Universal Merchant Bank (UMB), a premier indigenous financial institution emphasized its customer-centric philosophy through the sponsorship of the highly anticipated book launch of former UMB employee, Alberta Quarcoopome, an experienced banking professional and the 2015 recipient of the National Women in Finance and Banking Award for Financial Education.

Ms. Quarcoopome’s book titled The 21st Century Bank Teller – A Strategic Partner, focuses on the importance of exceptional service quality in the emerging roles of bank tellers.

The book highlights the multi-faceted elements that underpin the role of a bank teller and encourages financial institutions to recognize the significant contribution that service-oriented bank tellers can make to the overall success of a financial institution.

The engaging event was well attended with a stimulating program that included remarks from the former Dean of the University of Ghana Business School, Professor John Kobla Aheto; the Principal of the National Banking College, Mr. Buabeng; and the President of the Chartered Institute of Bankers Ghana, Mr. Clifford Mettle; among others.

The book launch cleverly featured a thought-provoking and entertaining dramatic presentation that highlighted the difference between poor customer service and excellent customer service.

Ms. Quarcoopome noted that “As a customer-centric bank, it was a natural fit to partner with UMB as they exemplify the customer service values outlined in The 21st Century Bank Teller”.

She further commented “I was a long-standing employee of UMB and I am truly touched that they are supporting me as I embark on this new phase in my professional career”.

UMB Director of Marketing and Communications, Yvonne Botchwey, stated that “UMB’s raison d’etre is our clients and it is precisely why our slogan is you first. For this reason, it was important for us to support Ms. Quarcoopome, not only because as a former employee, she will always be considered a member of the UMB family, but also because her book is a blueprint for effective customer-centric banking.”