Training Course on Agent Banking and Digital Channels Management

Course Overview
Agent banking and digital channels have emerged as transformative models for extending financial services to underserved and remote populations. By leveraging third-party agents, mobile applications, point-of-sale (POS) devices, and integrated platforms, financial institutions can expand their reach without the high costs of traditional brick-and-mortar branches. However, scaling these models successfully requires a clear understanding of operational dynamics, risk management, technology integration, and customer experience optimization.
This course provides a comprehensive guide to designing, deploying, and managing agent banking networks and digital delivery channels. It explores agent lifecycle management, regulatory frameworks, customer onboarding, liquidity management, and digital infrastructure. The course also focuses on mobile and internet banking, USSD platforms, ATM/POS services, and emerging innovations like chatbots and biometric authentication. Emphasis is placed on aligning channel strategies with financial inclusion goals, operational efficiency, and customer satisfaction.
Through real-world case studies, practical tools, and strategy labs, participants will gain the skills to drive adoption, manage risks, and ensure the long-term success of agent and digital banking programs.
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Course Objectives
By the end of the course, participants will be able to:
•Understand the operational, regulatory, and strategic aspects of agent banking and digital channels
•Design agent onboarding, training, and performance management systems
•Plan and manage digital channels including mobile, internet, USSD, and card-based services
•Address operational, liquidity, and reputational risks in agent and digital networks
•Improve customer experience and uptake of digital financial services
•Develop an integrated multi-channel strategy for institutional growth
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Target Audience
This course is ideal for:
•Digital banking and channel managers
•Agent banking and branchless banking officers
•Product development and customer experience teams
•ICT and operations staff in financial institutions
•Regulators, consultants, and NGOs supporting digital financial services
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Training Methodology
•Expert-led modules with demonstrations and case studies
•Group exercises on channel design, mapping, and risk controls
•Simulations of agent management and digital service delivery scenarios
•Peer learning through experience-sharing and strategic planning sessions
•Templates and tools for agent policy, service menu, and monitoring frameworks
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Expected Outcomes
Participants will:
•Gain practical knowledge on launching and scaling agent banking networks
•Strengthen performance management systems for agents and digital platforms
•Reduce fraud and service disruptions through improved operational controls
•Enhance digital user journeys and service design for customers
•Create a customized multi-channel strategy for their institution