The Managing Director and Chief Executive Officer of Unity Bank Plc, Mr. Ebenezer Kolawole, has reaffirmed the Bank’s unwavering commitment to delivering exceptional customer service, describing innovation and responsiveness as key pillars of its service culture.
Speaking at the flag-off of the 2025 Customer Service Week celebration, Mr. Kolawole said that an enduring service culture built on innovation, responsiveness, and technology continues to differentiate Unity Bank in Nigeria’s competitive financial sector.
He noted that as customer needs evolve, the Bank has intensified efforts to enhance its customer experience through technology-driven solutions, streamlined systems, and skilled personnel dedicated to redefining customer engagement.
According to him, “Apart from constantly improving the way in which better customer support can be achieved, the increasing sophistication of our customers has made us focus more on customer experience innovation with investments in technology, systems, and people to redefine the customer journey.”
Mr. Kolawole commended the Bank’s frontline staff for their dedication and resilience, describing them as the backbone of Unity Bank’s continued success in customer relations and service delivery.
He said the 2025 Customer Service Week theme, “Mission: Possible,” reflects the institution’s firm belief that every customer’s need can be met through teamwork, innovation, and a strong service culture.
The Managing Director added that Unity Bank’s customer service teams remain distinguished for their professionalism and passion in providing outstanding service to its expanding customer base across the country.
“At Unity Bank, our mission is clear — to make banking simple, accessible, and rewarding for every customer. ‘Mission Possible’ captures the spirit with which we approach every challenge and opportunity to serve; whether through our digital platforms, branch interactions, or customer support channels,” he said.
In her remarks, the Bank’s Chief Customer Service Officer, Mrs. Elfrida Igebu, highlighted the importance of celebrating staff who go the extra mile to ensure customer satisfaction.
She explained that the theme of this year’s celebration reinforces the fact that challenges can be overcome with the right attitude, teamwork, and a customer-first mindset.
“Our frontline teams demonstrate every day that at Unity Bank, service excellence is not just a goal — it is our mission,” Mrs. Igebu added.
As part of the weeklong celebration, Unity Bank organised several activities across its branches and offices nationwide, including customer appreciation events, staff recognition awards, and cultural dress days.
Branches were also decorated in festive ambience to reflect the spirit of the celebration, with digital and social media activations amplifying the customer service message.
Unity Bank has maintained a strong track record in customer experience innovation, being one of the first Nigerian banks to introduce a multilingual USSD banking platform, 7799#, designed to enhance accessibility for customers across the country.
The Bank continues to upgrade its mobile banking application, Unifi App, with new features that improve convenience and reinforce its commitment to customer-centric innovation and service excellence.
