My name is Chris Ebodaghe, I’m an entrepreneur and Corp member serving in one of the South-Western states and an article I stumbled upon made me want to share my banking experience but with regards to customer service.
Now regardless what it is called in different organizations (client service, client support, customer interaction, relationship management office) customer service is a string of acts arranged to give the customer an impression of importance with regards to speed, service and commitment.
I operate accounts with four banks and my story is based on what they have all given to me. When I signed up for a fourth account I was as good as frustrated by our banks because they take so much from you and give absolutely nothing in return.
A colleague drew me to Zenith bank and that was it; the stereotype laziness towards students/ Corp members I (and other colleagues) was used to was typically absent, that was my first attraction. This has to be a bank that doesn’t regard status, I thought to myself. Interesting enough, it was the December festive period and I got some real good things as gifts.
This only made me recall my last fourteen years with other banks and the only thing I got was charges and more charges.
After that day, I checked around and I can boldly say that Zenith bank gives the most of everything…security, service and gifts.
Furthermore, in my (just about) three years with Zenith I have had the best and most frequent bank-customer relation, one that goes beyond the desks and chairs in the office; there can never be too much emphasis on effective communication skills/channels and Zenith has not just all links operational but at maximum possible speed, the best of its kind here!
I also understand that reduction in the amount required for signup was brought about by customers’ requests, going steadily from NGN250,000 to absolutely free, that is a bank that listens, and that is customer service!
Away from office issues I have attended a youth fest organized by Zenith bank for engagement and capacity development for youths and I met a number of individuals that have participated more than once.
I also know about six mobile cancer centers, a trust fund for States’ security and title sponsorship of women basketball in Nigeria…quite unique corporate responsibilities.
I actually can go on and on talking on Zenith and customer service but I have to stop here before somebody thinks I was paid. I can only hope we meet at Christmas period when ZENITH will have beautified Lagos AGAIN.
GTBank Dominates CBN E-Payments Efficiency Awards, Wins 8 Out Of 12Banking Honours
Guaranty Trust Bank plc continued its dominance of Nigeria’s most qualitative digital financial service awards for the fourth year in a row, winning eight of the twelve
The foremost African financial institution, renowned for its innovative products and services, won awards for efficiency and excellent service delivery in virtually every E-payment channel.
The CBN EPIS Efficiency Awards is organized to celebrate financial institutions, merchants and other stakeholders at the forefront of driving electronic payment in Nigeria. Now in its fourth year, the awards are based on objectiveanalysis of all E-payments data collated by the Nigeria Inter-Bank Settlement System (NIBSS) over a full calendar year. With eight awards, GTBank took home two more honours than the six awards the Bank won the previous year and the highest number of awards presented to financial institutions, Fin-techs, merchants and other stakeholders in the Electronic Payment Incentive Scheme.
The eight awards won by GTBank include:
- Best Customer Experience Award:for having the highest level ofoverall customer satisfaction rating in the delivery of electronic payment services to customers in2018.
- Real-Time PaymentsTransaction Efficiency: for achieving the lowest failure rate
intheprocessing of Instant Payments transactions in 2018.
- Cashless Driver, USSD Channel Champion: for achieving the highest number of Instant Payments transactions via the USSD channel in2018.
- Cashless Driver, Point of Sale (POS)Transactions: for achieving the highest transaction count on Point of Sale(POS) Terminals in 2018.
- Cashless Driver, Card Usageon Point of Sales (POS) Terminals: for authorising the highest card transaction count on the Point of Sale (POS) Central Terminal Management System in2018.
- Direct Debit Driver Award: for processing the highest volume of successful debit mandates across all Payment Service Provider platformsin 2018.
- E-Reference Operations Efficiency: for the Bank’s outstanding performance
in the processing of customers references received from other Banks for account opening purposes on the industry E-reference Platform in 2018.
- ID Services Driver: for achieving the highest volume in the use of the BVN, e-Passport and NIN customer verification platforms in 2018.
Commenting on the Bank’s EPIS awards, the Managing Director and Chief Executive Officer of Guaranty Trust Bank plc, Mr Segun Agbaje, said; “We areproud to be recognisedbythe CBN EPIS Efficiency Awards for our efforts in driving excellence in electronic payments and providing customers with a superior banking experience across all digital touch points. These awards serve as extra motivation for us and we continue to find new and exciting ways to reduce ourcustomers’ pain points and offerthem benefits beyond banking.
He further stated that; “At GTBank we are passionate about building the bank of the future that connects our customersdirectly to all the everyday things that matter to them. That is why we are constantly leveraging the best of technology to, not only make financial services cheaper, more personal and readily accessible, but also to create amazing digital experiences in a way that adds real value to our customers’ lives.”
Guaranty Trust Bank plc is a foremost African Financial Institution with Total Assets of ₦3.287trillion and Shareholders’ Funds of ₦575.6Billion.With banking operations across 10 African countries and the United Kingdom, GTBank is regarded by industry watchers as one of the best run financial institutions in the countries in which it operates and serves as a role model in Africa’s financial service industry due to its bias for world class corporate governance standards, excellent service delivery and innovation.
AGM 2019: Zenith Bank Declares N2.50 Dividends
Shareholders of Zenith Bank have approved the proposal of the board to pay a final dividend of N2.50k per share as dividends for the 2018 financial year.
The shareholders gave the approval at the 28th Annual General Meeting of the bank in Lagos.
The directors proposed a final dividend of N2.50 per share in addition to the N0.30 per share paid as interim dividend amounting to N2.80 per share, as against the N2.70 per share in 2017.
The bank earmarked N87.91 billion for total dividend payment to shareholders for 2018 financial year as against N84.77 billion paid in 2017.
The Chairman of the bank, Mr Jim Ovia, said that the bank remained committed to delivering superior returns to its much valued shareholders by ensuring that a good chunk of its profits was set aside for shareholders.
“In clear demonstration of this, we had declared and paid an interim dividend of 30 kobo per share in the course of the 2018 financial year.
“We hereby propose a final dividend of 250 kobo per share. If approved, this will bring the total dividend for the year ended Dec. 31, 2018 to 280 kobo per share as against 270 kobo per share that was paid in the previous year.”
Speaking further on the financial results, Ovia said that 2018 was challenging year for all operators in the Nigerian banking industry.
He said the bank was able to fully exploit the opportunities within the environment to record a performance that attested to its durability and resilience as a brand.
“Clearly, the results are once again, a reflection of the exceptional financial of the exceptional financial health of the bank and the group.
“For the bank, total deposit was N2.82 trillion for the year ended December 31, 2018, representing a 2.9 per cent increase over the previous year’s figure of N2.74 trillion.
“Profit Before Tax rose by 13.6 per cent from N169 billion in 2017 to N192 billion in 2018.
“Profit-After- Tax similarly rose by 7.8 per cent from N153 billion in 2017 to N165 billion in 2018.
“During the same period, total assets of the bank grew by 2.7 per cent from N4.83 trillion to N4.96 trillion, while shareholders’ fund declined by 3 3 per cent from N698 billion to N675 billion.
“Gross earnings similarly declined by 0.2 per cent from N674 billion in year 2017 to N538 billion in 2018.”
Also as a group, Ovia said that the performance indices were no less remarkable.
According to him, the Group’s profit before tax grew by 16.6 per cent from N199 billion in year 2017 to N232 billion in 2018.
“Profit-after-tax grew by 10.9 per cent during the period from N174 billion in 2017 to N193 billion in 2018 while customer customers’ deposit grew by 7.3 per cent during the same period from N3.44 trillion to an3.69 trillion.
“Group shareholders’ fund grew by 0.5 per cent from N812 billion in 2017 to N816 billion in 2018, gross earnings dropped by 15.4 per cent from N745 billion in 2017 to N630 billion in 2018,” he said.
The Zenith Bank Managing Director, Mr Peter Amangbo, said the bank’s drive toward entrenching sustainable principle in its business operations gained further momentum in the year under review.
Amangbo said the bank would continue to place a high premium on developing a robust risk management framework which had helped in promoting the soundness of the financial institution in protecting its assets and ensuring its growth.
“We are committed to entrenching a robust enterprise risk management, global best practices in corporate governance and sustainability in the coming year,” he said. (NAN)
Shareholders Laud Transcorp Hotels Plc For Impressive Performance, Approve 15k Per Share As Dividend
The Shareholders of Africa’s leading hospitality brand, Transcorp Hotels Plc, have extolled the Company for its impressive financial results for the year ended December 31, 2018. The congratulatory remarks were made at the Company’s 5th Annual General Meeting, which took place at the Congress Hall of the iconic Transcorp Hilton, Abuja.
Following the company’s 26% increase in turnover, the Shareholders have unanimously endorsed a final dividend of ₦1.14bn for the 2018 financial year. The final dividend translated to 15kobo per ordinary share, which is a 20% improvement over the 12kobo per ordinary share for 2017.
Speaking on the Company’s growth milestones, Chairman of the Board of Directors, Mr. Emmanuel N. Nnorom said “Transcorp Hotels Plc has exceeded the bar with an impressive turnover of ₦17.4billion from ₦13.8billion recorded in 2017, representing an improvement of 26%. This is an unprecedented achievement in the history of the Company. It is a further demonstration of our ability to adapt quickly to a changing business environment while keeping pace with global best standards in hospitality.” The Chairman also thanked the Shareholders for their continued support and faith in the Board and Management of the Company.
Commending the company for its overall performance, Patrick Ajudua, President, New Dimension Shareholders Association said that Transcorp Hotels Plc is an embodiment of what privatisation in Nigeria should be. He further stated that good Corporate Governance and the presence of a focused Management team who are concerned with giving returns to shareholders are some underlying factors behind the company’s continued success.
The Managing Director/CEO, Mrs. Owen Omogiafo reiterated the company’s commitment to quality and global standard customer experience, drawing on the varied international awards conferred on the Company. She said “We are redefining the hospitality landscape in Africa and positioning our continent as a preferred destination for local and international tourists. Our numerous awards and recognition are proof of this.”
On the prospects for 2019, Mrs. Omogiafo noted that “Transcorp Hotels will continue to leverage on its unique value proposition and proven strategies to exceed 2018 performance.” She further said that growth and efficiency underpinned by a strong culture of service excellence and cost optimization will drive the company.
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