Message from the CEO

October 3, 2018

Dear Business Partner,

Another month is here again and we are excited about what the future holds for our Bank. The first week in this month (October 1 – 5, 2018) is Global Customer Service Week under the theme “Excellence Happens Here”. Indeed, excellence happens at UMB every other day that we open for business.

The theme for this year’s Global Customer Service Week perfectly dovetails into our core corporate values – Speed, Passion, Excellence, Ethics and Diligence (S.P.E.E.D.). Just last month, we completed a bank-wide Customer Experience Training for all members of our staff in order to be abreast with best practices in customer service. We are in the business of service delivery and it is very critical that we are able to identify pain points in the customer journey mapping and do our utmost best to decrease or eliminate them entirely.

As a customer-centric Bank, we will continue to exceed your expectations by providing excellent service at every customer touchpoint. I invite you to engage with the UMB brand, whether in our branches or digital platform, and let us hear from you. Our feedback channels are always open and as a Bank, we are ever ready to heed to constructive feedback and adapt to emerging issues when necessary.

While we have made remarkable progress in our recapitalization process, there remains a small but critical detail that needs to be ironed out. And for the avoidance of doubt, I have said in other publications that aside private placement, mergers and acquisitions are a major part of ongoing discussions. Once we dot the i’s and cross the t’s, the Bank will make an official statement with respect to our recapitalization position before the December 31, 2018 deadline announced by the Bank of Ghana.

Like I keep saying, we appreciate your feedback and so do not hesitate to connect with our 24hour Customer Contact Centre team on any of our toll-free lines MTN 0800-100880, Vodafone and Airtel 0800-10088 and all other lines 0302 633 988. Also, Facebook and Twitter are other online channels were we are very responsive – engage with us!

We thank you for your continuous loyalty to the UMB brand and I encourage you to recommend us to your business associates as well as family and friends. We stand by our service promise to exceed your expectations by offering services guided by our core corporate values of Speed, Passion, Excellence, Ethics and Diligence!

Thank you.


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