Fidelity Bank certifies 892 agents to strengthen service delivery
By Rebecca Okine
Fidelity Bank Ghana has reinforced its leadership in financial inclusion with the successful rollout of the 2025 edition of its Agent Certification and Engagement Programme.
The nationwide initiative, which ran from late June to early August, brought together nearly 900 agents across six operational territories to strengthen service delivery, efficiency and compliance in the bank’s agent network.
The programme was structured in two parts: a certification exercise for top-tier and bronze-tier agents, and engagement sessions for top-tier agents.
Through these activities, the bank sought to reinforce the agents’ role as crucial touchpoints for financial services in both urban and underserved communities.
Agents received intensive training in operational risk, compliance, physical security and agency quality assurance.
After the sessions, participants were examined and awarded certificates to signify their competence and commitment to professional banking standards.
Speaking at the event, Divisional Director of Retail Banking at Fidelity Bank, Godfred Attafuah, emphasised the bank’s commitment to strengthening its agent network.
“Our agents are the backbone of our financial inclusion strategy, and their professionalism and knowledge are paramount. This certification programme 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 location,” he said.
Beyond certification, agents were also briefed on upcoming strategic enhancements within Fidelity’s Agency Banking Department.
These developments are expected to streamline operations, improve efficiency and deepen the level of support available to agents.
Head of Agency Banking at Fidelity Bank, Dr David Okyere, described the initiative as forward-looking.
“This isn’t just about certification; it’s about a partnership for the future. 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, reflect our commitment to giving agents the best resources to serve customers better,” he stated.
The programme was rolled out across all six Fidelity Bank territories: Greater Accra, Ashanti, Bono, Western, Eastern and Northern regions, with training hosted in major cities such as Accra, Kumasi, Sunyani, Takoradi, Koforidua, Tamale and Wa. In total, 892 agents benefited from the sessions.
Fidelity Bank currently operates a network of over 8,000 agents nationwide, positioning itself as the leading provider of agent banking services in Ghana.
