The initiative, which brought together nearly 900 agents from all six operational territories, was conducted from late June to early August, aimed to certify and equip selected agents with the necessary skills and knowledge to enhance the quality-of-service delivery, efficiency, and compliance.

The program was in two-fold: the certification program for Bronze-tier agents, and the Engagement for the Top-Tier agents, reinforcing their roles as crucial touchpoints for financial services in both urban and remote communities.

Agents underwent rigorous training in several key areas, including Operational Risk, Compliance, Physical Security, and Agency Quality Assurance. Following the training, agents were examined and presented with certificates upon successful completion, signifying their commitment to upholding professional standards.

Godfred Attafuah, Divisional Director of Retail Banking at Fidelity Bank, emphasized the importance of the initiative. “Our agents are the backbone of our financial inclusion strategy, and their professionalism and knowledge are paramount,” he said.

“This certification program is a testament to our commitment to not only empower our agents but also to ensure a secure and reliable banking experience for every Ghanaian, regardless of their location. It’s about building trust and great customer experience every transaction.”

During the engagement sessions, agents were also briefed on strategic enhancements underway within the Agency Banking Department. These developments are aimed at streamlining operations, elevating service delivery, and deepening agent support.

Dr.David Okyere, Head of Agency Banking at Fidelity Bank, highlighted the forward-looking nature of the program. “This isn’t just about certification; it’s about a partnership for the future,” he stated. “By equipping our agents with advanced tools and training, we are enabling them to become even more efficient and effective. The innovations we have shared, from mobile withdrawals to enhanced systems, show that we’re committed to giving our agents the very best resources to thrive and serve our customers better.”

The 2025 program covered all Fidelity Bank territories, including Greater Accra, Ashanti, Bono, Western, Eastern, and Northern regions, with sessions hosted in key cities such as Accra, Kumasi, Sunyani, Takoradi, Koforidua, Tamale, and Wa. A total of 892 agents benefited from the certification and engagement sessions, underscoring Fidelity Bank’s position as Ghana’s leading agent banking provider with a network of over 8,000 agents nationwide.

This initiative forms part of Fidelity Bank’s broader mission to deliver financial inclusion at scale by extending access to banking services to underserved and remote communities, thereby strengthening Ghana’s real economy.