Nigeria Banks Are Leveraging Digital Technology To Drive Customer Satisfaction

By: HighCelebritySquard

Chairman of the Chartered Institute of Bankers (CIBN) Consultative Committee organizing the13^th Annual Bankers Conference and Managing Director Ecobank Nigeria, Mr. Patrick Akinwuntan has said banks in Nigeria are leveraging Digital technology to drive customer satisfaction, especially in response to the demands of COVID-19. According to Mr. Akinwuntan, the evolution of digital banking is visible in the use of Automated Teller Machines (ATM), Point of Sales Services (PoS), Mobile banking services, Unstructured Supplementary Service Data (USSD) amongst several others.

He said bank customers in Nigeria now have the ability to open bank accounts remotely and this was made possible by the forward thinking of the Central Bank of Nigeria (CBN), that established the tier 1, 2 and 3 accounts, to enable first level account opening by customers via their phones or through the internet. The “tier 1 account, he noted is a basic account that operates like a wallet and can be opened straight from the mobile phone. With Ecobank for instance, you can just dial *326# to open an account. He stated that as you climb up the value chain, the account can then be upgraded to either tier 2 or 3, which would require a Bank Verification Number (BVN).

The BVN is a biometric registration of customers in the financial system which allows a customer to have a single identity within the financial system. Its introduction is intended to tackle cybercrime and ATM fraud. This according to the bank Managing Director is a revolutionary step credited to the banking industry.

Mr Akinwuntan was speaking during an interview session on Arise TV to sensitize the public on the annual Banking and Finance Conference slated for the 15^th and 16^th of September, 2020. The conference themed; “Facilitating a Sustainable Future: The Role of Banking and Finance” will bring together prominent bankers; major economic players; captains of industry; regulators; policy makers; members of the academic community and other stakeholders in the banking and finance industry.