FCMB Unveils Digital Banking Upgrades as Customer Service Week Begins

First City Monument Bank (FCMB) has introduced new digital banking features and customer engagement initiatives as part of activities marking Customer Service Week 2026.

The annual event, held from October 5 to 9 under the theme “The Extra Mile,” is being used by the bank to highlight efforts aimed at improving service delivery and making banking more convenient for customers.

One of the recent enhancements is the expansion of authentication options through FCMB’s Temi chatbot, giving customers additional ways to verify their banking activities.

The bank has also integrated transaction e-tokens into customer receipts. The feature allows customers to access transaction verification details without depending solely on SMS notifications.

FCMB said the changes are designed to make its services more accessible, responsive and convenient as more customers adopt digital banking channels.

The bank also cited findings from the KPMG 2025 Nigeria Banking Industry Customer Experience Survey, which ranked its mobile app first in the mobile banking and USSD experience categories. FCMB also ranked first in the contact-centre experience category, according to the survey.

FCMB Managing Director, Yemisi Edun, said customer service remains a continuous priority for the bank and influences how it develops products, uses technology and interacts with customers.

She said the bank would continue to listen to customers and improve its services in response to their changing needs.

Executive Director, Corporate Services and Service Management, Felicia Obozuwa, said FCMB was working to create a culture where employees consistently look for ways to improve customer experiences.

As part of the week-long programme, the bank will hold customer and employee engagement activities across its branches and digital platforms, including direct interactions between members of its executive management team and customers at selected branches.

FCMB will also run customer appreciation activities, including airtime bonuses for eligible transactions through its USSD and mobile app platforms, as well as promotional activities for customers visiting selected premium lounges and holders of its Kiddies Account.

The bank’s employee-focused activities will include a Digital Innovation Pitch, a Banker’s Game Show and a competition focused on service excellence and teamwork.