For millions of people in rural and underserved areas, the nearest bank branch is often a full day's journey away, making basic financial services inaccessible and impractical. Agent banking has emerged as a revolutionary solution to this challenge, leveraging a network of trusted local businesses and individuals to serve as human ATMs and points of contact. By bringing financial services directly to communities, this model effectively bridges the last-mile gap, transforming small shops and entrepreneurs into vital hubs for financial inclusion. It is a powerful strategy for expanding access to savings, credit, and payments where traditional brick-and-mortar infrastructure is not feasible.

This course provides a comprehensive and practical guide to designing, launching, and managing a successful agent banking network. You will learn the critical components of a viable business model, from selecting and training agents to implementing robust technology platforms and mitigating operational risks. By exploring best practices and real-world case studies, you will be equipped to build a system that is not only scalable and profitable but also deeply trusted by the communities it serves, ultimately driving a new wave of digital and financial access.

Duration: 5 days

Target Audience:

• Financial institution managers
• Microfinance professionals and executives
• Mobile network operators and digital finance specialists
• Product managers and innovators in FinTech
• Professionals in charge of business development and partnerships
• Regulatory and policy advisors
• Development and humanitarian aid practitioners
• Researchers in financial inclusion
• Social entrepreneurs and startup founders

Objectives:

• Master the core concepts and business models of agent banking.
• Understand the role of agent banking in expanding financial inclusion.
• Develop a strategic plan for building an agent network.
• Select, train, and manage a high-performing agent force.
• Grasp the key technology platforms that power agent banking.
• Identify and mitigate operational and financial risks.
• Design a compelling agent value proposition.
• Understand the importance of liquidity management.
• Explore strategies for building trust and brand loyalty.
• Analyze successful case studies from around the world.

Module 1: The Agent Banking Landscape

• What is agent banking and how it differs from traditional banking
• The business case for agent banking
• The role of agent banking in achieving universal financial access
• A review of different agent banking models
• Key players in the global agent banking ecosystem

Module 2: Agent Network Strategy and Design

• Developing a strategic plan for an agent network
• Market segmentation and identifying target locations
• The optimal size and density of an agent network
• The importance of a well-defined value proposition for agents
• Designing a pilot project for a new network

Module 3: Agent Selection and Onboarding

• Criteria for selecting reliable and trustworthy agents
• The importance of agent screening and due diligence
• A step-by-step guide to agent onboarding
• Providing initial training and ongoing support
• Best practices for agent motivation and performance management

Module 4: Technology Platforms & Integration

• The role of technology in agent banking
• Key features of a robust agent banking platform
• Integrating with a core banking system
• The importance of real-time transaction monitoring
• Designing for low-connectivity environments and basic phones

Module 5: Operational Risk and Fraud Management

• The main operational risks in agent banking
• Identifying and mitigating fraud by agents and customers
• The importance of security protocols and transaction limits
• Using data analytics for fraud detection
• Developing a clear risk management framework

Module 6: Liquidity Management & Business Models

• The challenge of managing cash liquidity in an agent network
• Strategies for cash-in and cash-out operations
• The role of float management
• Understanding the agent business model and profitability
• Developing a viable commission structure

Module 7: Customer Trust and Agent Relations

• The critical role of trust in agent banking
• Building a strong relationship with your agent network
• Training agents to be trusted community ambassadors
• Handling customer complaints and disputes
• The importance of transparency and clear communication

Module 8: Product & Service Delivery

• The core services offered through agent banking (payments, deposits)
• How to add value-added services (e.g., loan disbursement)
• The role of agents in digital identity verification
• Designing a product portfolio for remote clients
• Cross-selling and up-selling products through agents

Module 9: The Regulatory Environment

• Understanding the legal framework for agent banking
• Key regulatory requirements and compliance issues
• The role of central banks and financial regulators
• Navigating policy challenges and advocating for enabling regulations
• Protecting client funds and ensuring consumer protection

Module 10: The Future of Agent Banking

• The role of AI and advanced analytics
• The convergence of agent banking and other digital services
• How agent networks can support climate-smart finance
• The long-term vision for a hybrid banking model
• The role of agent banking in a fully digital economy

Training Approach

This course will be delivered by our skilled trainers who have vast knowledge and experience as expert professionals in the fields. The course is taught in English and through a mix of theory, practical activities, group discussion and case studies. Course manuals and additional training materials will be provided to the participants upon completion of the training.

Tailor-Made Course

This course can also be tailor-made to meet organization requirement. For further inquiries, please contact us on: Email: info@skillsforafrica.org, training@skillsforafrica.org Tel: +254 702 249 449

Training Venue

The training will be held at our Skills for Africa Training Institute Training Centre. We also offer training for a group at requested location all over the world. The course fee covers the course tuition, training materials, two break refreshments, and buffet lunch.

Visa application, travel expenses, airport transfers, dinners, accommodation, insurance, and other personal expenses are catered by the participant

Certification

Participants will be issued with Skills for Africa Training Institute certificate upon completion of this course.

Airport Pickup and Accommodation

Airport pickup and accommodation is arranged upon request. For booking contact our Training Coordinator through Email: info@skillsforafrica.org, training@skillsforafrica.org Tel: +254 702 249 449

Terms of Payment: Unless otherwise agreed between the two parties’ payment of the course fee should be done 7 working days before commencement of the training.