Banking in Kenya has undergone a major transformation in the last decade spearheaded by the fast-changing dynamics, persona, needs and lifestyle of the everyday customer.

And NCBA Bank is right at the center of this shift and has been quietly transforming the way Kenyans experience banking through practical, tech-driven solutions that are changing lives.

The days of long queues and rigid bank hours are slowly fading away and are replaced by convenience and simplicity with NCBA Bank stepping up to lead that financial change game.

As one of the fastest-growing banks in the East African region, NCBA Bank has been committed to delivering solutions that make banking work for the everyday Kenyan.

The bank offers digital apps, savings tools, flexible loans and seamless mobile banking and is quietly embedding itself into people’s daily routines in Nairobi and across the country.

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Let’s break down exactly how the bank is doing this and why you should pay close attention:

1. Banking on Mobile

One of NCBA Bank’s biggest wins is its seamless integration of mobile banking into the everyday life of its customers.

NCBA Now App, available on both Android and iOS, allows customers to access their bank account, transfer money, apply for loans, pay bills, and track their investments from their phones.

The bank also rolled out USSD banking through *488# to ensure even those who reside in rural or areas with low internet penetration can still do their banking on the go.

NCBA has solutions tailored for every lifestyle, be it a mama mboga in Meru sending money to her supplier, or a university student in Kakamega checking their balance before paying fees.

2. Young, Urban, Digital-Savvy

If you live in Nairobi, Mombasa, Kisumu or Nakuru, chances are very high that you have seen or heard about NCBA Loop.

Loop is a digital banking product for the youth and young professionals, giving them control over their funds via a fully digital experience; no paperwork, no long forms, no “come back tomorrow.”

The Loop App offers:

• Instant account creation

• Budgeting tools and spending insights

• Personal loan facilities of up to Sh3 million

• Overdrafts of up to Sh100,000

• ATM and branch access if needed

It is not a surprise that Loop has become a go-to for freelancers, entrepreneurs and creatives looking for flexible banking that fits perfectly into their lifestyle.

For example, a freelance graphic designer with no fixed income can use Loop to help her to stabilise her income by according her access to quick overdrafts and savings tools.

3. Instant Loans

NCBA Bank’s mobile loans have become some of the most popular in Kenya, especially through M-Shwari, their award-winning financial partnership with Safaricom.

Since it was launched in November 2012, M-Shwari has attracted more than 35 million users and disbursed more than Sh500 billion in loans.

M-Shwari works because it is instant, paperless, and integrated into M-PESA and one can borrow between Sh100 and Sh50,000, depending on their credit limit, and repay in 30 days.

Additionally, through Fuliza, another partnership with Safaricom, NCBA provides M-PESA users with overdrafts when they do not have enough balance to complete a transaction.

The significant facility by the Kenyan lender has risen to become a financial lifeline for many low-income earners, boda boda riders, students and small traders.

4. Smart Savings

Away from borrowing, banking is also about saving for the future and NCBA has introduced various tools that encourage Kenyans to save with purpose.

These tools include:

• M-Shwari Lock Savings Account: A digital fixed deposit tool tailored for savings goals like school fees, weddings, or business capital.

• Loop Goals: A goal-setting feature that enables users to save gradually with clear progress indicators.

• Automatic round-ups: A feature in Loop that rounds up transactions to the nearest ten and saves the difference.

5. Simple Business Banking

NCBA is not just serving individuals, it is also heavily invested in supporting SMEs, which form the backbone of Kenya’s economy, and it does this through the NCBA Business Club.

The NCBA Business Club is a networking and exclusive opportunity offered to its business account holders and enables members to access expert advice, networking opportunities, and other benefits tailored to help businesses grow.

Specifically, the Business Platinum Account automatically includes membership to the NCBA Business Club with club members enjoying the following benefits:

• Networking Opportunities: Connect with other business owners and professionals in various industries.

• Exclusive Events: Participate in events tailored for business development and growth.

• Expert Advice: Access insights and guidance from industry experts and NCBA's specialists.

• Financial Insights: Gain access to resources and information to help manage and grow your business finances.

• Business Growth Support: The club aims to provide support and resources to help businesses flourish.

6. Agency Banking

To ensure banking reaches even the remotest parts of Kenya, NCBA Bank has agency banking, which enables everyday small businesses to offer basic banking services.

Through these banking agents, NCBA customers can:

• Deposit and withdraw money

• Check balances

• Pay bills

• Apply for loans

This model has become a game-changer in counties like Kitui, Turkana, and Bungoma, where bank branches are sparse.

7. Personalised Service

Despite its tremendous growth in digital offerings, NCBA Bank has not forgotten the value of offering face-to-face service to its millions of customers.

For premium customers, the bank continues to offer dedicated relationship managers; people who understand each customer’s needs and proactively offers them solutions.

Whether it is arranging trade financing, helping structure a home loan, or advising on an investment, these NCBA relationship managers make sure clients feel heard and valued.

8. NCBA Leaders

Speaking during a customer forum earlier this year, NCBA Group Managing Director John Gachora said: “Our goal is not to be the flashiest bank, but the most useful one in the daily lives of Kenyans; from the city to the village.”

Nelly Wainaina, Group Director - Marketing, Communication and Citizenship, echoed the MD’s sentiments: “We listen to our customers. We use their feedback to build tools that simplify their financial journeys.”

9. What Next?

As Kenya’s banking habits evolve fast, NCBA is forging strategic partnerships for the future by investing in AI-driven customer service, scaling up green financing, and building stronger SME ecosystems.

Moving into the future, NCBA Bank customers can only anticipate more personalised offers, better credit scoring models, and wider access to financial literacy to make banking better.

10. Intuitive Banking

NCBA Bank continues to prove to other financial institutions that banking does not have to be complicated, but just useful, intuitive and rooted in the realities of the ordinary Kenyan.

From digital platforms to rural agents, and from mobile loans to business coaching, NCBA Bank is establishing a banking experience that empowers many through financial inclusion.