What is an Omni-Channel Account Opening Process? An Omni-Channel Account Opening process allows customers to open a bank account through multiple channels, such as online, mobile apps, in-branch, or via call centres, ensuring a seamless and consistent experience.
Why is the Bank introducing an Omni-Channel Account Opening Platform? To simplify and speed up the account opening process, enhancing customer satisfaction and operational efficiency.
What steps should the CSO or bank staff take before opening an account on the Omni-Channel platform? Ensure that the client has no existing accounts with Global Trust, Crane Bank, or dfcu Bank and that they possess original documents for their National ID and a line registered in their name.
What are the acceptable customer images for omni-channel account openings? The photo must be of the account holder, taken against a clear background, without any shades or caps.
What should a customer do if they are unable to sign or use a thumbprint? Customers who cannot sign or use a thumbprint should visit the nearest dfcu branch.
Which channels are available for account opening? New-to-Bank customers can open an account online using branch tablets. After the pilot, account opening will be accessible remotely from any location.
Is the account opening process different across channels? No, the process is designed to be consistent across all channels to ensure a seamless experience for customers.
What documents are required to open an account? For personal accounts, you will need a valid ID for Uganda nationals, a passport with a working or residency permit for foreigners or a refugee card; and a registered phone number.
Can I start the application on one channel and complete it on another? Yes, the Omni-channel process allows you to start your application on one channel and finish it on another without losing any progress.
How long does it take to open an account? The duration can vary but typically, the process should take approximately 15 minutes if you have all the required documents ready.
Is there customer support available if I encounter issues? Yes, customer support is available across all channels to assist you with any issues during the account opening process on 0800 222 000 toll-free. Confidential
Is the online account opening process secure? Yes, the process employs advanced security measures to ensure your personal and financial information is protected and encrypted.
Can I open different types of accounts through this process? For this phase, we are focusing on New-to-Bank personal accounts (without existing CIFs). Entity account capabilities will be introduced later in the year.
Can I upload documents electronically? Yes, you can upload necessary documents electronically through the online and mobile channels.
Will I receive a confirmation once my account is opened? Yes, you will receive a confirmation via email, SMS, and through the platform once your account is successfully opened.
Can I track the status of my application? Yes, you can track the status of your application through the channel you used to apply, whether it's online(web) or mobile.
What if I don’t have all the required information/documents? You can save your progress and return to complete the application once you have all the required documents.
Are there any fees for opening an account? Fees may vary depending on the type of account and the bank’s policy. Check the bank’s website (Tariff Guide) or contact centre on 0800 222 000 toll-free for specific details.
Can I open a joint or secondary account through this process? Support for joint and secondary accounts isn’t available with this version release but will be provided in the coming months.
Is there a minimum deposit required? The omni-channel platform includes the minimum deposit requirements for UGX and USD New-to-Bank accounts, allowing customers to review these details during the application process.
What identification is accepted? During this phase, only government-issued National IDs are accepted.
What should I do if my application is denied? Contact Centre on 0800 222 000 toll-free to understand the reason for denial and to get guidance on the next steps you can take.
Have the Customer Service Officers (CSOs) been informed of the planned changes?= Yes, the CSOs have been informed.
Can I onboard seamlessly onto Quick Banking? Yes, this system allows you to onboard on Quick Banking seamlessly. Confidential
How can a customer provide feedback about their experience during the migration? We welcome your feedback. Customers can share their experiences and suggestions through the following:
Visit a branch and speak to a Customer Service Officer
Will there be any follow-up communication after deploying this omnichannel account opening system? Yes, we will send out a notification once the deployment is completed. We will also survey to gather your feedback and ensure any issues are addressed promptly.
After account opening, how can I find my account? Staff should guide customers to fund their accounts via Wallet to Bank (W2B) from mobile money numbers or at the ATM, rather than at the till.
