Can We Have More Bankers Like Victoria Mulero? An Epitome of 'Omoluabi'

In February of this year, I needed to open a new bank account for payroll purposes, as required by the management of the new company I had just joined. I considered First Bank, Access Bank, and Sterling Bank. After some thought, I chose Sterling Bank—not because I thought they were superior, but because I believed they had fewer customers, which I hoped would save me from long queues and unnecessary delays. I visited the Sterling Bank branch in Akowonjo to open the account. Unfortunately, the staff member who attended to me did not inspire confidence. She appeared distracted, smiling at her phone and clearly engrossed in a private chat, far from the professionalism one would expect in a banking environment. I had a feeling this would lead to problems later on. My suspicions were confirmed when my first salary was deposited into the account. Sterling Bank restricted access to my funds; I couldn’t transfer money or withdraw at the counter. I visited their Fatai Atere branch in Ladipo, Mushin, to lodge a complaint, where I was informed that the account opened for me was a “Kaikai” account—a type I had never heard of. Apparently, this account type is meant for individuals who lack the required documents during account creation. However, I had submitted all the necessary documents, so why was such an account opened for me? At the Fatai Atere branch, I was attended to by a remarkable banker named Victoria Mulero. She requested my National Identification Number (NIN), which I didn’t have on me. Rather than send me back home, she asked if I had a digital copy. I did, and she graciously provided her email address so I could forward it to her. With that, she resolved the issue promptly and professionally. However, in March, the same restriction occurred again. I returned to the Fatai Atere branch, and once again, Victoria Mulero handled my complaint with efficiency and kindness, resolving it without delay. I hoped the matter was finally settled, but when my April salary arrived, the restriction was imposed once more. This time, I was beyond frustrated and ready to switch banks for my salary account. Still, I visited the Fatai Atere branch one last time. Once more, Victoria Mulero took charge and resolved the issue with grace and determination. 

 This write-up is a tribute to Victoria Mulero of Sterling Bank, Fatai Atere branch. She is a rare gem—respectful, diligent, and genuinely customer-focused. Victoria went above and beyond, following up with the Akowonjo branch through calls and emails until the matter was fully resolved. She handled every situation with patience and empathy, treating her job as if the bank belonged to her family. To be honest, I’ve had unpleasant experiences with many bankers, especially female staff. Too often, they carry personal frustrations into the banking hall and take them out on customers. But Victoria is different. She exemplifies what true customer service should be. While we may not all be the same, treating people with respect and kindness is a skill that can be learned, and Victoria clearly possesses it. Let’s celebrate her for being a model professional and a beacon of hope in an industry that too often lacks empathy. Without any fear of contradiction, I confidently assert that Victoria Mulero is a great ambassador for Sterling Bank. Her parents also deserve commendation for raising such a well-mannered daughter and instilling in her the values of 'omoluabi.' We need more professionals like Victoria Mulero in our banking industry. Seun Jacob Ogunbiyi Known as Olùkọ́, the therapeutic writer and Lagos-based journalist