Bookmark and Share

Customer Relationships

Guaranty Trust Bank is a service driven organization. At the heart of our operations, is the desire to meet and surpass customer expectation. Our employees are continually enlightened on best practices on service delivery and issues management. Several initiatives such as the appointment of service champions who constantly raise the bar of services offered to customers and a short messaging service line for customers who are unhappy about any of ours services were launched to ensure prompt and exceptional customer service delivery.

The Guaranty Trust Bank “GTConnect” self-service contact centre was established to enable customers perform 90% of their banking transactions from the comfort of their homes or offices via a telephone 24 hours, every day of the week. GTConnect operates on the robust Customer Relationship Management (CRM) software and can be reached on any of these lines: 0700-GTConnect (482 666 328), 234-1-4480000, 08029002900 and 08039003900. Some of the functions available include: online banking self profiling, balance enquiry, inter/own-account transfer, transaction history request, statement request by email, cheque confirmation, cheque book request, stop cheque request, third party transfer to any GTBank account with your token device, product information enquiry, ATM/branch location enquiry and Offshore Banks information request.

As an organization, we work hard to ensure that our customers are educated and informed about our products and services. Customer education is carried out through various channels including e-mail messages; telephone SMS, flyers, newspaper publications, radio broadcasts, TV infomercials as well as through the use of social media tools.

We also innovate to provide a better service, including fast track banking, scam alert campaigns and effective money security measures. In 2011, we implemented a more robust, centralized complaint management system to ensure that customer issues are logged, tracked, and addressed in a timely and effective manner.

A monthly internal stakeholder meeting monitors service delivery through ideas sharing and problem solving. We also operate a Quality Management System (QMS) that is certified in line with the NIS ISO 9001:2008 requirements. The QMS is designed to control, monitor and improve the Bank’s processes, ensuring that our employees, outsourced agents or service providers use documented guidelines, standard of operating procedures; service level agreements and we are consistent in our response to statutory laws and policies.

Our Bank is committed to continually improve its service delivery and customer issues management.