Fidelity Bank Certifies Agents In Pursuit Of An Excellent Customer Service

Fidelity Bank Ghana has announced the successful completion of their transformative certification program for Platinum, Gold, and Silver Agents nationwide. This initiative underscores their unwavering commitment to delivering top-tier service and standardizing agent training across the country.

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

Agents underwent rigorous training and assessment to ensure mastery of the knowledge and skills essential for providing exceptional customer service, aligning seamlessly with their commitment to operational excellence.

Dr. David Okyere, the Head of Agency Banking, underscored the pivotal role Agents play in our growth and the provision of financial services to communities nationwide during his welcome address. He emphasized our dedication to continuous improvement, announcing that future activities at agent points would be tier-dependent, reflecting the diverse roles each tier plays.

The Bank is committed to maintaining the highest standards, ensuring that only the most qualified agents are selected and retained to serve their customers. The certification program received positive feedback from agents who appreciated the opportunity to enhance their skills and knowledge.

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This certification of Platinum, Gold, and Silver Agents marks the inaugural phase of the Bank’s comprehensive agent training and certification program. Fidelity Bank intends to extend this initiative to all other agent tiers (Bronze and Developing) throughout 2024. This strategic move is to fortify their Agency Banking network, ensuring consistency in delivering high-quality service to customers across Ghana.

Fidelity Bank’s major goal is to provide financial services to underserved communities, which is evident in their extensive agent network, boasting over 5,000 agents, the largest in the country. The certification program mirrors their ongoing pursuit of excellence in the financial services sector, showcasing their dedication to developing a robust network.

As a driving force in the country’s banking landscape, Fidelity remain committed to customer-centric services and cutting-edge technology, promoting sustainable advancement and development.

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