UBA Trainee Impresses Elumelu with Customer Service Ideas

On August 20, 2026, during a question-and-answer session at UBA’s Graduate Management Accelerated Programme (GMAP), Deborah Moses, a graduate trainee at UBA, presented her ideas for enhancing customer experience, which garnered praise from the bank's chairman, Tony Elumelu. Moses identified challenges faced by customers, such as the lack of awareness regarding necessary documents for resolving issues at UBA branches.

To address this, she proposed a "UBA journey guide" to be provided to customers during onboarding, detailing the steps and documentation required for common banking requests. Additionally, she suggested establishing a system to capture customer experiences in real time, allowing UBA to track customer visits and unresolved issues.

Elumelu responded positively, inviting her to the podium and expressing interest in her career development at UBA. Moses, who graduated in 2023 and previously worked as a Human Resources Assistant at the Bank of Agriculture, viewed this encounter as a significant career milestone, receiving encouragement and a recommendation from Elumelu.