Performance Target/Customer Expectation

The Bank undertakes to provide competitively priced interest and fee-based product/services with emphasis on Risk Bearing, Business Advisory Services and Export Finance.

To ensure that our customers consistently get the best quality service available, the Bank will continually benchmark performance with Industry Best Practices. We will also ensure that all key activity processes especially those which interface with our customers, are completed effectively within approved time limits and to agreed standards of service delivery.

Our web site, www.neximbank.com.ng offers you access to information and services of the Bank. The Bank’s website will serve as its front office providing a convenient alternative through which all credit and other processes relating to our services may be initiated and monitored.

Application Processing Timelines

The Time frames for processing of requests under the Bank’s facilities are as follows provided that the customer submits all the relevant documents required:

• Rediscounting & Refinancing Facility: within 5 working days

• Short Term Credits: within 40 working days

• Medium/Long Term Credits: within 120 working days

Disbursement

If a loan is established, upon disbursement conditions being satisfied, we will release funds within five (5) working days.

Obligation of Customers

In order to ensure efficient service delivery, the customer is expected at all times to provide full disclosure of all the information pertinent to transactions under consideration.Sometimes when we receive information, we may have to ask you for some further information, which we could not originally have anticipated. If we require additional information, we will inform you promptly.

Limitation to Service Delivery

We will consider all requests for credit support within the limits of available resources, due diligence and the Bank’s strategic objectives. In doing so, we may prioritize our interventions to ensure all objective criteria are met.

Stakeholder Participation in Service Provision

All stakeholders should feel free to contribute their quota towards sufficient and effective service delivery through consultations, regular feed back and customer survey, which we organize regularly.

Our Commitment to You

The Bank is an equal opportunity employer and financier providing opportunities and service to all parties on the basis of sound technical and moral judgment.

NEXIM will endeavor to consistently provide our customers with value, demonstrated in high quality service. To this end, the NEXIM Banker will communicate with you, our customer in a proactive manner emphasizing our key values of professionalism and excellence in service delivery.

In order to ensure our services offer value, exceeding your expectations, we will maintain an open channel of communication with all our stakeholders to provide solutions to the requirements of your business. To this end we need to partner with you, our customers, to ensure that all information necessary, at each stage of the transaction, is made available to us to assist us in the decision process.

Complaints and Grievance Mechanism

If you have any complaints as regards the service (s) received, you may speak with the officer handling your transaction or the Head of Department. Also, clearly identifiable Complaints Boxes are available at the main entrance to the Bank’s Head Office and Area Offices.