Fidelity Bank certifies agents nationwide

The Fidelity Bank Ghana has completed its transformative certification programme for its agents nationwide. 

The initiative underscores the bank's unwavering commitment to deliver top-tier service and standardising agent training across the country.

The comprehensive certification programme held at centres in Takoradi, Kumasi, Sunyani, Tamale, Koforidua and Accra covered crucial aspects of business operations, processes and procedures, compliance, customer service standards, physical security and operational risk. 

A release issued in Accra yesterday said the agents underwent rigorous training and assessment to ensure mastery of the knowledge and skills essential for providing exceptional customer service, aligning seamlessly with the Fidelity Bank's commitment to operational excellence.

Head of Agency Banking at the Fidelity Bank, Dr David Okyere, underscored the pivotal role agents played in the bank's growth and the provision of financial services to communities nationwide. 

He also stressed the bank's dedication to continuous improvement and indicated that future activities at agent points would be tier-dependent, reflecting the diverse roles each tier plays.

Dr Okyere also highlighted the bank's commitment to maintaining the highest standards, ensuring that only the most qualified agents are selected and retained to serve its customers. 

Tiered certification

The release further explained that the certification of platinum, gold and silver agents marks the inaugural phase of the Fidelity Bank's comprehensive agent training and certification programme. 

It said the bank planned to extend this initiative to all other agent tiers (Bronze and Developing) throughout 2024. This strategic move aims to fortify the Fidelity Bank's Agency Banking network, ensuring consistency in delivering high-quality service to customers across Ghana.

The release added that “ the Fidelity Bank's overarching goal remains steadfast: providing financial services to underserved communities. 

This commitment is evident in the bank's extensive agent network, boasting over 5,000 agents, the largest in the country. The certification programme mirrors the Fidelity Bank's ongoing pursuit of excellence in the financial services sector, showcasing its dedication to developing a robust network.”