Agency Banking Strategy Training Course

Participants can identify regulatory obligations and translate them into agency banking design requirements.

• Licensing perimeter, permitted activities and agent exclusivity rules
• FATF risk-based approach applied to simplified customer due diligence
• Regulatory gap assessment against central-bank rules and payment laws
• Agency agreements allocating liability, confidentiality, audit rights and termination
• Consumer-protection controls for disclosure, receipts, complaints and error correction
• Data-privacy obligations mapped to agent onboarding and transaction records

Participants can define priority customer segments and design suitable assisted-service journeys.

• Jobs-to-be-Done interviews identifying deposit, payment, credit and remittance needs
• Segment prioritisation using reach, value, vulnerability and adoption barriers
• End-to-end journey maps for cash-in, cash-out and account opening
• Service blueprint separating customer actions, agent tasks and bank support
• Accessibility requirements for rural, low-literacy, disabled and elderly customers
• Customer proposition statements tested against trust, convenience, price and reliability

Participants can design an agent network and assess prospective agents consistently.

• Agent archetypes: retailers, pharmacies, fuel stations, cooperatives and post offices
• Catchment analysis using footfall, competitor presence, transport links and trading hours
• Selection scorecards combining liquidity capacity, reputation, premises and digital readiness
• Due-diligence checks covering ownership, sanctions, fraud history and financial standing
• Geospatial network design balancing coverage, density, cannibalisation and travel distance
• Phased rollout sequencing pilots, clusters, expansion gates and remediation triggers

Participants can build and test the financial case for an agency banking programme.

• Unit economics model linking transactions, commission, float, costs and contribution
• Transaction-volume forecasts built from catchment demand and migration assumptions
• Agent commission schedules by transaction type, value band and quality
• Float income, interchange and fee revenue assumptions tested for sensitivity
• Break-even analysis for agents, clusters and the sponsoring bank
• Balanced Scorecard measures connecting financial, customer, process and control results

Participants can establish liquidity controls and settlement processes for agent networks.

• Cash demand forecasting using seasonality, payroll cycles, agriculture and remittances
• Liquidity thresholds defining minimum float, cash ceilings and replenishment triggers
• Cash-in-transit options assessed for cost, security, insurance and reach
• Super-agent and branch hub models for cash redistribution
• Exception procedures for stock-outs, excess cash and failed replenishments
• Daily reconciliation matching agent cash, e-float, core banking and settlement

Participants can define technology requirements for secure, reliable agent transactions.

• Channel architecture linking agents, core banking, switches, wallets and middleware
• Application programming interface requirements for onboarding, transactions and status messages
• ISO 20022 message concepts for payment instructions, status and reconciliation
• Offline transaction design addressing connectivity, limits, queuing and reversals
• Device standards for POS terminals, biometric capture, printers and power
• Vendor evaluation matrix covering functionality, security, integration, support and cost

Participants can specify controlled workflows for agent activation and customer transactions.

• Agent onboarding workflow from application, screening, contracting and activation
• Know-your-customer evidence requirements and document retention controls
• Maker-checker approval design for agent creation and limit changes
• Operating procedures for account opening, deposits, withdrawals and bill payments
• Service-level agreements defining uptime, settlement, support and incident response
• RACI matrix assigning bank, agent, provider and network responsibilities

Participants can identify agency banking risks and establish proportionate preventive and detective controls.

• Risk and control self-assessment for operational, conduct, fraud and compliance risks
• Fraud typologies: collusion, false deposits, SIM swaps, impersonation and skimming
• Transaction monitoring rules using velocity, location, value and behavioural anomalies
• Segregation-of-duties controls for agent administration, settlement and dispute handling
• Incident playbooks covering containment, investigation, recovery, reporting and lessons
• Key risk indicators with thresholds, owners, escalation and board reporting

Participants can apply financial-crime controls to agent-led onboarding and transactions.

• Customer due diligence tiers matched to account limits and risk
• Sanctions and politically exposed person screening within onboarding workflows
• Suspicious transaction reporting decisions supported by documented case narratives
• Record-retention schedules for identification, transactions, alerts and investigations
• Agent training controls preventing tipping-off and inappropriate customer disclosure
• FATF Recommendation 16 implications for payment originator and beneficiary data

Participants can define essential security and data-protection controls for agency channels.

• Threat modelling for agent devices, credentials, APIs and administrator access
• Multi-factor authentication and role-based access controls for agency platforms
• PCI DSS scope considerations for card acceptance and payment data
• Encryption requirements for data at rest, in transit and backups
• Vulnerability management cadence covering patches, scans, penetration tests and exceptions
• Data breach response roles, notifications, evidence preservation and customer communications

Participants can build customer-protection controls for transparent and fair agent services.

• Transparent pricing disclosures for fees, exchange rates, limits and commissions
• Receipt design providing transaction reference, amount, balance and complaint route
• Complaints taxonomy separating service failure, fraud, misconduct and system error
• Root-cause analysis using five whys and corrective-action ownership
• Fair-treatment controls for vulnerable customers and assisted digital transactions
• Mystery-shopping measures for agent conduct, disclosure and service quality

Participants can manage agent performance through segmentation, field support and corrective action.

• Agent segmentation by volume, liquidity performance, risk and growth potential
• Field officer coverage ratios, visit plans and escalation protocols
• Training curriculum for transaction procedures, conduct, security and customer assistance
• Performance dashboards tracking activation, activity, uptime, errors and attrition
• Remedial action plans for dormant, underperforming and non-compliant agents
• Agent retention measures combining earnings, recognition, support and dispute resolution

Participants can design agent-enabled products with workable operational and control requirements.

• Cash-in and cash-out design with limits, fees and confirmation rules
• Bill-payment journeys integrating billers, references, reversals and settlement timing
• Government-to-person payment distribution through registered agents and beneficiary verification
• Merchant payment acceptance economics for microbusinesses and informal traders
• Microinsurance premium collection workflows, policy confirmation and claims referrals
• Credit repayment collection controls preventing misposting and unauthorised rescheduling

Participants can plan customer acquisition and adoption activities that match network readiness.

• Go-to-market plan linking target segments, locations, messages and channels
• Agent branding standards for signage, uniforms, visibility and trust
• Customer education scripts explaining fees, receipts, PIN protection and complaints
• Behavioural barriers addressed through social proof, trial and reminder prompts
• Launch campaigns coordinated with agent readiness, liquidity and support capacity
• Acquisition funnel metrics from awareness through first transaction and retention

Participants can plan a controlled agency banking rollout from pilot through scaled deployment.

• Work-breakdown structure covering licensing, technology, network, operations and launch
• Critical-path schedule identifying dependencies, gates, owners and decision dates
• Pilot design with hypotheses, control metrics, sampling and exit criteria
• Readiness assessment across people, processes, technology, risk and partner contracts
• Change-impact assessment for branches, call centres, finance and compliance teams
• Steering committee packs presenting decisions, risks, milestones and budget variances

Participants can govern aggregators, technology providers and cash logistics partners effectively.

• Partner due diligence covering financial strength, licences, capability and reputation
• Request-for-proposal criteria for aggregators, technology vendors and cash logistics providers
• Commercial negotiations on pricing, volume commitments, exclusivity and service credits
• Contract clauses for data ownership, audit access, subcontracting and exit
• Third-party risk monitoring using scorecards, attestations, incidents and reviews
• Business continuity arrangements for provider failure, outages and emergency substitution

Participants can use management information to improve network quality, economics and customer adoption.

• Management information architecture linking transaction, agent, customer, risk and finance data
• Data-quality controls for completeness, timeliness, validity, duplication and reconciliation
• Funnel analysis from recruited agents to active transacting agents
• Cohort analysis measuring customer activation, repeat use and dormancy
• Network optimisation decisions using profitability, coverage gaps and liquidity performance
• Board reporting packs combining KPI trends, exceptions, decisions and forecasts

Participants can select an agency banking strategy and define its target operating model.

• Strategic options assessed through market attractiveness, capability fit and risk
• Three-year business case integrating rollout, volumes, costs, revenue and capital
• Scenario analysis testing regulation changes, adoption rates, fraud losses and outages
• Target operating model defining governance, processes, systems, people and partners
• Policy suite structure for agents, liquidity, conduct, security and complaints
• Executive recommendation framing choices, investment, controls, benefits and decisions

Participants can build, review and present a complete agency banking strategy and operating plan.

• Capstone brief translating sponsor-bank objectives into design requirements and constraints
• Market, customer and network analysis assembled into a defensible strategy
• Financial model, rollout roadmap and target operating model aligned
• Risk, compliance, liquidity and customer-protection controls tested against scenarios
• Peer review using investment-committee criteria, challenge questions and evidence
• Executive presentation defending recommendations, trade-offs, milestones and governance decisions