Agency Banking
INVESTMENT
DURATION
START DATES
DELIVERY MODE
ASSESSMENT
COURSE OVERVIEW
This one-day training course is designed to equip bank agents with the knowledge and skills needed to effectively deliver banking services to customers. It provides an in-depth understanding of the agent’s role in financial inclusion, operational excellence, compliance, and customer service. Participants will also learn to manage risks, utilize technology, and build strong customer relationships, ensuring success in their role as a critical extension of the bank’s services.
COURSE OBJECTIVE
TARGET AUDIENCE
Current and aspiring bank agents. • Retail shop owners and other entrepreneurs interested in becoming bank agents. • Agents looking to enhance their knowledge of compliance, technology, and customer service in banking operations.
ustomer Service Excellence • Communicating effectively with customers. • Handling customer complaints professionally. • Building Trust and Loyalty • Ensuring consistency and reliability in service delivery. Using Agent Banking Tools and Systems • Overview of mobile devices, POS machines, and bank systems. • Troubleshooting common technical issues. Operational Best Practices • Cash management and record-keeping. • Ensuring transaction accuracy.
WHAT YOU WILL STUDY
Introduction to Agency Banking • Definition and importance in financial inclusion. • Roles and responsibilities of bank agents. • Key Benefits of Agency Banking Banking Services Provided by Agents • Deposits, withdrawals, and balance inquiries. • Bill payments and mobile money services. • Loan disbursements and repayments. Promoting Additional Services • Cross-selling opportunities. • Building long-term customer relationships. Regulatory Compliance • Know Your Customer (KYC) and Anti-Money Laundering (AML) practices. • Data privacy and confidentiality. • National Payment’s Systems Act • Consumer Protection Guidelines Risk Management for Agents • Fraud detection and prevention. • Reporting irregularities to the bank. • Internal Controls Security and vigilance.
LEARNING OUTCOMES
By the end of the course, participants will be able to: • Explain the importance of agency banking in promoting financial inclusion. • Identify the range of products and services offered by bank agents. • Observe and apply relevant regulations in daily operations. • Recognize and prevent potential fraud or irregular transactions. • Effectively communicate and build trust with customers. • Handle customer complaints professionally and efficiently. • Operate agency banking tools such as mobile devices and POS systems. • Troubleshoot common operational issues to ensure seamless service delivery. • Manage cash flow, maintain accurate records, and ensure transaction accuracy. • Implement best practices for service consistency and reliability.
