Accion Microfinance Bank has pledged to strengthen its customer engagement and improve service delivery following concerns raised by customers over issues including loan accessibility and customer service.

The commitment was made during the Lagos edition of the bank’s regional customer forum, held at its head office, where customers engaged directly with the bank’s management to gather feedback and shape future products and services.
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Speaking at the forum, the Managing Director and Chief Executive Officer of Accion Microfinance Bank, Taiwo Joda, said the initiative was designed to provide an open platform for dialogue, enabling the bank to better understand customers’ evolving needs and improve its service offerings.
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According to him, meaningful customer engagement remains central to the bank’s strategy for sustainable growth.
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“We recognise that the financial landscape is constantly evolving and customer expectations continue to change. To remain relevant and effective, we must continuously improve our service delivery, embrace innovation, and create solutions that truly meet their needs,” Joda said.

The Chief Commercial Officer, Stephen Olalere, thanked customers for their loyalty, describing them as partners in the bank’s growth rather than merely account holders.
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He said every interaction with customers presents an opportunity for the bank to understand their aspirations and identify new ways to support their personal and business growth.
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Also speaking, the Head of Business Transformation and Innovation, Peter Okordion, highlighted the bank’s digital banking solutions aimed at making transactions simpler and more convenient.

He urged customers to make greater use of the AccionMonie mobile application, USSD banking, Point-of-Sale terminals and other self-service channels as part of the bank’s digital transformation strategy.
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A major highlight of the forum was an interactive question-and-answer session during which customers shared their experiences and made recommendations on customer service, loan accessibility and overall service delivery.
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Responding, members of the bank’s management addressed the issues raised, clarified customers’ concerns and assured participants that their feedback would guide future service improvements and initiatives.
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One of the bank’s long-standing customers, Ekene Udeh, described the forum as evidence of the bank’s willingness to maintain open engagement with its customers.
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He said the bank had remained a dependable financial partner throughout his business journey and had continued to invest in building lasting customer relationships.