NCBA Group PLC is leveraging direct customer engagement to drive both financial literacy and lending growth, as its digital loan portfolio surpasses KSh 1 trillion.
TechMoran reports that the bank’s “Meet, Mingle & Money Talks” forum in Mombasa highlighted NCBA’s focus on combining personal relationships with scalable financial solutions.
The Mombasa event marked the culmination of a nationwide series, following similar forums in Nairobi where NCBA’s leadership met clients to explore financial ambitions, business opportunities, and investment goals. The sessions have enabled the bank to refine products and services in real time, resulting in strong engagement and high-quality leads across mortgages, asset finance, investment products, and bancassurance.
“Customer obsession for us is not a catchphrase; it is a culture,” said Dennis Njau, NCBA Group Director of Retail Banking. “This engagement in Mombasa is about deepening those relationships and reaffirming that at NCBA, our customers come first.”
Kenya’s banking sector saw total assets rise by over KSh 1.2 trillion in 2024, driven by strong credit demand and institutional resilience. Despite 84.8% of Kenyans having formal financial access, only 18.3% are financially healthy, highlighting the need for banks to move beyond transactional services toward sustainable wealth-building. Youth remain particularly underserved, even though they make up 35% of the population.
Through forums like Mombasa’s, NCBA is demonstrating that banking can be both personal and purposeful. Customers leave with tailored guidance and access to opportunities aligned with their goals, while the bank gathers actionable insights to enhance its products and services.
By expanding its presence in Kenya’s Coast region, a hub for trade, tourism, and real estate, NCBA is strengthening relationships with emerging affluent and young professional clients. The initiative underscores the bank’s strategy of pairing digital growth with high-touch engagement, creating a model where every client feels heard, understood, and valued.
NCBA’s digital lending growth, now exceeding KSh 1 trillion, is a key milestone in its mission to become Kenya’s most customer-obsessed bank. With over 100 branches across five countries and more than 60 million customers, the bank continues to set benchmarks in corporate banking, asset finance, and digital innovation.
