banking experiences for its customers. The initiatives, announced during the launch of Customer Service Week at Johari Rotana Hotel in Dar es Salaam, focus on making banking more inclusive, affordable, and convenient. These measures are part of the bank’s “Extra Mile” campaign, launched in 2024, to improve customer experience.
One of the initiatives is a dedicated service desk for customers with disabilities, established within NMB’s Contact Centre. This desk will provide specialised assistance to customers who are deaf, blind, or have physical disabilities. For customers with hearing disabilities, the service will include video assistance using sign language. The goal is to reduce communication barriers and enable customers to access support more independently.
NMB will also waive transaction fees for services conducted through its NMB Direct internet banking platform for 90 days, from October 5 to December 31, 2026. The waiver covers services including bulk payments, domestic and international fund transfers, and bill payments. This move aims to encourage customers to use digital banking services, making banking more affordable and convenient.
The third initiative is the introduction of a Self-Reversal service through the NMB Mkononi App and USSD. This service allows customers to submit requests for eligible transaction reversals without having to call the bank or visit a branch. The Self-Reversal service is designed to empower customers to access support conveniently through technology.
NMB Chief Retail Banking Officer Filbert Mponzi announced the measures, emphasising that every customer matters to the bank and deserves quality service that takes their individual needs into consideration. He highlighted that as the market leader in innovation, NMB is committed to providing exceptional customer service.
The Customer Service Week activities are being held across NMB branches nationwide. These events provide an opportunity for the bank to engage with customers, receive feedback, and recognise frontline employees who contribute to the bank’s customer service efforts. This engagement is crucial for understanding customer needs and improving service delivery.
The initiatives reflect NMB’s commitment to enhancing customer experience and inclusivity. By leveraging technology and specialised services, the bank aims to set a new standard in customer service within the banking sector. The bank’s efforts are geared towards ensuring that all customers, including those with disabilities, have a seamless and satisfying banking experience.
Key points
- NMB Bank introduces a dedicated service desk for customers with disabilities.
- The bank waives transaction fees on its NMB Direct internet banking platform for 90 days.
- NMB launches a Self-Reversal service through the NMB Mkononi App and USSD.
