"At Exim Bank, we always strive to offer smarter, faster and more secure ways to connect our customers to opportunities around the world. We now offer 4 hours same-day Remit service, customers are also assured that in case of breach of the timelines, service charges incurred for the particular remittance transaction would be refunded." Said Mr Tumaini Mwakafwaga, the bank’s Group-Head, centralized operations in Dar es Salaam yesterday.
Mr. Mwakafwaga however noted that the guarantee for the turnaround time (TAT) will apply only to applications which are compliant in terms of Clear Application Form (no ambiguities), supporting documents, and sufficient balance in their accounts.
According to Mr Mwakafwaga, for the past 1 month the TAT remittances have been meeting the 4 hrs with a breach of 2% on average, as promised to customers before. He added: “From the middle of this month our customers have constantly been notified in person concerning these changes through various means such as SMS and email.’’
He said refund shall be applicable for transactions which meet a number of conditions which include submission before cut off time (3 p.m), complete in all respects, without alterations; Carry all required supporting documents and when funding account has adequate available balance.
“Remittances which do not meet the mentioned criteria will not be eligible for the refund. Refunds shall also not be considered on rare occasions of system non availability due to unforeseen events or disasters,’’ said Mr. Mwakafwaga.
He said the bank’s customers will receive notifications on the status of their transactions as Remittances shall be tracked from points of scanning at the branch.
“The processing team is trained to make sure that they ensure speed and accuracy from the moment a customer lodges the application to when the swift copy is sent to the customer. Managers and their assistants at each stage of processing will coordinate the exercise to ensure no breach occurs.’’ he said.
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