KCB has upgraded its mobile banking app with robust security features to protect customers from fraud while ensuring seamless access to banking services.
The platform allows users to check balances, pay bills, open accounts, and create fixed deposits from their smartphones, both locally and abroad.
Beyond convenience, the focus of the redesign is to safeguard users against unauthorized access and cyber threats.
Phone number verification adds a new layer of protection
Kevin Mathews Okeyo, Senior Manager, Digital Experience –DFS at KCB, on Tuesday, explained that the bank partnered with a major telecom operator to validate mobile phone numbers.
“We retrieve the number, as opposed to you entering it. This offers the customer more security because you don’t need to worry about someone else entering your number and trying to access your app,” he said during an interview with Radio Generation.
He added that this verification is a one-time check, after which customers can switch to WiFi and continue using the app without interruptions.
Okeyo highlighted the challenges that prompted the security improvements, noting that fraud attempts remain common.
“We have had huge cases of ‘I’ve sent you money or I have not sent you money,’ quote unquote. You receive an SMS telling you, for example, your child is sick in school, please send money to this number. And fraudsters…,” he said.
He explained that while some users can detect such scams, others are vulnerable, especially in a mass-market environment with diverse customer awareness levels.
KCB urges customers to stay alert and protect their accounts
To help customers navigate these risks, KCB has stepped up guidance on safe banking practices.
“If someone calls you from a banking institution and pretends that they are from the bank, please verify. We will not call you to ask you for your PIN or OTP at any given point,” Okeyo stressed.
The bank’s awareness campaigns include SMS alerts, social media updates, and direct engagement with customers to address their questions and concerns.
Customers have responded positively to the new features, appreciating the combination of convenience and protection.
KCB believes that the enhanced security measures, along with continued education, will help customers feel more confident using digital banking services and shield them from fraud.