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Emirates NBD Encourages Shift from Phone Banking to WhatsApp With Upgraded Service

Emirates NBD, a banking group in the MENAT (Middle East, North Africa and Türkiye) region, has launched an enhanced and upgraded version of its WhatsApp banking service. 

Emirates NBD WhatsApp banking allows customers to seamlessly avail of 15 everyday banking services on the go. These include checking account balances, receiving a list of the last five transactions on account and credit card, generating credit card mini statements, temporarily blocking or unblocking cards, and placing new chequebook requests.

Non-customers can also subscribe to WhatsApp banking. As a result, they can enjoy features including applying for new products and services, finding branch and ATM locations, and viewing the latest Forex rates.

The enhanced service offers sign-and-share capability for PDFs and images. This is as well as direct agent access for uncovered services or queries regarding the bank’s products and services. With this launch, the bank has also introduced a seamless transition of customer intent from phone banking to WhatsApp application through a first-of-its-kind integrated omnichannel journey.

Governed by robust security controls and approved by the Central Bank of the UAE, all messages on Emirates NBD’s verified WhatsApp Business account are end-to-end encrypted. This offers maximum safety and security.

Tapping into conversational banking

Marwan Hadi, group head, retail banking and wealth management at Emirates NBD, said: “As a frontrunner in innovation, Emirates NBD is always looking for ways to enhance and expand its digital banking channels. As the most popular social messaging platform in the UAE, WhatsApp was a priority platform for us to offer customers an easy-to-use and secure channel for an interactive and intuitive banking experience on the go.”

Pedro Sousa Cardoso, chief digital officer, retail banking and wealth management at Emirates NBD, added: “Conversational banking has been an important focus in our digital transformation journey in line with our commitment to simplify everyday banking and create rewarding customer journeys. We look forward to welcoming all our customers onboard on the platform and are excited to bring customers many more innovative first-in-the-region features in the future.”


  • Francis is a journalist and our lead LatAm correspondent, with a BA in Classical Civilization, he has a specialist interest in North and South America.

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