NBC Bank has officially launched this year’s Customer Service Week celebrations, highlighting various achievements, including significant enhancements to its services designed to better meet customer needs.

Held in Dar es Salaam yesterday the launching event was themed “Above and Beyond,” and this year’s week, running from October 7 to 11, highlights bank’s dedication to keeping customers at the core of its operations.

Theobald Sabi, bank’s managing director emphasized that the bank will continue to uphold the slogan: “Tunakuthamini” (We Value You) reflecting the improvements made in service delivery. “This tradition allows the bank to collect customer feedback throughout the month, enabling them to better tailor services to align with customer needs and expectations.”

“To fulfill our core mission of meeting our customers' needs, NBC has consistently invested in expanding our branch and agent network, enhancing digital systems, and refining various service delivery processes, including loan disbursement for greater efficiency,” Sabi explained.

He highlighted improvements in the bank's pensioner loan service, noting that the age limit for borrowers has been increased from 70 to 80 years, with the loan duration extended from six to nine years.

According to Sabi, this year alone, the bank has introduced numerous service improvements, including the opening of nine new branches, which raises the national total to 57. The agent network (NBC Wakala) has also expanded to over 16,950 nationwide, alongside enhancements to mobile services through NBC Kiganjani and NBC Connect.

“Additionally, we have made significant advancements in our government payment system via the GEPG platform, enabling our customers to make government payments and settle their bills with greater ease,” he added. 

Sabi also introduced a new service called “Self Service Account Opening,” which allows NBC customers using NBC Kiganjani and the bank's website to open their accounts independently from anywhere.

He also pointed out notable advancements in the eligibility criteria for various loan products, including pensioner loans, bond-backed loans, mortgage loans, and financing for agricultural and livestock activities. These changes aim to provide broader access for stakeholders in these sectors.

“For example, in addition to pensioner loans, which now offer a maximum amount increasing from 50m/- to 300m/-, we have also made enhancements to the criteria for obtaining mortgage loans, allowing customers to borrow up to 1bn/- over a 25-year term. Furthermore, we have made significant strides in the agricultural sector, which employs over 75% of all Tanzanians, by offering loans for tractors, insurance for farmers, and establishing special accounts for livestock keepers,” he noted.

Several long-time customers expressed their satisfaction with the bank's ongoing service improvements. They were particularly moved by the bank's efforts to remove barriers that had previously made lending difficult for certain segments of the population, including retirees and those not formally employed.

“For those of us who have been served by this bank for over 30 years, we have witnessed tremendous changes and positive improvements in NBC's services. While many financial institutions have had unfriendly lending criteria for retirees, it is reassuring to see that NBC has raised the age limit for borrowers from 70 to 80 years,” stated Francis Mfundo, a sentiment shared by fellow customers Asaa Simba and Zuhura Maganga.