THE current global challenges for financial services notwithstanding, First Bank Plc, during the week, pledged a more rewarding and sustainable service delivery across its over 600 branches nationwide.The renewed 'vigour' is coming on the heels of the 2011 Customer Week observed by the bank for its customers, as those who had transactions with any of its branches in Lagos were treated to light refreshment and exchange of pleasantries. Employees of the bank were also handy in providing ready-made banking advice as well as information on available services.The bank says the 'Customer Week' offers it an opportunity to celebrate its own customers for their loyalty.Service excellence, the bank says, has, for over 117 years, remained the integral part of its strategic drive to remain the 'clear leader and Nigeria's bank of first choice.''We always aim to provide unparalleled service levels to our diverse mix of customers by developing world-class institutional processes, systems and capabilities, the bank's Head, Marketing and Corporate Communications, Mrs. Folake Ani-Mumuney, said in an email exchange.According to Ani-Mumuney, the bank would continue to focus on 'refreshing and innovative changes, right from the profile of our people to the efficiency of our processes,' part of the reason of which First Bank was recently declared the 'Most Innovative Bank in Africa,' in Washington DC.'This is an endorsement of the success of our ongoing transformation project that is geared towards redefining service excellence in the sector. Our desire is to always seek how we can combine our people, processes and technology to provide the ultimate customer experience across all service points,' Ani-Mumuney, said.The communication expert, who harped on the bank's service delivery milestones, also listed the achievement of the bank in recent times to include introduction of the FirstContact centre and cutting edge technology, as well as branch transformation, product development and channel migration and optimisation.The FirstContact, which provides a dedicated 24-hour contact centre, was set up two years ago with a view to bridging the gap between customer issues and resolution via telephone and e-mail interactions.Ani-Mumuney says the FirstContact currently serves as the first point of contact between the bank and its customers.On branch transformation, Ani-Mumuney explained that First Bank is creating a new experience within its banking halls by improving their ambience and creating a friendlier environment for customers to enjoy hitch-free transactions.THE bank appeared to have benchmarked its branch transformation project on the successful facelift of the Sanusi Fafunwa branch of in July 2010, after which it moved to upgrade the entirety of its branch network, especially in the urban centres.'By February 2011, 22 more branches were successfully transformed, eliciting great delight and pleasure from the Bank's teeming customers. The great news is that the process is ongoing as the transformation continues across the nation's six geo-political zones, said the bank's mage maker.On product development, the bank says its offerings transcends the regular lending, deposits, trade and treasury products, to the development of customised financial solutions that provide customers with 'robust financial platforms for serving their clients efficiently, and making informed financial decisions for sustained business success.'Besides the generic high-yield deposit accounts (current, savings, domiciliary and fixed deposit), premium variants of these are available to suit varying consumer and business preferences.'She said the bank was committed to using the platform of robust technology to drive service excellence and product innovation. Making reference to the fact that the bank blazed the trail by installing the first biometric ATM, as well as strategic deployment of cash-and-cheque-accepting ATMs in some parts of the country, Ani-Mumuney said Information Technology deployment has provided convenience and security for the bank's diverse customer segments, even as its efforts aligns with the financial inclusion strategy of the Central Bank of Nigeria (CBN) to address the unbanked population.'Cash accepting ATMs for customers make it easier for depositing cash conveniently without having to visit our branches. This is a secure, reliable and convenient service. Other transactions that can be concluded via our ATMs include payment of bills, Airtime top-ups, and transfers.''The bank has significantly improved the reliability of its delivery systems and deployed new products to simplify the process of banking with First Bank. We have a variety of e-payment platforms such as EPS, ePay, Paydirect, Remita, Autopay, and FirstCollect, among others, which serve as secure, efficient and reliable collections platforms for corporate and institutional banking customers.'We also have workflow automation to support new process initiatives, such as Centralised Processing, Contact Centre and Salary processing.FirstBank provides robust online banking through the introduction of token-based two-factor authentication, cheque confirmation and email statements.'Another key area of our IT dominance is in the empowerment of our employees with new tools to facilitate work in and out of office. This ensures speedy response to customer requests, while giving all tiers of management hitch-free access to qualitative and timely information for decision-making and strong risk management.
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