Fidelity Bank Ghana has reaffirmed its leadership in financial inclusion by training and certifying 892 agents across six regions of the country, as part of the 2025 edition of its Agent Certification and Engagement Programme.
The comprehensive initiative, held between late June and early August, 2025 brought together agents from Greater Accra, Ashanti, Bono, Western, Eastern and Northern regions.
The programme was designed to enhance service delivery, operational efficiency and compliance within the bank’s agent banking network, which currently spans over 8,000 nationwide.
The 2025 programme featured a two-pronged approach: a certification track for Bronze-tier agents and an engagement series for top-tier agents.
Both groups underwent extensive training in critical areas such as Operational Risk, Compliance, Physical Security and Agency Quality Assurance.
Upon completion, agents were examined and awarded certificates, signifying their readiness to deliver reliable and secure banking services across both urban centres and remote communities.
“Our agents are the backbone of our financial inclusion strategy and their professionalism and knowledge are paramount,” said Godfred Attafuah, Divisional Director of Retail Banking at Fidelity Bank.
“This certification program is a testament to our commitment to not only empower our agents, but also 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.”
In addition to training, the engagement sessions served as a platform for Fidelity Bank to share upcoming strategic developments within its Agency Banking Department.
These updates aim to streamline operations, improve service delivery and reinforce agent support mechanisms.
Dr David Okyere, Head of Agency Banking at Fidelity Bank, emphasised the forward-looking nature of the initiative.
“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,” he said, adding “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.”
Training sessions were conducted in key cities including Accra, Kumasi, Sunyani, Takoradi, Koforidua, Tamale and Wa, ensuring broad geographic coverage and accessibility.
The initiative aligns with Fidelity Bank’s broader mission to promote financial inclusion at scale by extending formal banking services to underserved and remote areas of Ghana, thereby contributing to the strengthening of the country’s real economy.
With this year’s programme successfully completed, Fidelity Bank continues to cement its reputation as Ghana’s leading agent banking provider, driving inclusive finance through innovation, accessibility and capacity building.
