By Business Insider Reporter
NMB Bank is offering customers a 90-day waiver of transaction fees on its new internet banking service, NMB Direct, as part of this year’s Customer Service Week (CSW).
Announced at the launch of the week-long celebrations, the offer gives customers access to selected payment and funds-transfer services without transaction charges until December 31, 2026.
The waiver, which runs from October 5 to December 31, 2026, covers bulk payments, domestic and international funds transfers and bill payments, providing customers with an opportunity to experience the bank’s new digital platform at reduced cost.
The initiative is part of a broader package of customer-service improvements introduced by NMB during this year’s Customer Service Week, including a dedicated service desk for customers with disabilities and a Self-Reversal facility through the NMB Mkononi App and USSD.
The three initiatives point to a broader shift in the way the bank is seeking to serve customers – using technology to make banking more convenient while expanding access for customers with different needs.
NMB Head of Retail Banking, Filbert Mponzi, said the dedicated disability service desk would provide specialised assistance to customers with hearing, visual and physical disabilities.
For customers with hearing impairments, the service will include video support using sign language, enabling them to communicate with the bank and access services in a way that better meets their needs.
The bank is also giving customers greater control over eligible transaction reversals through the Self-Reversal facility.
Through the service, customers will be able to initiate requests to reverse eligible transactions themselves through the NMB Mkononi App or USSD, without having to call the bank or visit a branch.
The move is expected to reduce the time and effort involved in resolving eligible transaction errors while strengthening the role of digital channels in delivering customer support.
Taken together, the initiatives give this year’s Customer Service Week a practical dimension, with the focus extending beyond recognising customer-facing employees to improving how customers access, use and resolve issues relating to banking services.
