Customer-centric business model
Improving and simplifying cooperation with the bank
The client is the key value of FUIB. Each employee does everything possible to make the cooperation between the client and the bank easy and simple. For the convenience of customers, all operating branches of the FUIB network, which numbered 211 at the end of 2024, have self-service areas with payment terminals where customers can carry out banking transactions themselves. The bank’s cash desks offer cash withdrawals using PayPass and PayWave contactless technologies. Free Wi-Fi is available in all branches. Also, for the comfort of customers-entrepreneurs, the bank equips geographically remote cash desks and counselling services points within their premises. In addition, the bank creates 24/7 zones in its branches with round-the-clock access to banking services: by the end of the year, these zones were operating in 111 branches.
Due to the ongoing hostilities and rocket attacks caused by the full-scale war, the bank is sometimes forced to close branches. In 2024, 5 branches were closed. Some branches in Donetsk, Ivano-Frankivsk, Vinnytsia regions, Kharkiv, Zaporizhzhia, Kyiv, Kryvyi Rih, as well as in other cities were damaged as a result of enemy attacks. The bank responded promptly, carried out recovery measures and resumed operations where possible.
In 2024, 3 new FUIB branches were opened. In particular, for the possibility of providing banking services to the military, a branch was opened in the village of Desna, Chernihiv region. The operation of the branch in Kramatorsk, Donetsk region, has been resumed.
In 2024, in some branches in small towns, the bank expanded the list of operations provided to customers, namely: cash registers were built in 6 branches, and additional cash registers were built in 2 branches. New cash registers in the branches were built taking into account accessibility for low-mobility groups of the population.
In the autumn of 2022, due to the intensification of russia’s attacks on the country’s critical infrastructure, all systemically important banks, including FUIB, united to create POWER BANKING at the initiative of the National Bank of Ukraine. This is a joint network of bank branches across Ukraine that operate and provide banking services to customers even in a critical situation during a blackout. The branches of the joint network are provided with alternative energy sources and backup communication channels, have enhanced cash collection and additional staff. Currently, 89 FUIB branches are part of the general banking network of Power Banking.
In 2024, the bank continued to equip its branches with generators, starlinks and uninterruptible power supplies to ensure continuous operations and provide financial services to customers under any conditions. All 211 branches of the bank were provided with the possibility of using generators in the event of a power outage. Also, all branches have two communication channels. Currently, Starlink satellite terminals are installed in 76 (including 71 on-duty) branches, which makes it possible to provide communication to almost the entire list of on-duty branches.
In 2024, FUIB continued to work on expanding the possibilities of obtaining consumer lending in small towns and villages to improve the well-being of the population. In 2024, at 550 bank’s express sale points, it was possible to receive financial advice, as well as to apply for a loan for goods, a cash loan and a credit card. About 115 thousand customers used the bank’s services in small towns. Customers could receive up to UAH 150 thousand.
The use of smartphones for servicing helped to significantly reduce the time required to process loans and make the process more convenient for customers. In 2024, it became possible to design a new product "Pay in installments" via smart phone. During the year, more than 800 new partner stores were attracted to this program, which made it possible to make customer purchases even more accessible. In 2024, the cash loan processing process was switched to a paperless process.
In 2024, FUIB provided an opportunity to receive consumer loan for the purchase of goods and services in 5261 partner stores (year-on-year growth +204), including in online stores, in 351 (growth +24) localities of Ukraine. The bank’s employees not only offered to apply for the bank’s products, but also actively taught the customers how to manage their finances remotely.
FUIB, together with its partners, ensured the availability of customer purchases through interesting promotions and provided opportunities for receiving installments when paying for goods with a credit card. An important achievement was the introduction of new digital solutions that significantly reduced the loan processing time and made the process even more convenient for customers.
We actively developed Partner Cashback loyalty program, encouraged the bank's customers to spend money in the networks of our partners and receive an additional bonus in the form of cashback from them. More than 100 partners offered cashback for purchases in online stores through the FUIB mobile application. In 2024, the program was used by 234 thousand customers, who received UAH 25 million in cashback, and partners received an additional turnover of UAH 644 million.
In early 2024, FUIB was the first bank to launch "Cashback Stores" service, which allows customers to receive cashback for purchases in online stores through the FUIB mobile application. The service brought together more than 100 partners and attracted more than 500 thousand customers who had the opportunity to refund up to 22% of the purchase for payment by card or cash.
"Pay in Installments" banking program during this year was expanded to more than 150 partners (at the beginning of 2024 there were 66). A convenient service for easy login via "FUIB Business" Internet banking has been created for partners to connect to the consumer lending program.
At the end of 2024, FUIB served more than 1.8 million active private customers. During the year, the active customer base increased by more than 300 thousand customers (+21%), of which 63% were attracted through remote channels. The number of new customers of the bank in 2024 was 765 thousand compared to 470 thousand in 2023. The increase was 295 thousand customers, or 63%.
New customers were attracted by updating digital onboarding, that is a simplified questionnaire for quick registration of products and reading NFC for ID-card, upgrading the "ICANall Online" card, as well as remote control of a Single lending limit.
The most popular products among customers in 2024 were the following:
- FUIB mobile application, due to active development and expansion of its functionality;
- debit card accounts, due to favorable terms of service, introduction of new methods of remote identification, the possibility of opening a debit package of services "National Cashback" under the state program of support for citizens;
- salary card accounts, through active product promotion, implementation of salary and card projects;
- credit cards and a Single lending limit, due to the update of digital onboarding, modernization of the "ICANall Online" card – now it is for own and lending funds.
In 2024, the Single lending limit and Credit card were most popular. At the end of 2024, 754 thousand Single lending limits were set for a total amount of UAH 28.1 billion. These products have become available to Ukrainians abroad with phone numbers of Ukrainian and foreign operators. Also, the implementation of remote control of a Single lending limit has become very popular due to the ability to independently increase and decrease the lending limit in the mobile application.
In 2024, debit card allCARD also did not leave its position among popular products. This product is used both for personal funds in various currencies, and for receiving wages from employers and social benefits from the state. Due to its simplicity and clarity for the customer, as well as the absence or minimum fee on transactions, allCARD has become a reliable assistant for customers in solving their daily financial issues.
Customers are increasingly taking advantage of new opportunities. During the year, the number of customers making financial transactions increased by 22%: utility bills and money transfers. Transaction activity of customers in POS terminals also increased by 41%. The number of customers who started using services increased (by 18%), in particular, the choice of cashback categories and the use of service operations (statements, templates, etc.).
In 2024, the bank launched new simplified process for attracting customers via the FUIB mobile application. Now the process has become even more convenient, with the possibility of identification through the Diia app or through self-photographing an identification document (passport book or ID card) and request identification data and financial phone number in UBCH. It is also possible to register customers with foreign phone numbers, which allows attracting Ukrainians who are abroad. For convenience and additional security, the bank has introduced a modern way to sign a contract using Diia.Signature (for customers who choose the appropriate identification method using the Diia). After completing this process and receiving approval from the bank, customers may receive a Single lending limit that they may use for credit cards, buying goods in installments, or receiving additional funds through "Money in Installments".
In 2024, FUIB offered its customers new debt restructuring programs such as "Loan holidays", which are available in the mobile application, and refinancing, to help those who have experienced temporary difficulties in performing their loan obligations.
FUIB mobile application continued to develop actively in 2024. The number of active users at the end of 2024 was more than 1.6 million, an increase of more than 300 thousand people over the year. Users started using more services in the application, and on average, activity increased by 15%.
The bank added new services for Ukrainians abroad: health insurance, low fee (0.9%) on currency transfers, SWIFT transfers from a hryvnia account and a special support group for requests, 8 international payment systems in the application, unlimited and free currency transfers between relatives and delivery of cards to any country over the world.
In 2024, card delivery service abroad gained popularity, which was ordered by 1,460 customers, of whom 27% became active users of the bank.
We have provided unique opportunities for currency transactions: customers may automatically buy/sell currency at the desired exchange rate, receive discounts on the currency exchange rate for regular purchases, subscribe to exchange rate changes, and transfer currency transfers in installments.
The bank improved remote customer experience: it is possible to order any information online, access to transfer limits or restrictions from the NBU, display the necessary products on the main screen, access to the balance of hryvnia cards in the selected currency, re-identification via video calls without visiting a branch.
In 2024, the bank introduced a new social initiative "National Cashback" in which customers receive 10% cashback from the state for purchases of Ukrainian-made goods. Also, an additional impetus to the opening of the package was the start of payment of assistance under the "Winter Support" program to the accounts of "National cashback" service packages.
To ensure the opportunity to use the "Winter Support" program for certain categories of citizens (the elderly, parents with many children, etc.), the bank additionally implemented the process of applying for payment under the program through a physical service channel – a bank branch. From September to the end of 2024, more than 397 thousand packages of National Cashback services were opened and UAH 254 million was credited to the accounts of these packages.
In addition, FUIB continues to actively work with state support programs. In 2024, 22 thousand service packages "eSupport" were opened, for those assistance was received from the state in the amount of more than UAH 39 million. Customers also received payments under the program "eRenewal" for housing restoration: in 2024, UAH 93 million was paid for 954 customers.
According to the current NBU data, FUIB entered the TOP 3 banks of Ukraine in terms of the amount of the term deposit portfolio of individual customers in UAH and the top 10 largest banks in Ukraine in terms of other key indicators. As a result of a balanced policy, the bank is trusted by its customers. According to official NBU statistics, FUIB ranked 2nd among all Ukrainian banks in terms of growth of term deposits in UAH and foreign currency, as well as the growth of all retail business liabilities in the first half of 2024. Individual account balances – FUIB's customers are growing faster than the overall indicators of the country's banking market. Growth for 12 months of 2024 was 12%.
As of December 31, 2024, more than 121 thousand individuals kept their deposits in the bank, on average, such customers have 2 open deposits in FUIB. Such indicators specify the exceptional trust of Ukrainian citizens in FUIB. According to the bank, 92% of individual customers continue their deposits with FUIB, which is one of the highest prolongation rates of existing deposits in Ukraine.
In 2024, more than 130.8 thousand pensioners chose FUIB to service their pension accounts. For recipients of social benefits, FUIB offers free opening and servicing of cards; recipients of social aid can choose cashback categories on a monthly basis; pay for utilities and top up their mobile phones without fees in the FUIB mobile application. Customers can withdraw funds free of charge from ATMs of any bank in Ukraine and replenish their cards without fees.
FUIB customers continued to receive financial aid from the Ukrainian government and international organizations, including the International Committee of the Red Cross in Ukraine and the Ukrainian Red Cross Society, UNICEF, the UN, etc. Due to the increase in unemployment, customers chose FUIB to pay monetary unemployment benefits. More than 35.5 thousand new customers chose FUIB to receive social payments in 2024.
In 2024, FUIB cooperated with more than 14 thousand salary enterprises, serving more than 376 thousand of their employees (an increase of +27.9%). The bank paid considerable attention to military personnel – more than 42 thousand military personnel chose FUIB to receive wages (an increase of 17.3 thousand). Also in 2024, the bank focused on cooperation with educational institutions. 15 Memoranda of cooperation were signed with higher educational institutions of Ukraine. Employees and students of about 90 educational institutions of higher and secondary special education receive scholarships and salaries through our bank.
For salary customers we offer: free issuance and servicing of cards with free cash withdrawals at ATMs of any bank in Ukraine; free transfers to cards of any bank, provided that the transfer is made in hryvnia in the PUMB mobile application, free replenishment of cards by any way; the possibility of connecting cashback, including for utility payments; online currency purchase and conversion; remote channels for opening accounts using Diia and Bank ID; the ability to make salary payments to employees to accounts in different banks within one statement; delivery of payment cards in Ukraine and abroad; timely cash collection of ATMs installed at payroll companies; repayment holidays and loan restructuring programs; an alternative channel for contacting the support service via chat in the mobile application.
FUIB is recognized as the most active participant of the educational project from the NBU "Desired profession is Banker". FUIB became the leader among 27 banks. Salary customers are regularly provided with financial literacy training, as well as information on new opportunities, products and services, "bank days at enterprises" have been introduced. During 2024, more than 150 financial literacy lessons were held, lectures on payment security, workshops, lectures for students by representatives of the bank.
In 2025, the bank plans to work to increase customer opportunities and creates special lending conditions for salary customers. FUIB jointly with the Ministry of Social Policy implements centralization of all social payments to unify and speed up this process.
Providing cash to the state in time of war
Starting in 2023, the situation with the transportation of cash and valuables was largely stabilized, with point-to-point control of collection routes remaining only on routes close to the frontline. At the same time, the main challenges facing the collection units remained the same as in 2022: evacuation of the bank’s valuables and its employees from the combat zones amid constant shelling, bombing and mined transport routes; cash replenishment of ATMs and bank branches under constant shelling; change of the logistics schemes for the supply of foreign cash; providing additional security measures for employees to ensure safe travel and identification at checkpoints; providing the necessary amount of cash to meet all customer needs; accelerated transition to electronic documents, their formation, signature and storage in order to preserve customer personal data. In 2024, work has been further strengthened to improve the efficiency of collection units, including through the use of artificial intelligence.
Partnership with the DGF
In 2024, FUIB continued to actively cooperate with the Deposit Guarantee Fund. In 2024, FUIB paid compensation to 396 customers of insolvent banks for a total amount of over UAH 21.5 million using funds received from the DGF. Of these, 39 people decided to continue cooperation with FUIB and became its customers.
In 2024, FUIB paid UAH 310.7 million in fees to the DGF.
Security of data, people and property
FUIB prefers the security of people, funds, valuables, and data. FUIB paid special attention to fraudulent schemes related to social engineering, fundraising for defenders, and rental of housing by displaced persons. In 2024, the bank implemented a new DDOS protection solution for all remote customer service, which made it possible to successfully counteract attempts at attacks from russian hacker groups. Over the past year, we have saved UAH 62 million on the accounts of 4,475 customers of FUIB thanks to continuous improvement of anti-fraud monitoring.
In 2024, the Security Service implemented the following initiatives to ensure the safety of people and property:
- new modules of the automated physical security risk management system PSIM "Nembus" of the situation centre "CITADEL" were introduced, which made it possible to increase the level of physical security of customers and employees;
- security protocols were updated, and their application has been expanded for operations in the de-occupied territory of Ukraine to ensure the safety of employees and customers in difficult conditions;
- deepening the process of verification of counterparties and partners to prevent interaction with companies associated with the russian federation and the republic of belarus, to reduce the risk of internal fraud and staff safety.
FUIB’s security service actively cooperates with the Cyber Police to identify criminal groups. FUIB’s security experts are actively involved in anti-fraud and cybercrime activities carried out by the Ukrainian Interbank Association of Payment System Members EMA for secure cashless payments in Ukraine.
Customer experience
FUIB studies customer satisfaction using various tools: external surveys, the “Mystery Shopper” program, internal specialized surveys aimed at identifying customer loyalty and experience of interaction in various channels of the bank. Thus, the bank has the most complete information on customer feedback and behavior when interacting with the bank.
In 2024, FUIB continued and expanded its customer experience research, taking into account the experience and needs of both those customers who remained in Ukraine and those who moved abroad.
The FUIB team's deep understanding of the needs and pains of customers located abroad allowed us to implement the following additional benefits for customers, such as "Cashback on transactions abroad", as well as faster access to service by the operator in the call centre. The latter innovation significantly reduced the waiting time and allowed customers to quickly get the necessary information without additional roaming charges. Also, during the year, research and service design projects were conducted, which were able to make the customer path with current and new international transfer systems (Tranfer Go, Intel Express) even more understandable and easy. Additionally, in response to the needs of mobile application users who use the currency exchange service, the project "Application for currency exchange at the desired exchange rate" was implemented, which allows customers to have access to the exchange at the desired exchange rate. Along with this opportunity, the customer may now set up notifications about currency exchange rate changes in the application.
In 2024 FUIB updated the "Benefits" section in the FUIB mobile application, expanding the opportunity for the customers to save on purchases and earn additional income. One of the key innovations is the integrated platform, where customers can see all offers from partners in one place – from free installments to a full list of cashback promotions. This makes it easy to compare options and choose the most profitable financial solution. This approach solved one of the key problems of the customers, i.e. the difficulty in finding cashback offers in the application, making the selection process easier and more convenient.
As to the customers who are individual entrepreneurs, in-depth and systematic work to study their pain and needs was carried out, as well as understanding all the "service gaps" that the customer may potentially experience when interacting with the bank. The focus on improving the customer experience has become part of the strategy in this area.
In 2024, the customer experience team with FUIB conducted a series of studies by our own and external resources on the development of an inclusive bank. The study helped to better understand people who have both partial and complete health problems, their needs, difficulties, experience both in interacting with banks, and in general. Research and testing of channels of interaction between customers with disabilities and the bank was also conducted to identify development zones to further improve the experience of such customers.
The bank pays special attention to handling customer complaints and suggestions. FUIB has implemented the project Single Call Centre with maximum automation of processes, quick resolution of customer issues, and prompt customer feedback. The process of receiving a notification of fixing an application with a specified review period and a notification in case of extension of the deadline has been set up. Due to the introduction of a unified system for processing requests, more than 85% of customer complaints are resolved in three business days and more than 50% of complaints are resolved in 1 business day.
According to the results of an external study of customer loyalty by InMind, FUIB is among the TOP 3 market leaders in terms of NPS. The increase in the indicator for 2024 is +3.0 percentage points (in 2023 – 60%). The main driver was the FUIB mobile application, because it is the main reason to consider the bank as the main one and recommend it. The growth was due to the focus on system stability, expanding functionality, implementing up-to-date solutions for service operations, redesign and maximum intuitiveness of the application.
Based on the results of an external study of the main indicators of brand health from InMind, FUIB shows a noticeable positive trend in 2024. FUIB ranks 3rd in terms of the first named bank and 4th in terms of spontaneous and general knowledge. In 2024, FUIB will also significantly increase the level of use and consideration of the bank, as well as loyalty to it. FUIB ranks 4th in terms of using the bank, 3rd in terms of considering the bank for cooperation, and also ranks 3rd in terms of customer loyalty to the bank. In addition, FUIB has a strong position on the indicator of the main bank – it occupies the 2nd position among all banks (35% of FUIB's customers consider FUIB to be the main bank). Also in 2024, FUIB significantly strengthened its image profile, significantly increasing its indicators for almost every attribute.
In 2024, the bank's investments in improving the customer experience amounted to UAH 13.7 million.
Customer-centric business model
Improving and simplifying cooperation with the bank
The client is the key value of FUIB. Each employee does everything possible to make the cooperation between the client and the bank easy and simple. For the convenience of customers, all operating branches of the FUIB network, which numbered 211 at the end of 2024, have self-service areas with payment terminals where customers can carry out banking transactions themselves. The bank’s cash desks offer cash withdrawals using PayPass and PayWave contactless technologies. Free Wi-Fi is available in all branches. Also, for the comfort of customers-entrepreneurs, the bank equips geographically remote cash desks and counselling services points within their premises. In addition, the bank creates 24/7 zones in its branches with round-the-clock access to banking services: by the end of the year, these zones were operating in 111 branches.
Due to the ongoing hostilities and rocket attacks caused by the full-scale war, the bank is sometimes forced to close branches. In 2024, 5 branches were closed. Some branches in Donetsk, Ivano-Frankivsk, Vinnytsia regions, Kharkiv, Zaporizhzhia, Kyiv, Kryvyi Rih, as well as in other cities were damaged as a result of enemy attacks. The bank responded promptly, carried out recovery measures and resumed operations where possible.
In 2024, 3 new FUIB branches were opened. In particular, for the possibility of providing banking services to the military, a branch was opened in the village of Desna, Chernihiv region. The operation of the branch in Kramatorsk, Donetsk region, has been resumed.
In 2024, in some branches in small towns, the bank expanded the list of operations provided to customers, namely: cash registers were built in 6 branches, and additional cash registers were built in 2 branches. New cash registers in the branches were built taking into account accessibility for low-mobility groups of the population.
In the autumn of 2022, due to the intensification of russia’s attacks on the country’s critical infrastructure, all systemically important banks, including FUIB, united to create POWER BANKING at the initiative of the National Bank of Ukraine. This is a joint network of bank branches across Ukraine that operate and provide banking services to customers even in a critical situation during a blackout. The branches of the joint network are provided with alternative energy sources and backup communication channels, have enhanced cash collection and additional staff. Currently, 89 FUIB branches are part of the general banking network of Power Banking.
In 2024, the bank continued to equip its branches with generators, starlinks and uninterruptible power supplies to ensure continuous operations and provide financial services to customers under any conditions. All 211 branches of the bank were provided with the possibility of using generators in the event of a power outage. Also, all branches have two communication channels. Currently, Starlink satellite terminals are installed in 76 (including 71 on-duty) branches, which makes it possible to provide communication to almost the entire list of on-duty branches.
In 2024, FUIB continued to work on expanding the possibilities of obtaining consumer lending in small towns and villages to improve the well-being of the population. In 2024, at 550 bank’s express sale points, it was possible to receive financial advice, as well as to apply for a loan for goods, a cash loan and a credit card. About 115 thousand customers used the bank’s services in small towns. Customers could receive up to UAH 150 thousand.
The use of smartphones for servicing helped to significantly reduce the time required to process loans and make the process more convenient for customers. In 2024, it became possible to design a new product "Pay in installments" via smart phone. During the year, more than 800 new partner stores were attracted to this program, which made it possible to make customer purchases even more accessible. In 2024, the cash loan processing process was switched to a paperless process.
In 2024, FUIB provided an opportunity to receive consumer loan for the purchase of goods and services in 5261 partner stores (year-on-year growth +204), including in online stores, in 351 (growth +24) localities of Ukraine. The bank’s employees not only offered to apply for the bank’s products, but also actively taught the customers how to manage their finances remotely.
FUIB, together with its partners, ensured the availability of customer purchases through interesting promotions and provided opportunities for receiving installments when paying for goods with a credit card. An important achievement was the introduction of new digital solutions that significantly reduced the loan processing time and made the process even more convenient for customers.
We actively developed Partner Cashback loyalty program, encouraged the bank's customers to spend money in the networks of our partners and receive an additional bonus in the form of cashback from them. More than 100 partners offered cashback for purchases in online stores through the FUIB mobile application. In 2024, the program was used by 234 thousand customers, who received UAH 25 million in cashback, and partners received an additional turnover of UAH 644 million.
In early 2024, FUIB was the first bank to launch "Cashback Stores" service, which allows customers to receive cashback for purchases in online stores through the FUIB mobile application. The service brought together more than 100 partners and attracted more than 500 thousand customers who had the opportunity to refund up to 22% of the purchase for payment by card or cash.
"Pay in Installments" banking program during this year was expanded to more than 150 partners (at the beginning of 2024 there were 66). A convenient service for easy login via "FUIB Business" Internet banking has been created for partners to connect to the consumer lending program.
At the end of 2024, FUIB served more than 1.8 million active private customers. During the year, the active customer base increased by more than 300 thousand customers (+21%), of which 63% were attracted through remote channels. The number of new customers of the bank in 2024 was 765 thousand compared to 470 thousand in 2023. The increase was 295 thousand customers, or 63%.
New customers were attracted by updating digital onboarding, that is a simplified questionnaire for quick registration of products and reading NFC for ID-card, upgrading the "ICANall Online" card, as well as remote control of a Single lending limit.
The most popular products among customers in 2024 were the following:
- FUIB mobile application, due to active development and expansion of its functionality;
- debit card accounts, due to favorable terms of service, introduction of new methods of remote identification, the possibility of opening a debit package of services "National Cashback" under the state program of support for citizens;
- salary card accounts, through active product promotion, implementation of salary and card projects;
- credit cards and a Single lending limit, due to the update of digital onboarding, modernization of the "ICANall Online" card – now it is for own and lending funds.
In 2024, the Single lending limit and Credit card were most popular. At the end of 2024, 754 thousand Single lending limits were set for a total amount of UAH 28.1 billion. These products have become available to Ukrainians abroad with phone numbers of Ukrainian and foreign operators. Also, the implementation of remote control of a Single lending limit has become very popular due to the ability to independently increase and decrease the lending limit in the mobile application.
In 2024, debit card allCARD also did not leave its position among popular products. This product is used both for personal funds in various currencies, and for receiving wages from employers and social benefits from the state. Due to its simplicity and clarity for the customer, as well as the absence or minimum fee on transactions, allCARD has become a reliable assistant for customers in solving their daily financial issues.
Customers are increasingly taking advantage of new opportunities. During the year, the number of customers making financial transactions increased by 22%: utility bills and money transfers. Transaction activity of customers in POS terminals also increased by 41%. The number of customers who started using services increased (by 18%), in particular, the choice of cashback categories and the use of service operations (statements, templates, etc.).
In 2024, the bank launched new simplified process for attracting customers via the FUIB mobile application. Now the process has become even more convenient, with the possibility of identification through the Diia app or through self-photographing an identification document (passport book or ID card) and request identification data and financial phone number in UBCH. It is also possible to register customers with foreign phone numbers, which allows attracting Ukrainians who are abroad. For convenience and additional security, the bank has introduced a modern way to sign a contract using Diia.Signature (for customers who choose the appropriate identification method using the Diia). After completing this process and receiving approval from the bank, customers may receive a Single lending limit that they may use for credit cards, buying goods in installments, or receiving additional funds through "Money in Installments".
In 2024, FUIB offered its customers new debt restructuring programs such as "Loan holidays", which are available in the mobile application, and refinancing, to help those who have experienced temporary difficulties in performing their loan obligations.
FUIB mobile application continued to develop actively in 2024. The number of active users at the end of 2024 was more than 1.6 million, an increase of more than 300 thousand people over the year. Users started using more services in the application, and on average, activity increased by 15%.
The bank added new services for Ukrainians abroad: health insurance, low fee (0.9%) on currency transfers, SWIFT transfers from a hryvnia account and a special support group for requests, 8 international payment systems in the application, unlimited and free currency transfers between relatives and delivery of cards to any country over the world.
In 2024, card delivery service abroad gained popularity, which was ordered by 1,460 customers, of whom 27% became active users of the bank.
We have provided unique opportunities for currency transactions: customers may automatically buy/sell currency at the desired exchange rate, receive discounts on the currency exchange rate for regular purchases, subscribe to exchange rate changes, and transfer currency transfers in installments.
The bank improved remote customer experience: it is possible to order any information online, access to transfer limits or restrictions from the NBU, display the necessary products on the main screen, access to the balance of hryvnia cards in the selected currency, re-identification via video calls without visiting a branch.
In 2024, the bank introduced a new social initiative "National Cashback" in which customers receive 10% cashback from the state for purchases of Ukrainian-made goods. Also, an additional impetus to the opening of the package was the start of payment of assistance under the "Winter Support" program to the accounts of "National cashback" service packages.
To ensure the opportunity to use the "Winter Support" program for certain categories of citizens (the elderly, parents with many children, etc.), the bank additionally implemented the process of applying for payment under the program through a physical service channel – a bank branch. From September to the end of 2024, more than 397 thousand packages of National Cashback services were opened and UAH 254 million was credited to the accounts of these packages.
In addition, FUIB continues to actively work with state support programs. In 2024, 22 thousand service packages "eSupport" were opened, for those assistance was received from the state in the amount of more than UAH 39 million. Customers also received payments under the program "eRenewal" for housing restoration: in 2024, UAH 93 million was paid for 954 customers.
According to the current NBU data, FUIB entered the TOP 3 banks of Ukraine in terms of the amount of the term deposit portfolio of individual customers in UAH and the top 10 largest banks in Ukraine in terms of other key indicators. As a result of a balanced policy, the bank is trusted by its customers. According to official NBU statistics, FUIB ranked 2nd among all Ukrainian banks in terms of growth of term deposits in UAH and foreign currency, as well as the growth of all retail business liabilities in the first half of 2024. Individual account balances – FUIB's customers are growing faster than the overall indicators of the country's banking market. Growth for 12 months of 2024 was 12%.
As of December 31, 2024, more than 121 thousand individuals kept their deposits in the bank, on average, such customers have 2 open deposits in FUIB. Such indicators specify the exceptional trust of Ukrainian citizens in FUIB. According to the bank, 92% of individual customers continue their deposits with FUIB, which is one of the highest prolongation rates of existing deposits in Ukraine.
In 2024, more than 130.8 thousand pensioners chose FUIB to service their pension accounts. For recipients of social benefits, FUIB offers free opening and servicing of cards; recipients of social aid can choose cashback categories on a monthly basis; pay for utilities and top up their mobile phones without fees in the FUIB mobile application. Customers can withdraw funds free of charge from ATMs of any bank in Ukraine and replenish their cards without fees.
FUIB customers continued to receive financial aid from the Ukrainian government and international organizations, including the International Committee of the Red Cross in Ukraine and the Ukrainian Red Cross Society, UNICEF, the UN, etc. Due to the increase in unemployment, customers chose FUIB to pay monetary unemployment benefits. More than 35.5 thousand new customers chose FUIB to receive social payments in 2024.
In 2024, FUIB cooperated with more than 14 thousand salary enterprises, serving more than 376 thousand of their employees (an increase of +27.9%). The bank paid considerable attention to military personnel – more than 42 thousand military personnel chose FUIB to receive wages (an increase of 17.3 thousand). Also in 2024, the bank focused on cooperation with educational institutions. 15 Memoranda of cooperation were signed with higher educational institutions of Ukraine. Employees and students of about 90 educational institutions of higher and secondary special education receive scholarships and salaries through our bank.
For salary customers we offer: free issuance and servicing of cards with free cash withdrawals at ATMs of any bank in Ukraine; free transfers to cards of any bank, provided that the transfer is made in hryvnia in the PUMB mobile application, free replenishment of cards by any way; the possibility of connecting cashback, including for utility payments; online currency purchase and conversion; remote channels for opening accounts using Diia and Bank ID; the ability to make salary payments to employees to accounts in different banks within one statement; delivery of payment cards in Ukraine and abroad; timely cash collection of ATMs installed at payroll companies; repayment holidays and loan restructuring programs; an alternative channel for contacting the support service via chat in the mobile application.
FUIB is recognized as the most active participant of the educational project from the NBU "Desired profession is Banker". FUIB became the leader among 27 banks. Salary customers are regularly provided with financial literacy training, as well as information on new opportunities, products and services, "bank days at enterprises" have been introduced. During 2024, more than 150 financial literacy lessons were held, lectures on payment security, workshops, lectures for students by representatives of the bank.
In 2025, the bank plans to work to increase customer opportunities and creates special lending conditions for salary customers. FUIB jointly with the Ministry of Social Policy implements centralization of all social payments to unify and speed up this process.
Providing cash to the state in time of war
Starting in 2023, the situation with the transportation of cash and valuables was largely stabilized, with point-to-point control of collection routes remaining only on routes close to the frontline. At the same time, the main challenges facing the collection units remained the same as in 2022: evacuation of the bank’s valuables and its employees from the combat zones amid constant shelling, bombing and mined transport routes; cash replenishment of ATMs and bank branches under constant shelling; change of the logistics schemes for the supply of foreign cash; providing additional security measures for employees to ensure safe travel and identification at checkpoints; providing the necessary amount of cash to meet all customer needs; accelerated transition to electronic documents, their formation, signature and storage in order to preserve customer personal data. In 2024, work has been further strengthened to improve the efficiency of collection units, including through the use of artificial intelligence.
Partnership with the DGF
In 2024, FUIB continued to actively cooperate with the Deposit Guarantee Fund. In 2024, FUIB paid compensation to 396 customers of insolvent banks for a total amount of over UAH 21.5 million using funds received from the DGF. Of these, 39 people decided to continue cooperation with FUIB and became its customers.
In 2024, FUIB paid UAH 310.7 million in fees to the DGF.
Security of data, people and property
FUIB prefers the security of people, funds, valuables, and data. FUIB paid special attention to fraudulent schemes related to social engineering, fundraising for defenders, and rental of housing by displaced persons. In 2024, the bank implemented a new DDOS protection solution for all remote customer service, which made it possible to successfully counteract attempts at attacks from russian hacker groups. Over the past year, we have saved UAH 62 million on the accounts of 4,475 customers of FUIB thanks to continuous improvement of anti-fraud monitoring.
In 2024, the Security Service implemented the following initiatives to ensure the safety of people and property:
- new modules of the automated physical security risk management system PSIM "Nembus" of the situation centre "CITADEL" were introduced, which made it possible to increase the level of physical security of customers and employees;
- security protocols were updated, and their application has been expanded for operations in the de-occupied territory of Ukraine to ensure the safety of employees and customers in difficult conditions;
- deepening the process of verification of counterparties and partners to prevent interaction with companies associated with the russian federation and the republic of belarus, to reduce the risk of internal fraud and staff safety.
FUIB’s security service actively cooperates with the Cyber Police to identify criminal groups. FUIB’s security experts are actively involved in anti-fraud and cybercrime activities carried out by the Ukrainian Interbank Association of Payment System Members EMA for secure cashless payments in Ukraine.
Customer experience
FUIB studies customer satisfaction using various tools: external surveys, the “Mystery Shopper” program, internal specialized surveys aimed at identifying customer loyalty and experience of interaction in various channels of the bank. Thus, the bank has the most complete information on customer feedback and behavior when interacting with the bank.
In 2024, FUIB continued and expanded its customer experience research, taking into account the experience and needs of both those customers who remained in Ukraine and those who moved abroad.
The FUIB team's deep understanding of the needs and pains of customers located abroad allowed us to implement the following additional benefits for customers, such as "Cashback on transactions abroad", as well as faster access to service by the operator in the call centre. The latter innovation significantly reduced the waiting time and allowed customers to quickly get the necessary information without additional roaming charges. Also, during the year, research and service design projects were conducted, which were able to make the customer path with current and new international transfer systems (Tranfer Go, Intel Express) even more understandable and easy. Additionally, in response to the needs of mobile application users who use the currency exchange service, the project "Application for currency exchange at the desired exchange rate" was implemented, which allows customers to have access to the exchange at the desired exchange rate. Along with this opportunity, the customer may now set up notifications about currency exchange rate changes in the application.
In 2024 FUIB updated the "Benefits" section in the FUIB mobile application, expanding the opportunity for the customers to save on purchases and earn additional income. One of the key innovations is the integrated platform, where customers can see all offers from partners in one place – from free installments to a full list of cashback promotions. This makes it easy to compare options and choose the most profitable financial solution. This approach solved one of the key problems of the customers, i.e. the difficulty in finding cashback offers in the application, making the selection process easier and more convenient.
As to the customers who are individual entrepreneurs, in-depth and systematic work to study their pain and needs was carried out, as well as understanding all the "service gaps" that the customer may potentially experience when interacting with the bank. The focus on improving the customer experience has become part of the strategy in this area.
In 2024, the customer experience team with FUIB conducted a series of studies by our own and external resources on the development of an inclusive bank. The study helped to better understand people who have both partial and complete health problems, their needs, difficulties, experience both in interacting with banks, and in general. Research and testing of channels of interaction between customers with disabilities and the bank was also conducted to identify development zones to further improve the experience of such customers.
The bank pays special attention to handling customer complaints and suggestions. FUIB has implemented the project Single Call Centre with maximum automation of processes, quick resolution of customer issues, and prompt customer feedback. The process of receiving a notification of fixing an application with a specified review period and a notification in case of extension of the deadline has been set up. Due to the introduction of a unified system for processing requests, more than 85% of customer complaints are resolved in three business days and more than 50% of complaints are resolved in 1 business day.
According to the results of an external study of customer loyalty by InMind, FUIB is among the TOP 3 market leaders in terms of NPS. The increase in the indicator for 2024 is +3.0 percentage points (in 2023 – 60%). The main driver was the FUIB mobile application, because it is the main reason to consider the bank as the main one and recommend it. The growth was due to the focus on system stability, expanding functionality, implementing up-to-date solutions for service operations, redesign and maximum intuitiveness of the application.
Based on the results of an external study of the main indicators of brand health from InMind, FUIB shows a noticeable positive trend in 2024. FUIB ranks 3rd in terms of the first named bank and 4th in terms of spontaneous and general knowledge. In 2024, FUIB will also significantly increase the level of use and consideration of the bank, as well as loyalty to it. FUIB ranks 4th in terms of using the bank, 3rd in terms of considering the bank for cooperation, and also ranks 3rd in terms of customer loyalty to the bank. In addition, FUIB has a strong position on the indicator of the main bank – it occupies the 2nd position among all banks (35% of FUIB's customers consider FUIB to be the main bank). Also in 2024, FUIB significantly strengthened its image profile, significantly increasing its indicators for almost every attribute.
In 2024, the bank's investments in improving the customer experience amounted to UAH 13.7 million.
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