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#CustomerServiceWeek: Unity Bank Boss Restates Commitment to Delight Customers, Rewards Frontline Staff

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In a bid to firmly entrench a customer-first attitude with enduring service culture, Unity Bank has launched a new service charter and Hall of Fame for staff. This is to create an exceptional customer experience as the Bank celebrates the 2021 Customer Service Week.

Unveiling the Service Charter, Mrs Tomi Somefun, managing director/ceo of Unity Bank Plc, applauded “customers and Frontline Staff who have promoted professional, courteous, positive and friendly environment; thus provided service that is personalised, empathic, competent, convenient and proactive”.

The Customer Service Week is a week-long celebration, which will hold across the Bank’s over 200 branches from Monday, October 4 to Friday, October 8, 2021.

This year’s Customer Service Week is themed “The Power of Service, which is to spotlight the imperatives of service as the world battles a global pandemic and the people on the frontlines who made a difference in the lives of their customers.

The Bank has lined up several activities. The Hall of Fame is the major highlight; to make the week exciting, memorable by rewarding staff who have created exceptional customer service experience in the Bank.

Restating the commitment of the Bank to providing excellent customer service, Mrs Somefun said the service charter will drive achieving the bank’s vision and guarantee customer satisfaction.

She said: “We celebrate all our customers for remaining loyal and devoted to us. You have choices of different institutions from which you can choose to do your transactions, but you chose us. Thank you for choosing Unity Bank’’.

“We appreciate you and remain committed to serving you better. We are not a perfect institution but take our word that we are committed to making sure that we delight you, by investing in continuous improvement and expanding our platforms to enhance service delivery efficiency’’, she reasserts.

“The last couple of months especially have been challenging, but we thank God that we are all alive, and we are still here to serve you and you are still available to be our customers.

“We believe that we will continue to ride the waves of the pandemic and come out even much better”, she reaffirms further.

The COVID-19 pandemic has led to evolving work culture, but the Bank has also evolved with the tide and deployed new customer service experience strategies to mitigate the impact that the new normal may bring to bear in access to its services.

The lender continues to maintain its focus on strategies for technological innovation through which it has evolved digital products such as the USSD banking *7799# in local languages, anti-fraud USSD channel, *7799*9# and mobile banking solution, UniFi which have boosted customers’ access to the Bank’s services, while facilitating convenience and security.

Also speaking, Mrs. Titilayo Abraham, Chief Customer Service Officer, Unity Bank Plc, said: “This year, as we inaugurate this Hall of Fame, we celebrate individuals and teams for their efforts in delivering excellent service to our customers.

“We will celebrate them particularly for their display of exceptional professionalism in providing great service without borders, going the extra mile to meet and surpass our customers’ needs.

“In doing this, they have enhanced customer satisfaction thereby carving a niche for our brand in the industry.”

She added: “Becoming the retail bank of choice in Nigeria is a journey. We shall relentlessly strive to improve service and ensure our customers come first at all times.”


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E-Financial

BVN Enrollment Up 6.87 Percent to 67.84m in 2025 – NIBSS

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Bank Verification Number (BVN) enrollments in the country rose by 6.87 per cent , or 4.36 million, to 67.84 million as at the end of December 2025 from 63.48 million in the corresponding period of the preceding year, according to latest data released by the Nigeria Interbank Settlement System (NIBSS).

BVN Enrollment Up 6.87 Percent to 67.84m in 2025 - NIBSS

This means that a total number of 4.36 million BVN enrolments were recorded between the end of December 2024 and the end of last year.

The BVN scheme was launched on February 14, 2014 by the Central Bank of Nigeria (CBN) in collaboration with the Bankers’ Committee, NIBSS and the German firm, Dermalog, with the aim of capturing biometrics of all bank customers and giving each bank customer a unique 11-digit identity number (BVN) that can be verified across the Nigerian banking industry.

Lamido Sanusi, governor of the CBN, at the time, said at the event that the BVN scheme would enable the apex bank to significantly reduce incidents of fraud and money laundering in the banking industry and also help accelerate financial inclusion by opening up opportunities for credit to millions of Nigerians who do not have a standard means of identification.

In October 2017, the CBN released a regulatory framework for BVN operations and Watchlist for the financial system. It stated that the Watchlist comprises a database of bank customers identified by their BVNs, who have been involved in confirmed fraudulent activities in the Nigerian banking industry.

An analysis of the latest NIBSS data shows that BVN enrollment maintained an upward trend in the last five years, rising from 51.90 million in 2021 to 56.90 million and 60.12 million in 2022 and 2023 respectively, before hitting 63.48 million in 2024 and 67.84 in 2025.

Analysts attribute the rise in BVN enrolments in recent years to policy measures introduced by the CBN as part of its efforts to tackle fraud.

For instance, on December 1, 2023, the apex bank issued a circular directing Deposit money banks (DMBs) Non-interest banks, Payment Service Banks, other financial institutions and mobile operators, to ensure that all funded bank accounts or wallets, without BVN or National Identification Number (NIN) are placed on “Post No Debit or Credit,” by April 1, 2024.


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Fidelity Bank Completes N500Bn Capital Raise ahead of Deadline

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Fidelity Bank Plc said it has raised the required minimum share capital for lenders with international authorisation, boosting its capital base as Nigerian lenders race to comply with tougher regulatory requirements scheduled to end by March 2026.

Fidelity Bank Completes N500Bn Capital Raise ahead of Deadline

Nneka Onyeali-Ikpe, GMD, Fidelity Bank

The push-up in its eligible capital, raised through a private placement, effectively placed Fidelity Bank among lenders that have successfully scaled through the regulatory mandate.

The Lagos-based bank, in a disclosure on the Nigerian Exchange on Tuesday, said the offer, which opened and closed on December 31, 2025, was approved by the Central Bank of Nigeria and the Securities and Exchange Commission. Proceeds from the transaction lift Fidelity’s eligible capital to about N564.5 billion from N305.5 billion, subject to final regulatory approvals.

The private placement was carried out under a mandate granted by shareholders at an extraordinary general meeting on February 6, 2025, authorising the bank to issue up to 20 billion ordinary shares.

Fidelity did not disclose the pricing or investor mix for the transaction.

The fundraising caps an aggressive capital-raising drive by Fidelity over the past two years. In 2024, the lender raised N175.85 billion through a public offer and rights issue, which brought its eligible capital to N305.5 billion. That left a shortfall of about N194.5 billion relative to the new minimum capital threshold.

Nigeria’s central bank in 2024 announced a sweeping recapitalisation programme aimed at strengthening the banking system, raising the minimum capital for commercial banks with international authorisation to N500 billion.

The apex bank mandated an increment in capital for national banks, pushing it to N200 billion and N50 billion for regional banks. The 24‑month compliance window ends on March 31, 2026, a regulation that’s triggering a wave of equity issuances, merger talks, and balance-sheet restructuring across the sector.

Fidelity’s latest capital raise places it above the regulatory floor, potentially easing pressure on the bank as peers continue to tap markets. The additional capital is also expected to support balance-sheet expansion, larger ticket lending, and resilience against macroeconomic shocks in Africa’s fourth-largest economy, which has been grappling with currency volatility, double-digit inflation, and elevated interest rates.

Analysts stated the scale and speed of this transaction validate Fidelity Bank’s standing among tier‑one lenders. Recently, Fitch Ratings affirmed the bank’s Long‑Term Issuer Default Rating at ‘B’ and upgraded its National Long‑Term Rating to ‘A+(nga)’, citing stronger capital buffers and improved profitability.

Fitch also recognised the bank’s expanding franchise, sound fundamentals, and healthy foreign‑currency liquidity, noting it was Nigeria’s sixth‑largest lender by assets at the end of 2024.


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Kuda Microfinance Bank Releases ‘My Year on Kuda’ 2025 Financial Recap

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Kuda Microfinance Bank has unveiled the 2025 edition of “My Year on Kuda,” its annual recap providing customers with personalised insights into their spending, saving, and money management habits from the previous year.

Kuda Microfinance Bank Releases 'My Year on Kuda' 2025 Financial Recap

Kuda Microfinance Bank

The tool analyses transaction data across categories like transfers, card payments, online purchases, and bills, revealing patterns such as highest-spending months, biggest payments, saving frequency, and savings from Kuda’s 25 free monthly transfers. Customers can compare 2025 activity against 2024, including income versus expenditure.

In an era of inflation and economic uncertainty, the recap promotes financial literacy by highlighting responsible borrowing via Kuda Overdraft usage, including access frequency, amounts borrowed, and repayment patterns.

Customer-shared screenshots on X reflect national trends: Nigeria recorded over 2.2 billion electronic transactions worth ₦285 trillion in Q1 2025, up 20 percent year-on-year, with POS terminals driving the shift to cashless commerce.

Kuda Group CEO Babs Ogundeyi, in the recap’s opening video, urged users: “Before you carry on with January, this is the perfect time to see everything you did with your money on Kuda last year and learn something.”

The feature underscores Kuda’s focus on actionable insights to help Nigerians navigate evolving personal finance amid shifting earning and spending behaviours.


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