NBK closer to its customers
Al-Othman: Bank striving to keep in touch with its customers 24/7
KUWAIT: National Bank of Kuwait strives to meet its customers’ needs by keeping in touch with them and providing its services during the prevailing circumstances in Kuwait and around the world, using all of its channels including branches that reached 17 operating branches (before the full lockdown), NBK Mobile Banking and NBK Online Banking, as well as NBK Contact Center with toll-free numbers in many countries worldwide, and NBK WhatsApp. In addition to many other channels such as the bank’s social media accounts, ATMs and ITM, all subject to the bank’s adherence with social distancing rules in order to ensure customers’ safety.
After imposing the full lockdown, NBK continues to take various precautious measures to ensure the protection of customers, and to provide them with an uninterrupted banking experience 24/7, in line with the instructions of the Council of Ministers, Ministry of Health, the Central Bank of Kuwait and all concerned authorities.
Commenting on the bank’s efforts to stay in touch with customers during the crisis, Mohammed Al-Othman, General Manager of Consumer Banking Group, National Bank of Kuwait, said: “At NBK, we strive to keep in touch with our customers, especially during the prevailing circumstances, which brought about new changes to the provision of banking services, and increased the importance of indirect communication channels with customers. That is why we ensured to optimize all of these channels to stay in touch with them.”
Al-Othman stressed that meeting customers’ needs comes at the top of NBK’s priorities under all normal and exceptional circumstances, which will not depress the bank from keeping in touch with them subject to the applicable precautionary measures to ensure their safety in the first place. He affirmed the bank’s constant adherence to all directives and instructions of the Central Bank of Kuwait.
He added: “Our success in keeping in touch with our customers is one of the key pillars to provide them with a top-notch banking experience. We have witnessed a remarkable demand from them to stay in touch with us through our digital channels, especially via NBK Mobile Banking, which we upgrade and enhance constantly as part of our digital transformation strategy, and the pioneering digital banking services provided to our customers. “
Al-Othman concluded by promising to continuously provide NBK Customers with new services and to develop existing ones, so they can benefit from a rich banking experience. He also thanked NBK Team, especially the frontliners at the branches, the call center and social media officers, for their efforts to keep in touch with customers around the clock since the beginning of the crisis.
NBK Mobile Banking App
NBK Mobile Banking App comes at the top of services providing customers with an easy and convenient way to complete their transactions quickly from the comfort of their homes, and therefore, NBK is constantly working on upgrading this service, enabling customers to make various transactions by themselves, without visiting branches.
NBK Customers can make various banking transactions with ease and convenience through NBK Mobile Banking, including the following main transactions: Transferring funds locally and internationally, NBK Quick Pay, NBK e-Payments, adding new beneficiaries, increasing the monthly transfer limit, viewing history of transactions and paying credit card dues.
NBK Mobile Banking is witnessing an unprecedented demand from customers under the current circumstances, as the number of new subscribers to the service has increased by 14%. In addition, NBK Quick Pay saw a remarkable increase in the amount of transfers by 29%, whereas the percentage of transactions made through e-Payments increased by 40%.
Branch Network
Since the coronavirus outbreak, NBK has been working to provide its services through various channels, including branches, by increasing the number of operating branches to 17. However, in view of the Council of Ministers’ instructions to impose full lockdown in the country, work was halted in all the bank’s branches, and will be resumed after the full lockdown ends. And as part of the implementation of social distancing rules, and for everyone’s safety during the period of partial lockdown, NBK took a set of precautionary measures including checking customers’ body temperature upon arrival to the branch, and asking them to wear medical masks and gloves before entry, in addition to controlling the number of customers inside the branch and keeping the required safe distance between them.
The bank also provides its services through NBK ATMs for cash deposit and withdrawal available all over the country, comprising 327 ATMs, including 100 CDMs, as well as the ITM at Kuwait International Airport branch (T4), that was operating before the full lockdown.
Furthermore, the bank provided its mobile ATM in Mahboula area to meet the needs of its customers in that area and to support the government efforts in this regard, the mobile ATM was daily present (before the full lockdown) in Mahboula area from 9 am to 3 pm.
Customer Support
NBK provided many services and took many decisions and initiatives, mainly including postponing installments of individual loans (Consumer and Housing Loans) from April till September 2020, as well as credit card installments (excluding full payment credit cards), in addition to a 3-month fee waiver for POS terminals rental and a fee waiver for debit cards transactions when making online payments.
Furthermore, NBK increased the maximum limit for transfers through NBK Quick Pay to KD 5,000 per day, with a total of 10 transactions, and KD 10,000 per month to provide a better service due to the demand for NBK Quick Pay being a quick and easy way for sending and receiving money. The bank has also increased e-Payments transactions daily limit from KD 250 to KD 500, with a total of 10 transactions, and the monthly limit from KD 500 to KD 1,000.
NBK also increased the maximum limit for NBK Tap & Pay transactions without PIN to KD 25, in order to keep the safety of customers and encourage them to use contactless payment solutions.
NBK mobile banking app easy, convenient
Always in Touch
NBK is keen to stay in touch with customers through various communication channels, mainly NBK Contact Center and NBK WhatsApp on 1801801, through which the services continued to get customers’ inquiries as usual to meet their demands and provide them with full support 24/7. Through these services, customers can perform many transactions and inquire about different services in regards to cards and loans. Also, they can report forgotten passwords, lost cards, as well as ask for support to transfer between accounts by contacting one of the customer service agents. Additionally, NBK provides a “Live Chat” service through NBK Mobile Banking App and nbk.com to support customers and assist them in all their banking needs.
For customers outside Kuwait, NBK provides tollfree numbers in 9 countries: United States, Britain, Canada, France, Germany, Turkey, Italy, Spain, and UAE. Customers outside Kuwait were also provided with a renewed NBK Credit or Debit Card delivery service.
NBK is also keen to stay in touch with customers through its social media platforms, with almost 1 million followers, where guidance is provided regarding the current situation, as well as tips to protect customers from fraud.
NBK continues to reinforce its leading position through its largest local banking network in Kuwait, with 68 branches all over Kuwait, in addition to a large POS network exceeding 13,500 devices, including over 11,700 NFC-enabled devices. Besides, NBK has the largest own ATM network locally, with 327 ATMs, including over 100 CDMs.