6 | The Lion King
a hybrid account that enables
Small and Medium Scale busi-
nesses transact business with
minimal banking transaction
costs. The Lion Prime Classic, Ba-
sic, Business and Organizations
are variants of the Lion Prime
Account that enable business
organizations and institutions to
conduct business and banking
transactions at reasonable cost
thereby boosting profits. Beyond
the conventional accounts prod-
ucts, we offer unique liability
products with increased specifi-
city like the soon to be launched
Advanced Account (for senior
citizens), Ruby Account (for
discerning women) and Expat
account (Expatriate foreigners
segments). These tailor-made
products will no doubt further
enhance our customers’ experi-
ence especially as our teams
aggressively move to capture
a large chunk of the bankable
opportunities in the individual
and small Business segments of
the vast economy in Nigeria and
Africa.
Today, the gulf between custom-
ers’ expectations and the serv-
ice they actually receive is huge.
Customers expect personal-
ized, competent and courteous
service. The need to bridge the
gulf is further heightened by the
rapidly changing demograph-
ics, psychographic and behav-
ioural patterns of customers in
Nigeria. We recognize the fact
that customers now like to be
able to connect with the bank
at any time, in person or virtu-
ally, over any communication
channel that suits them in order
to obtain information or get any
issues of concern resolved. In this
light, UBA has developed spe-
cific platforms and mechanisms
to attend to each area of cus-
tomers’ needs and delight them.
Apart from having one of the
largest spread (Business offices)
supported with various channels,
the bank recently committed
huge resources to the improve-
ment of our Customer Fulfilment
Centre (CFC). This centre is now
manned by skilled and effec-
tive agents 24hrs a day and 7
days a week to ensure effective
delivery of high quality service
to existing customers and pros-
pects alike. This way, enquiries,
complaints and requests regard-
ing our products and services
are promptly attended to and
expectations met.
We are also enriching the
“Meeter-Greeter” initiative such
that customers who enter any
of our banking halls are warmly
welcomed by a well groomed
and courteous staff of the bank
called a “Meeter-Greeter”.
Through a consistent display of
good listening and observa-
tion skills the “Meeter-Greeter”
amongst other things, refers the
customer to the appropriate
staff designated to provide the
requested service, manages
crowd control, approaches
idling customers for necessary
assistance and ensures the
customer leaves the bank with a
delightful experience. In addi-
tion to the usual Operations sec-
tion of a typical bank branch,
each of our Business Offices
also comprises of a Relation-
ship Department headed by the
Branch Manager and staffed by
passionate and customer-cen-
tric Account Officers. They are
a team dedicated to manage
customers’ experiences and
relationships on a more person-
alized manner. These innovative
platforms are aptly tailored to
enhance customers’ experi-
ence.
Although there is still a large
room for improvement in our
Consumer credit offering, the
bank still remains one of the
highest lenders to individuals
and small businesses in Nigeria.
The UBA ‘No Wahala’ Loan and
Executive Loan are Personal
(term) loan variants that allow
retail customers have access to
funds from as low as N20,000.00
to N10m for various purposes as
they may please. The Revolving
Overdraft also gives UBA salary
earners the opportunity to meet
urgent and impromptu needs by
giving customers an overdraft
limit of as high as 50% of their
monthly income. It is remarkable
that this limit is evergreen for up
to a period of 180 days, after
which the customer may renew
the limit.
UBA, being Africa’s global
bank also caters for the needs
of teeming customers in the
African continent. For instance,
apart from exceptional services
provided in all our offices in the
18 African countries where we
are present, individuals who are
involved in cross border business-
es and who occasionally send
money transfers to/from across
Africa or any part of the world
can utilize our range of remit-
tance product offerings. These
include AfriCash, Western Union
Money Transfer and Money-
Gram. AfriCash is UBA’s indige-
nous instant electronic payment
service for money transfer across
Africa. This remittance prod-
uct supports individuals in their
personal and business activities
because it is convenient, secure,
affordable and fast. Remittance
customers are constantly re-
minded of how much we value
their patronage at UBA through
regular mouth-watering promos
most recent of which are WUMT
Refer & Win Promo and Money-
gram Easter Gift Splash. The next
Africash promo titled Ambassa-
dor Reward Program is billed to
commence in June, 2013.
There is no denying that improv-
ing the service experience is
no easy task but the cost of not
focusing on CUSTOMERS is better
left imagined. Since Consumer
Banking is all about INDIVIDU-
ALS (and their banking needs),
we will do all within our powers
to remain steadfastly focused
on them. Even as our activities
are guided by our customers’
ever changing needs, we are
determined to continually seek
innovative ways to enhance the
end-to-end customer experi-
ence. This is the commitment of
the Consumer Banking Group.
Our unique bouquet of
retail products seeks to ex-
ceed the growing expecta-
tions of our esteemed cus-
tomers and to continually
reach out to the vast popu-
lation of the unbanked...”
