The domestic market’s third largest bank has started with capacity building of 100 of its over 600 plus Dar es Salaam agents as it targets to use investment in digital technology to reach the most remote customers.
Managing Director Theobald Sabi said in Dar es Salaam yesterday during a seminar which brought together over 100 agents who were introduced to product knowledge, customer service, fraud mitigation, personal security, digital services that NBC wants to cover the whole country in the shortest period possible.
“NBC Wakalas, as extensions of NBC, play a vital and indeed strategic role in delivering financial services to our customers wherever they are. And therefore it is important for our agents to know more about our products and services as they are an extension of our bank,” Sabi said.
Through presentations made by senior bank officials, the agents got a chance to understand the various products and services offered by the bank including the application of innovative digital solutions and the Government Electronic Payment Gateway (GePG) compliance.
The agents were also introduced to Point of Sale (POS) machines which are GePG compliant hence allow Tanzanians to settle government dues and levies through them as bank representatives.
The bank’s Head of Alternative Channels and Digital Transformation, Deogratius Mosha said NBC Wakala services were launched in June 2018 and have since grown to a family of over 1,800 active agents.
“The deployment of NBC Wakala across the country has proved effective in delivering extended services to our customers and clients. NBC Wakalas also support the government’s financial inclusion agenda to cover the majority of Tanzanians who have no access to branch networks currently,” Mosha said.
Apart from engaging in normal banking services such as receiving and paying cash to clients, the agents are being empowered to provide other banking services such as collection of banking information, exchange rate information, instant account opening and insurance sales. Currently all these services are only available at NBC branches.
"This seminar is valuable to NBC as it enabled us to receive feedback and also to better understand what is happening at every NBC Wakala work place. The information we have received will greatly assist us on the provision of required banking knowledge and customer service skills for our agents in the near future,” Mosha added.
One of the agent who attended the seminar, Tumaini Bureta from Mikocheni thanked the bank’s management saying, “I am now better equipped with banking knowledge and other processes and procedures. It was my first time to attend such a knowledge sharing forum and I am confident to improve services given to my customers and deliver expected results for myself and the bank,” Bureta said.
With over 50 years experience in providing financial services in the market, NBC operates through its 49 branch network and over 180 Visa enabled ATMs. The bank also services over 250 PoS which are strategically located throughout the country backed by 1,200 employees.