Agency Banking Support Officer

Agent Onboarding & Administration (25%) 

• Support the recruitment, onboarding, and activation of Super Agents and Retail Agents.

• Verify onboarding documentation and ensure completeness of KYC and compliance requirements.

• Coordinate agent registration, profile maintenance, and system setup.

• Maintain accurate records of all agents and related documentation.

• Support agent contract administration and renewal processes.

Operational Support (20%) 

• Serve as the first point of contact for agent operational queries and support requests.

• Monitor agent activation, transaction activity, and service utilization.

• Escalate and track resolution of operational issues affecting agents.

• Support agent liquidity management and cash monitoring activities.

• Ensure timely processing of agent requests and service tickets.

Agent Relationship Support (10%) 

• Maintain regular engagement with agents to ensure high service standards.

• Support agent retention and engagement initiatives.

• Coordinate communication of new products, services, policies, and promotions to agents.

• Assist in gathering feedback from agents and customers to improve service delivery.

Compliance & Risk Monitoring (10%) 

• Ensure agents comply with operational procedures, KYC requirements, AML/CFT guidelines, and internal policies.

• Support periodic agent reviews and compliance checks.

• Escalate suspicious activities, operational incidents, and compliance violations.

• Assist in implementation of risk mitigation and fraud prevention measures.

• Support audit and regulatory compliance activities.

Training & Capacity Building (10%) 

• Coordinate agent training and refresher programs.

• Support development of training materials and operational guides.

• Educate agents on products, compliance requirements, service standards, and operational procedures.

• Monitor training participation and effectiveness.

Performance Monitoring & Reporting (10%) 

• Monitor agent transaction volumes, activity levels, and network performance.

• Prepare periodic reports on agent performance, onboarding, compliance, and operational metrics.

• Track key service delivery indicators and escalate performance concerns.

• Support data collection and analysis for business reviews and decision-making.

Customer Experience Support (10%) 

• Support prompt resolution of customer and agent complaints.

• Monitor service quality across the agency network.

• Ensure adherence to customer service standards.

• Identify opportunities to improve customer and agent experience.

Agent Due Diligence & KYC (5%) 

• Conduct agent due diligence, background verification, and onboarding compliance reviews.

• Ensure proper KYC documentation and compliance records are maintained for all agents.

• Support periodic reviews and recertification of agents in line with regulatory requirements.

• Review agent ownership structures and risk profiles to ensure compliance with Bank standards.

MINIMUM POSITION QUALIFICATION REQUIREMENTS

1. Academic & Professional

1. Experience