The dfcu Personal Mobi Loan is redefining access to credit in Uganda — fully digital, available 24/7, and designed to meet both urgent needs and everyday expenses. In this candid Q&A, Jonathan Joseph Ngondwe explains how the product is transforming lives and businesses through convenience, flexibility, and financial inclusion — from instant disbursements via app or USSD to unique features like multiple drawdowns and flexible repayments. Positioned against fintechs and telecom lenders, the Personal Mobi Loan stands out by combining trust, higher limits, and responsible lending under a regulated bank, making it a true game-changer for both personal and business customers.
Jonathan, before we get into the details, can you tell us how the dfcu Personal Mobi Loan fits into the bank’s broader mission of transforming lives and businesses?
The dfcu Personal Mobi Loan really fits into our broader perspective of transforming lives and businesses for our customers. It’s about providing quick and accessible credit that can truly make a difference in people’s lives. We know that, as ordinary Ugandans, we often face situations where we can’t close certain emergencies or we need to restock our businesses but don’t have the capacity at that moment. That’s where dfcu comes in — to give our customers that extra push, helping them close those financial gaps so that, in the long run, they can transform both their lives and their businesses.
And I know the bank is very strong on digital access and financial inclusion. What role does the dfcu Personal Mobi Loan play in that bigger picture?
The role this product plays is that customers don’t have to come to the branch or fill in any paperwork, and they don’t have to provide any collateral. It’s entirely digital, which speaks directly to our broader perspective of being a digital bank. All a customer needs is a mobile phone — whether it’s a smartphone or a feature phone — and they should be able to access this product from wherever they are. This means we’re extending convenient, barrier-free access to credit without the traditional hurdles, making it easier for more people to benefit from our services.
For someone hearing about this product for the first time — because they’ve probably seen the name ‘Personal Mobi Loan’ and have an idea — but in your own words, how would you describe it?
The dfcu Personal Mobi Loan is a fully digital product — a digital credit facility that customers can access directly on their mobile phones. All they need is the dfcu QuickApp or USSD short code *240#, and they must have been a dfcu customer for at least six months for us to be able to grant them the product. One of its strengths is accessibility — customers can use it whether they have a feature phone or a smartphone, making it easy for anyone to benefit from.
Can you walk us through the process of applying for the loan — both for customers using the dfcu QuickApp on smartphones and those using the *240# USSD code on feature phones?”
For customers with smartphones, the process is simple — just log into the dfcu QuickApp, enter your credentials, go to the ‘Loan’ section, and tap on ‘Loan Application.’ You’ll see your loan limit, follow the prompts, and the money will be disbursed within minutes. For customers who prefer the USSD channel, this is also available and completely free — it’s zero-rated. Just dial 240#, select ‘Loan Services, then MobiLoan’ enter the details based on your available limit, choose the amount you want, follow the prompts, and enter your PIN. Once you confirm, the money is received instantly.
How does the Personal Mobi Loan differ from the SME Mobi Loan? And for someone who owns a business but also has a personal account with the bank, can they qualify for loans on both sides?
From our market research, we found that the needs of an individual are quite different from those of a business owner. That is why we have two distinct products — the Personal Mobi Loan and the SME Mobi Loan. For example, the maximum limit for the Personal Mobi Loan is UGX 2 million, while the SME Mobi Loan goes up to UGX 5 million, because business needs usually outweigh those of individuals.
Now, if you are an individual who also operates a business, we encourage you to open an enterprise account so that you can access the SME Mobi Loan and benefit from the higher limits. At the same time, the bank uses a unique identifier to link all your accounts, so we classify you where you fit best. This means that if your primary activity is business, even though you also hold a personal account, we will guide you under the SME category so that you get the product that best matches your needs.
In your view, what makes the dfcu Personal Mobi Loan unique compared to other digital loan products in the market, and why should a customer choose it over the alternatives?
What really makes the dfcu Personal Mobi Loan stand out from other players in the market is the multiple drawdowns feature. This allows customers to draw down exactly what they need, when they need it, and repay flexibly. For example, if a customer has a loan limit of UGX 1 million but only needs UGX 100,000 at that moment — say to fix a car — they can take just that amount. The remaining UGX 900,000 stays available for later use. Unlike other providers, we don’t tie the repayment to the date of the first drawdown. Instead, we give customers flexible repayment periods, which helps them manage their credit much better and use the facility in line with their real financial needs.
From the customer stories and experiences you’ve gathered so far, what are some of the most common situations where people have found the Personal Mobi Loan most useful?
Most of our customers have been using the Personal Mobi Loan to cover essential expenses. A big number use it to pay off utility bills — mainly UEDCL for electricity and National Water. Others have used it to top up hospital bills when faced with medical emergencies. We also see individuals who run businesses using the product to clear their taxes on time. And of course, many customers use it to meet personal expenses. So overall, it has become a reliable solution for both everyday needs and urgent financial gaps.
Why Weekends No Longer Mean Stalled Business - dfcu’s Weekend Agent Float Loan Is Transforming Uganda.We know there’s still a portion of the market — many of whom would actually benefit from this product — who have a fear of borrowing. What would you say to address those fears, and how does the Personal Mobi Loan reassure customers that it is safe and manageable? And linked to that, what do you think they might be missing out on by not using this product and instead looking elsewhere?
One of the key things we’ve been driving, as part of our financial inclusion agenda, is financial literacy. We know many people want to borrow but are held back by the fear that loans are not a good thing. So we spend time educating our customers to show them that, when managed well, loans can actually be very helpful — especially in closing emergencies or financial gaps that they would otherwise struggle with.
The second assurance is that we are data-driven. We don’t give a customer a loan limit that they cannot manage. Instead, we base it entirely on their transaction history and credit profile. This way, the limit they receive is realistic and affordable for them to pay back.
On top of that, we send regular reminders so customers don’t forget their repayment dates. And we’ve seen numbers improving as a result. So, for us, it’s not just about giving credit — it’s about supporting responsible borrowing and addressing the myth that loans are automatically a bad thing. In reality, if used wisely, the Personal Mobi Loan can help customers solve pressing needs and unlock opportunities they might otherwise miss.
dfcu has always been strong in engaging customers beyond just giving them money — for example, with initiatives like Women in Business, where you not only provide financing but also guidance on how to use it well. In the same way, how are you supporting Personal Mobi Loan customers to ensure the money is put to good use and that they are able to repay comfortably?
The way we follow up with our customers is by encouraging them to use the money for the exact purpose they borrowed it for. That way, the loan serves its intended need and adds real value. One of the things we do, especially with our Women in Business segment, is hold regular engagements to hear directly from them — how the product is working, what challenges they face, and what we can improve. The feedback we’ve received has been very useful and has helped us continuously refine the product to better meet customer needs.
Looking at the data you’re gathering and the projections you’re making, how do you see the Personal Mobi Loan evolving over the next couple of years?
When I look at how the product will evolve, I see a couple of clear directions. Right now, the Personal Mobi Loan is only available to dfcu customers, but based on the feedback we’re receiving from the general public, we believe that in the near future it will also be extended to non-dfcu customers. Of course, we still encourage people to come on board as dfcu customers first, but the long-term goal is to make it more widely accessible.
The other area of evolution is in the loan limits. At the moment, the maximum is UGX 2 million, but from the data we’re collecting, it’s evident that there’s demand for higher amounts. So over time, we expect to revise the limit upward to meet those customer needs. In short, this product is going to keep growing — both in terms of who can access it and the value it can deliver.
When you look at the competition — especially from fintechs and telecom companies that are already offering or partnering to offer digital loans — it’s clear customers now have many choices. In terms of convenience and especially interest rates, how does the dfcu Personal Mobi Loan compare with what’s already in the market?
Our interest rate for the Personal Mobi Loan is 10.8%, which is only slightly above the market average of about 9%. But what really sets us apart is the value we offer beyond the rate. Customers benefit from higher loan limits and greater convenience, which they may not easily find elsewhere. On top of that, as a regulated financial institution, customers can trust that the product we are offering is safe, reliable, and designed with their long-term financial well-being in mind. That combination of trust, higher limits, and convenience is our real competitive advantage compared to fintechs and telecom lenders.
And as we wrap up, if you could leave one key message for someone who is considering taking up the dfcu Personal Mobi Loan, what would it be?
The one key message I would leave with our people is this: let’s embrace the dfcu Personal Mobi Loan. It’s a fully digital, 24/7 product, so you don’t have to wait for a branch to open or go through the usual paperwork and collateral requirements that often hold people back. You can access it on any type of phone — whether a smartphone or a feature phone — through user-friendly platforms like our zero-rated USSD channel, which works perfectly for both urban and rural customers.
For non-dfcu customers, we encourage you to open an account with us, and within six months you too will be able to enjoy this product. With it, you can close your financial gaps quickly and conveniently. In the long run, we believe this is how we will continue transforming lives and businesses together.
