Fidelity Bank Ghana Elevates Customer Service Standards with Nationwide Certification of Agents We are proud to announce the successful completion of our transformative certification program for Platinum, Gold, and Silver Agents nationwide. This initiative underscores our unwavering commitment to delivering top-tier service and standardizing agent training across the country. The comprehensive certification program 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. Agents underwent rigorous training and assessment to ensure mastery of the knowledge and skills essential for providing exceptional customer service, aligning seamlessly with our commitment to operational excellence. Dr. David Okyere, our 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. Dr. Okyere also highlighted our commitment to maintaining the highest standards, ensuring that only the most qualified agents are selected and retained to serve our customers. The certification program received positive feedback from agents who appreciated the opportunity to enhance their skills and knowledge. The Agents commended us for our commitment to providing essential training and support for excellence in their roles. This certification of Platinum, Gold, and Silver Agents marks the inaugural phase of our comprehensive agent training and certification program. We plan to extend this initiative to all other agent tiers (Bronze and Developing) throughout 2024. This strategic move aims to fortify our Agency Banking network, ensuring consistency in delivering high-quality service to customers across Ghana. Our overarching goal remains steadfast: providing financial services to underserved communities. This commitment is evident in our extensive agent network, boasting over 5,000 agents, the largest in the country. The certification program mirrors our ongoing pursuit of excellence in the financial services sector, showcasing our dedication to developing a robust network. As a driving force in the country's banking landscape, we remain committed to customer-centric services and cutting-edge technology, promoting sustainable advancement and development. END
