Customer Service Week: Bank of Kigali reaffirms commitment to customer-centric banking

Bank of Kigali (BK) wrapped up Customer Service Week on October 10, a period that was dedicated to celebrating the customers at the heart of its success. The Bank marked the occasion under the global theme “Mission Possible”, with appreciation visits, interactive branch activities, gifts, themed dress days, and meaningful engagements across the country. The week has been an opportunity for BK to reaffirm its commitment to customer excellence, reminding both staff and clients that every success story begins with trust, empathy, and teamwork. HAPPENING: As Customer Service Week 2025 comes to a close, @BankofKigali celebrated a week filled with appreciation, engagement, and connection with its customers across all branches in Rwanda. pic.twitter.com/V2jQcGt0qA — The New Times (Rwanda) (@NewTimesRwanda) October 10, 2025 Speaking at the event held at the Bank's headquarters, Anita Umuhire, Chief Finance Officer at Bank of Kigali, noted: “We are what we are because of our customers. The customer is at the centre of everything we do.” “It’s always important for us at this time of the year to just take that moment to reach out to them and tell them how much we appreciate them, listen to them, get feedback about our services and our products so that we can create a better experience for them,” Umuhire said. “At Bank of Kigali, customers remain at the heart of everything we do. Every interaction, every product, and every service is built on the simple truth that without our customers, there would be no BK. That is why this week was more than just a celebration, it was a moment to say thank you and to demonstrate our unwavering dedication to serve with excellence, empathy, and integrity,” she added. Throughout the day and week, BK executives visited different branches across the country, engaging with customers, sharing gifts, and personally thanking them for being an essential part of the BK family. Their visits served as a reminder that at every level of the organisation, customers remain at the centre of its mission. The seven days also provided a platform for the Bank to listen to customers’ feedback, celebrate staff dedication, and reinforce its drive towards innovation and excellence in service delivery both digitally and in-branch. The Bank highlighted its ongoing digital transformation journey aimed at improving customer experience. Through platforms like the BK App and Internet Banking, customers can now pay bills, transfer funds, buy electricity, pay school fees, and even apply for loans remotely, a step that aligns with BK’s mission to make banking more convenient and accessible. “We are actually turning 60 next year. We’ve been around for very many years. I think what stands out for us, not only the history and how long we've been here, is our consideration for our customer again,” she noted. “To create a good experience for our customers, we don’t want people to come and line up here at the branch and spend valuable time doing things that they can do remotely. If you look at our platforms, we have been adding more products and more services,” she explained. “For example, the customer can pay all their bills; water, electricity, transfers, school fees, apply for loans, just on their phones, remotely, wherever they are. And we'll continue to add more journeys for the customer to make it easier for them and reduce the time that they have to come to the branch,” she said. When we say we want to financially transform lives, it's not just a slogan, it’s something that is at the core of what we do. We want to see our customers grow from step to step, she added. Bank of Kigali CEO, Dr. Diane Karusisi, also led the celebrations, by visiting some of the Bank’s customers, including Pinnacle Hotel, where she expressed gratitude for their partnership and trust in BK. She also interacted with several clients at the Nyarutarama branch, listening to their feedback and reaffirming the Bank’s commitment to continuously enhancing customer experience. “We invite our customers to continue sharing their feedback with us, because there may be things you see that we don’t,” said Dr. Karusisi. “We want to know where we can do better, because everything that helps us serve you better truly matters. We are here for you, and we sincerely thank you for being part of the BK family.” Customers weigh in Regine Mukamutara, a hairdresser, has been a BK customer for over 30 years. She said the bank’s services have evolved over time, and digitized its services, making it more efficient and satisfying. “I usually withdraw, deposit, and use Western Union services. This has been my bank for so long. I haven’t taken any loans so far, but my husband has, and he could access them easily,” she said. Mukamutara thanked the bank for its quick response when her account was nearly compromised in what appeared to be a cyber-attack recently. “They received me very quickly and explained everything with assurance that my account would remain safe. The bank’s security for customers is reliable. Everything was resolved, and my account was restored,” she said. Charles Rubimbura has been a BK customer since 1979 and recalls the time when the bank’s operations were manual, making services slower and often overloaded. “This is a bank that continuously evolves. Services are much faster than before. It has been my bank for years, and I don’t think I’ll ever change. My whole family uses BK, and we love it,” he said.

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Customer Service Week: Bank of Kigali reaffirms commitment to customer-centric banking