Housing Finance Bank has urged its agent banking network to uphold professionalism, strengthen customer data protection and remain vigilant against fraud and money laundering as financial crimes continue to evolve.
The call was made during a one-day training workshop that brought together the bank’s agents from different parts of Kampala to enhance their knowledge on compliance, fraud prevention, customer service and operational efficiency.
Mr. Ronald Namawa, head agent banking at Housing Finance Bank emphasized that agent banking plays a critical role in expanding financial inclusion and therefore requires agents to strictly adhere to banking regulations and ethical standards.
He advised them to be cautious of fraudsters who use different tactics to steal money, including rushing agents into processing transactions without following proper verification procedures.
He said that agents have been sensitized on the latest fraud tricks and encouraged them to remain alert when handling customers, especially in situations where clients appear to be in a hurry.
Housing Finance Bank also reminded agents to comply with anti-money laundering regulations and ensure that customers’ personal information is protected in line with data protection laws.
To improve service delivery, the bank said it has strengthened the capacity of branch staff across the country to provide technical support whenever agents experience operational challenges. Mr. Namawa noted that branches have been tasked with responding quickly to network-related issues, while a dedicated customer care team and a toll-free helpline are available to handle agents’ concerns as they arise.
He noted that the bank continues to invest in technology and system improvements to enhance the reliability of its agent banking services. Housing Finance Bank currently operates a network of more than 2,000 agent banking outlets across Uganda. The bank said the network has grown steadily since the introduction of agent banking following the approval of the Bank of Uganda’s Agent Banking Regulations in 2017.
He said that agent banking has made a significant contribution to Uganda’s economy by increasing access to financial services, creating income opportunities for agents and supporting government revenue through taxes, trading license fees and the collection of utility payments, including services for the Uganda Revenue Authority (URA).
