Trust Bank's app pushes mobile banking into a new era of convenience

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• Inclusivity has remained central to Trust Money's design. From a bilingual interface to simplified transaction flows, we ensure that students, working professionals, and even retired customers can comfortably navigate digital banking.

Since the launch of Trust Money in 2020, I have watched our mobile banking app grow from a modest digital tool into one of the most comprehensive and user-centric financial platforms in Bangladesh.

When we first introduced the app, it focused largely on essential services—balance inquiries, fund transfers, and basic account information. It served its purpose, but we knew it was just the beginning of a much larger digital journey. Over time, driven by customer expectations and the rapid shift toward mobile-first behaviour, Trust Money evolved into a robust ecosystem offering more than 35 features designed to empower users with convenience, speed, and control.

Today, customers can open FDRs and DPS accounts instantly, manage debit cards, pay credit card bills, recharge their phones, and settle school fees directly from their smartphones. Every upgrade has been deliberate, backed by data and user feedback. This continuous improvement has helped us refine the interface, reduce processing time, and maintain the reliability users expect. With more than 0.4 million people now relying on Trust Money, we understand the responsibility that comes with being a digital banking partner for such a diverse user base.

Infographics: TBS

In an increasingly competitive digital banking landscape, differentiation goes beyond adding new features—it requires understanding what customers value most. For us, that has meant creating a platform that offers functionality, inclusivity, and genuine convenience. Trust Money allows users to instantly activate or block debit cards, reset their PINs, update essential information, and download account statements and certificates whenever they need. Our integration of Bangla QR payments and A-Challan services has made the app particularly relevant in everyday life, reflecting our vision of offering "branchless convenience" to customers no matter where they are.

Cost efficiency is another area where Trust Money stands out. Zero-charge NPSB transfers and our integration with leading mobile financial services like bKash, TAP, and Nagad make the app one of the most versatile financial platforms available. These features enable customers to manage cross-platform transactions effortlessly without worrying about unnecessary service costs—a crucial factor for many users in Bangladesh.

One of the most meaningful transformations brought by Trust Money is the new dimension it adds to customer trust and engagement. When banking becomes accessible 24/7 through a device people use constantly, it naturally creates a sense of closeness and transparency. Real-time alerts, self-service options, and instant confirmation of transactions assure customers that their financial activities are secure, visible, and firmly in their control. As customers spend more time engaging digitally, they also provide insights that help us improve and innovate further.

This shift to digital has had a profound impact on our operational efficiency as well. Routine tasks that once required branch visits or calls to customer service—checking balances, transferring funds, requesting statements—now happen directly through the app within seconds. This transition is reflected in our transaction growth: from just 0.8 million transactions in 2020 to more than 12.7 million in 2024. The surge highlights not only customer confidence in Trust Money but also a broader national shift toward mobile app–based financial behaviour. With fewer routine queries funneling into branches and call centers, our teams can devote more time to personal interaction, relationship management, and handling complex financial solutions.

Inclusivity has been a guiding principle throughout this digital expansion. As technology becomes more central to banking, it is essential to ensure that no segment of society feels left behind. Trust Money is intentionally designed to be simple, intuitive, and bilingual, so customers from all backgrounds—from students to senior citizens—can navigate it comfortably. Each transaction flow has been optimized to minimize steps, while visual cues help guide users smoothly through the process. At the same time, our branches and call center teams actively assist customers who may be unfamiliar with digital banking, guiding them through onboarding, app setup, and everyday transactions. This combination of digital accessibility and human support makes Trust Money a truly inclusive platform.

Of course, none of this would matter without strong security. In a global environment where cyber threats continue to grow, protecting customer data is paramount. Trust Money has been built with a "security-first" philosophy. We employ Two-Factor Authentication, device binding, dynamic key-based encryption, secure data transmission, and biometric login. Our adherence to global OWASP standards further strengthens the platform against emerging vulnerabilities. Yet, while our security infrastructure is rigorous, the user experience remains straightforward and frictionless—because we believe customers should feel protected without feeling burdened.

Looking ahead, Trust Money will play an even more significant role in shaping the future of digital financial services in Bangladesh. We are currently working on several upgrades, including interoperable QR payments, utility bill payments, QR-based branch cash-out, and full integration with the National Payment Authority. We aim to go beyond traditional banking by introducing digital lending, micro-savings, investment tools, and lifestyle-oriented features—all within a single platform. Our broader vision is to support Bangladesh's shift toward a cashless, connected, and financially empowered future, where Trust Money serves as the central gateway for everyday financial needs.

As we move forward, our commitment remains the same: to keep listening to our customers, to innovate responsibly, and to make Trust Bank's digital journey as seamless, inclusive, and future-ready as possible.