(PRESS RELEASE) – CIBC FirstCaribbean Saint Lucia took top ranking for customer service in banking across the Eastern Caribbean Currency Union (ECCU) for 2019.
The announcement was made on November 6th in St. Kitts during the ECCB’s 24th Annual Sir Arthur Lewis Memorial Lecture, which preceded the 30th Annual Conference with ECCU Commercial Banks.
The ECCU Bank of the Year Awards recognizes the banks which have made outstanding contributions to the overall development of the people they serve through everyday business practices. On the recommendations of a 5-person review panel, the awards are presented to banks adjudged to have demonstrated excellence, to the highest level in the areas of Corporate Social Responsibility, Corporate Governance, Customer Service, Financial Education and Empowerment, Risk Management and Technological Innovation.
The citation accompanying the announcement recognized CIBC FirstCaribbean’s steady pace of adoption of new technologies and trends in service delivery and the bank’s unwavering focus on training and development as an intrinsic aspect of service delivery. This is consistent with CIBC FirstCaribbean’s recognition as 2018 Most Innovative Bank – Caribbean by World Finance, and the rating as Best Digital Bank (Internet and Mobile Banking) that same year by International Finance.
On hand to receive the ECCU award was Mrs. Ladesa James-Williams, CIBC FirstCaribbean’s Director, South EC Islands and Country Head Saint Lucia. Mrs. Williams highlighted the impact of bank’s award-winning mobile banking App on the customer experience as a contributing factor in the bank’s leadership edge in customer service.
“Ours is the only mobile banking service which can send money to any bank in the ECCU. Transactions can now be in bank, online or via mobile, putting power in the hands of our clients and creating a modern omni-channel banking experience for them,” Mrs. Williams added.
Mrs Williams further highlighted the complementarity between the bank’s investment in technology and its process approach in maintaining a multi-level customer satisfaction program.
“In keeping with our “first for clients” promise, we maintain a pulse on the client experience though year-round research and voice-of-the-customer data. This is complemented with accredited employee training and development courses through our Virtual University, and other mandatory training in service areas”, Mrs. Williams said. She added that the ECCU award for customer service is an indication that the bank is delivering on its vision to epitomize the modern banking experience.