Unity Bank MD Celebrates Frontline Staff, Reaffirms Service Excellence with ‘Mission: Possible’ Theme

 Unity Bank Plc has joined the global celebration of Customer Service Week 2025 under the theme “Mission: Possible,” with the Bank’s Managing Director/Chief Executive Officer, Mr. Ebenezer Kolawole, reaffirming the institution's commitment to superior customer experience.

Speaking at the flag-off event, Mr. Kolawole stated that a service culture built on responsiveness and innovation is essential for differentiation. He noted that the increasing sophistication of customers has driven the Bank to focus more on customer experience innovation through strategic investment in technology, systems, and people.

Resilience and Innovation

The Managing Director celebrated the Bank's resilient frontline staff for their unwavering dedication and professionalism. He emphasized that the “Mission: Possible” theme underscores Unity Bank's belief that every customer need can be met through innovation, teamwork, and a robust 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," Mr. Kolawole stated.

Customer-First Mindset

The Bank’s Chief Customer Service Officer, Elfrida Igebu, underscored the importance of recognizing staff who consistently go above and beyond.

“This year’s theme reminds us that what may seem challenging is always achievable with the right attitude, teamwork, and customer-first mindset,” Igebu said. “Our frontline teams embody this every day by demonstrating that at Unity Bank, service excellence is not just a goal, it is our mission.”

Throughout the week, Unity Bank organized various activities across its branches and offices nationwide, including customer appreciation engagements, staff recognition awards, cultural displays, and digital media activations to reflect the Customer Service Week theme.

The Bank highlighted its history of customer experience innovation, including being among the first to introduce a multilingual USSD platform, *7799#, and continuously upgrading its mobile banking platform, Unifi app, for optimized convenience.