NBC takes customer service beyond traditional banking boundaries

DAR ES SALAAM: National Bank of Commerce (NBC) has launched its 2026 Customer Service Month, focusing on closer engagement with customers, stronger feedback mechanisms and financial solutions tailored to changing needs. Held under the theme “Extra Mile – Going the Extra Step,” the campaign seeks to strengthen everyday customer service by improving responsiveness, resolving issues efficiently and making banking simpler, faster and more accessible.

Speaking at the launch in Dar es Salaam, NBC Chief Operating Officer Alelio Lowassa, representing Managing Director and CEO Theobald Sabi, said the approach should extend beyond the campaign and become part of the bank’s daily service culture. She said this involves understanding customer needs, following up on unresolved issues, respecting customers’ time and using feedback to improve services.

Lowassa said the month-long initiative provides additional opportunities for NBC to engage customers directly, identify service gaps and translate their experiences into practical improvements. Customer expectations for fast, secure and convenient financial services have also increased, she said, prompting NBC to invest in technology while expanding its branch and agency networks.

Over the past five years, NBC has opened an average of five branches annually, while its NBC Wakala network has grown to more than 26,000 agents nationwide.

The bank has also expanded its digital banking services through NBC Kiganjani, NBC Connect, GePG and NBC Lipa Namba, giving individuals and businesses more options to conduct transactions remotely.

In lending, selected employee loans are being processed within shorter turnaround times, while short-term loans of up to 30 days are available digitally through NBC Kiganjani. Lowassa said the objective is to reduce the time and steps customers require to access financial services, in line with the bank’s “Daima Karibu Nawe”, or “Conveniently Everywhere”, proposition.

ALSO READ: Financial information gap limits women’s wealth building

The bank is also tailoring financial services to different sectors of the economy. Farmers and livestock keepers can access financing for agricultural inputs, warehouses, equipment and other productive assets, alongside agricultural and livestock insurance. For businesses, NBC provides financing, payment services and financial education through its NBC Business Club.

More than 200 business owners have also gained exposure to new opportunities and international markets through participation in the Canton Fair in China over the past three years. Individuals and families can access solutions including home and vehicle financing, as well as investment opportunities in capital markets.

“For us, good customer service is not simply about selling products. It is about helping customers achieve their goals,” Lowassa said. The launch included a panel discussion featuring NBC customers and experts from different sectors, focusing on financial services and their contribution to businesses and wider economic activity.

NBC Head of Bancassurance Benjamin Nkaka said insurance uptake was increasing across different groups, including farmers, as awareness of risk protection grows. He highlighted agricultural and health insurance as important tools for protecting livelihoods, assets and income.

As the country prepares for El Niño rains, Nkaka encouraged households and businesses to consider insurance as part of their risk-management measures, particularly for protecting crops, livestock, infrastructure and business assets. Long-standing NBC customer and businessman Asaa Simba welcomed the bank’s direct engagement with customers, saying businesses need not only financing but also continued guidance and follow-up from financial institutions.

NBC Head of Customer Service Salama Mussa urged employees to use the campaign to visit customers, identify challenges and develop practical solutions. She also encouraged customers to use NBC’s digital banking services for faster, secure and convenient access to financial services.