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Nigeria Distrust Banks, Trust Mobile Phones

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The real economy relies on the financial system. And the financial system depends on trust. Indeed, trust is imbedded in the language of finance.

Lamido Sanusi, former governor Central Bank of Nigeria (CBN) stirred the great reforms in the financial industry after discovering that some of the banks were clinically at the verge of collapse as a result of a combination of opaque financial system, the burden of non-performing loans and gross abuse of position by some of the bank chiefs.

In one fell swoop, managing directors of some of the affected banks were removed and thousands of innocent workers were also asked to go.

But something else was also lost – trust in the banking system. This deepened the cost of the crisis and is restraining the pace of the recovery.

According to a recent survey by Nigeria CommunicationsWeek, the banks and indeed financial institutions are still the least trusted sectors in Nigeria, more than five years after the reforms.

The result of the research is troubling given the fact that trust is the very foundation of banking.

And when benchmarked with telecommunications, the study found that Nigerians trust mobile phones more than banking institutions.

In the latest study, Nigeria CommunicationsWeek interviewed a cross-section of Nigerians and administered online questionnaires in twelves states across the geopolitical zones of Nigeria.

The low level of trust in banks is strange because trust is the very basis of banking.

The survey suggested that consumers’ personal experience with financial services providers is the most significant factor in determining the level of trust.

Ken Nwogbo, lead researcher said “The lack of trust in the financial services sector is in part the problem of the banks because they have done little to convince Nigerians that their targets are not profits”

A respondent summed it up “if it is not for the fear of robbers, I will put my money under my pillow. I don’t trust the banks to take care of my money”

Bonds of trust between banks and customers and regulators have been shaken by the mismanagement of banks and, on occasion, the malfeasance of their employees.

According to the study, more than 60 percent of the semi urban and rural population that were interviewed completely choose to have mobile phones as the primary channel for financial services rather than visit a bank.

Another 95 per cent choose not to go back home to pick their cheque book/ savings books but will go back to pick their phones if left at home.

But GT Bank has taken customer engagement and connection to a new height with an initiative known as “Call the MD of GTBank”.

Under the initiative customers who are dissatisfied with any GTBank service can call Mr Segun Agbaje, MD, directly from a designated phone in selected branches.

The main purpose of the ‘Call the MD of GTBank’ initiative is to enable the highest leadership level of the bank to get direct feedback of customer experience and address their immediate concerns on the spot, and thereby further improve the overall service culture within the bank.

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Nigeria CommunicationsWeek believes that technology makes life more exciting and helps improve the lives of people around Nigeria and indeed the world. So since 2007, we have devoted our energy to independent reportage of technology and how they affect lives.

E-Financial

FBNQuest Merchant Bank Reports Strong Financial Performance and Strategic Growth Initiatives in 2023

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FBNQuest Merchant Bank, the investment banking and asset management subsidiary of FBN Holdings Plc, successfully held its 9th Annual General Meeting recently.

The gathering served as a platform to present the Bank’s Annual Report and Financial Statements for the financial year ended December 31, 2023.

Amid the prevailing economic challenges, the Bank reported a robust financial performance and outlined strategic growth initiatives aimed at delivering sustainable value to its shareholders.

Mallam Bello Maccido, Chairman of the Board of Directors, commended the Bank’s resilience in navigating through the complexities of the operating environment in 2023.

He stated, “2023 was a year filled with unprecedented challenges that tested our resilience. Given the evolving economic landscape which was characterized by shifting government policies and volatile market dynamics, FBNQuest Merchant Bank stood resilient. Our ability to navigate through these challenges underscores our adaptability and unwavering commitment to excellence.”

The Bank reported a strong financial performance for the year 2023, with gross earnings improving by 43.1% year-on-year to N35.5 billion. Profit Before Tax (PBT) of N4.09 billion was recorded, representing a 36% increase year-on-year while PBT for the FBNQuest Merchant Bank Group was N9.98 billion, reflecting an increase of 91.5% year-on-year.

Mallam Maccido added “The asset management business achieved remarkable milestones, hitting above N600 billion in Assets under Management at the end of December 2023.

“The equities business also posted growth in PBT by 182% year-on-year.” In line with its commitment to providing robust and sustainable returns to shareholders, the Bank declared an interim dividend of N1.01 billion.

The Bank’s Board continues to ensure that its governance structures conform with international best practices and regulatory guidelines. At the meeting, shareholders approved the appointment of Mr. Afolabi Olorode as Acting Managing Director, noting that the approval of the Central Bank of Nigeria had been obtained for his appointment.

The retirement of Mr. Kayode Akinkugbe as Managing Director and Mr. Taiwo Okeowo as Deputy Managing Director was also acknowledged, both individuals having served the Bank meritoriously for eight years each.

Looking ahead to 2024, Mallam Bello Maccido expressed optimism about the improved outlook and opportunities for the Bank’s various lines of business.

He stated, “We are dedicated to accelerating revenue growth purposefully and responsibly. The Bank remains committed to delivering value to its stakeholders and driving growth in the years ahead. Its solid financial performance and strategic growth initiatives position it for continued success in the dynamic economic landscape.”

 


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E-Financial

OPay clarifies New CBN directive, Reassures Customers

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OPay remains committed to working closely with the Central Bank of Nigeria (CBN) and other regulatory bodies to fight money laundering, fraud, terrorism financing, and other illegal financial activities.

OPay

As a regulatory-compliant institution, OPay follows the rules set by the CBN and other regulators to ensure the financial system’s integrity. To achieve this, we have closed non-compliant accounts, implemented strict security measures, and educated customers to help combat fraud.

To support government efforts to clean up the financial industry, Opay and other Fintechs companies have temporarily paused onboarding new customers and creating new wallets. This action reflects our commitment to a secure financial environment and fighting against illicit activities.

Please note that existing accounts and wallets remain unaffected by the CBN’s directive. We want to assure our customers that their funds are secure, their data is protected and this is a temporary measure.

Customer satisfaction is our top priority, and we are committed to promoting financial inclusion and economic growth as key players in Nigeria’s financial ecosystem


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E-Financial

CAC Says Operating PoS without Registration is Criminal Offence

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Corporate Affairs Commission (CAC) has said that all financial technology operators (Fintechs) must register with the commission before July 7, 2024, noting that operating without registration is a crime according to the provisions of the law.

CAC Says Operating PoS without Registration is Criminal Offence

Hussaini Magaji (SAN), registrar general of the Commissio, stated this at the inauguration for the centre for bulk registration of Point of Sale (PoS) operators on Wednesday.

Magaji said, “It is the requirement of the law and the guidelines which Fintechs mandate PoS operators while obtaining their machines as outlined by the CBN to register with the CAC. Therefore, operating a PoS without registering with the CAC is a crime in Nigeria and the operator ought to be jailed.

“CAC on our part are enforcing the provisions of the law which mandates every legitimate business to register with the commission either as individual, business or merchant, and the PoS operators must register, and what we are doing now is to enforce parts of the provisions of the Companies and Alllied Matters Act (CAMA).”

Speaking further, he said, “CAC was asked to penalise PoS operators who are operating without registration with a N200 form. But because of the president’s position on encouraging small businesses, we agreed that no one should be penalized, which is why we have put a time limit on a date because we have had this sensitisation since December, and by July 7, 2024, we hope to close.”

Magaji added that the registration of all POS merchants and agents across the country would go a long way in reducing crime in the country.

He said, “We have a situation where ransom is paid with POS terminals, so with the registration, we will bring out the people whose machines were used to perpetrate the crime, because the CAC will capture all your information.”

He further noted that the registration centre would be open for 24 hours for Fintechs that might want to register manually, adding that the CAC had already created a structure for the Fintechs on the commission’s portal for ease of registration, where the certificate would be automatically generated and sent to their platform. CAC Opens Centre for Registration of PoS Operators

 

 

 

 

 

 


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