The Managing Director/Chief Executive Officer of Unity Bank Plc, Mr. Ebenezer Kolawole, has reaffirmed the Bank’s unwavering commitment to delivering exceptional customer experiences built on innovation, teamwork, and service excellence.
Speaking at the official flag-off of the Customer Service Week 2025 celebration themed “Mission Possible,” Mr. Kolawole lauded Unity Bank’s frontline staff for their resilience and dedication, describing them as the lifeblood of the institution’s continued growth and customer satisfaction drive.
He stated that Unity Bank’s service culture is rooted in responsiveness, innovation, and empathy — qualities that continue to set the institution apart in Nigeria’s competitive banking landscape.
“Apart from constantly improving the way in which better customer support can be achieved, the increasing sophistication of our customers has made the Bank focus more on customer experience innovation,” Kolawole said. “We are investing in technology, systems, and people that enable us to redefine our customer journey altogether.”
Highlighting the theme “Mission Possible” as a rallying call, the Unity Bank CEO explained that the initiative reflects the Bank’s belief that every customer’s need can be met through creativity, collaboration, and a deep-seated service culture.
“At Unity Bank, our mission is clear — to make banking simple, accessible, and rewarding for every customer. ‘Mission Possible’ captures the spirit with which we approach every challenge and opportunity to serve; whether through our digital platforms, branch interactions, or customer support channels,” he said.
Kolawole further emphasised that the Bank’s customer service teams are widely acclaimed for their professionalism, passion, and resilience, which continue to drive Unity Bank’s reputation for service excellence across all touchpoints.
Adding her voice, Mrs. Elfrida Igebu, Chief Customer Service Officer of Unity Bank, stressed the importance of recognising employees who consistently exceed expectations in serving customers.
“This year’s theme reminds us that what may seem challenging is always achievable with the right attitude, teamwork, and customer-first mindset,” Igebu noted. “Our frontline teams demonstrate daily that at Unity Bank, service excellence isn’t just a goal — it’s our mission.”
Throughout the week-long celebration, Unity Bank branches nationwide came alive with colourful activities, from customer appreciation events and staff recognition awards to vibrant cultural displays, festive branch décor, and digital media activations aimed at strengthening engagement with customers.
Unity Bank’s tradition of innovation in customer experience was also underscored. The Bank was among the first in Nigeria to introduce a multilingual USSD platform (7799#), designed to cater to customers across linguistic backgrounds. Since then, it has continued to enhance its Unifi mobile banking app, integrating new features to make banking simpler, faster, and more rewarding.
Through its continued focus on technology-driven service innovation and employee empowerment, Unity Bank’s “Mission Possible” celebration not only recognised its staff but also reaffirmed its enduring promise to deliver customer service excellence that inspires trust and loyalty.
Unity Bank Plc celebrates Customer Service Week 2025 with the theme “Mission Possible,” as MD Ebenezer Kolawole hails resilient frontline staff and reaffirms commitment to innovation, teamwork, and exceptional customer experience.
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