By a Special Correspondent
In a bold show of its commitment to give customers top priority in its operations, NMB Bank launched its Customer Service Week (CSW) celebrations yesterday pledging to introduce smarter and customer-focused financial solutions.
Speaking at the main launch event in Arusha, the Chief of Shared Services, Ms Nenyuata Mejooli, who represented the Bank’s Managing Director and Chief Executive Officer, Ruth Zaipuna, described this year’s global theme, “Mission: Possible,” as both inspiring and a powerful reflection of the bank’s commitment to raising service standards through continuous innovation, enhanced convenience, and personalized customer experiences.
“The theme for Customer Service Week 2025 is “Mission:Possible”, and it is you who have made it possible for NMB Bank to reach where it is today,” Ms Ms Mejooli addressed the clients at the vibrant networking event that was spiced by a special song to honor loyal customers.
The commemoration, she explained, reinforces NMB’s promise to go beyond traditional banking by delivering smart, tech-powered services that meet real customer needs.
“Through Customer Service Week, NMB Bank acknowledges and appreciates the great trust you have placed in us. This pushes us to constantly improve, invest, and innovate in order to serve you better,” she told the customers.
During CSW 2024 celebrations the lender launched a major service campaign under the theme “Sisi ni Huduma – Tumekupata!”, which signified enhancement of banking services to match the real needs of its customers.
Ms Mejooli said among the breakthroughs under this theme has been the enhanced functionality of JIRANI, NMB’s AI-powered virtual assistant. The chatbot now goes beyond basic customer inquiries to allow customers to purchase insurance policies directly from their mobile phones.
NMB has also rolled out major upgrades to its flagship mobile app, NMB Mkononi, which now supports among others, real-time buying and selling of shares on the Dar es Salaam Stock Exchange, and daily transfers of up to TZS 30 million.
The popular app also offers instant loans (Mshiko Fasta) with up to three months repayment period as well as seamless bill payments, virtual card creation for online purchases, and account services.
These latest service enhancements underscore the bank’s mission to build a robust self-service ecosystem that empowers customers with autonomy, speed, and security in managing their finances – core service values that, according to Ms Mejooli, NMB prioritizes with utmost commitment.
As part of its strategic mission to better customer service, the bank has also introduced queue management systems at select branches and expanded the deployment of Cash Deposit Machines (CDMs) across the country.
“While we continue to invest in technology, our people remain central to service improvement,” she noted when outlining areas in which NMB has been strengthening service quality to meet its objectives for excellence.
Thanks to its strategic service investments and the continued trust of customers, NMB Bank has remained the largest and best-performing bank in the country in terms of market capitalization, contribution to national coffers, and financial innovation.
Ms Mejooli concluded her remarks by inviting customers to engage with NMB officers during the CSW’s activities, offering feedback and learning more about the evolving service landscape.
On their part, the customers – through their representative, Ms Juliana Olutu -commended the bank for prioritizing customer interests in its operations. They also urged it to continue investing in initiatives that enhance customer service and experience.
NMB’s Retail Banking Chief Filbert Mponzi, reaffirmed the bank’s commitment to delivering topnotch and inclusive services.
“NMB will remain steadfast in its efforts to improve service delivery by aligning with customer needs to ensure fast, efficient, and high-quality banking experiences,” he emphasized.
