Enhancing Banking Services Through Agent Training
I&M Bank Rwanda Plc has taken significant steps to improve the quality of banking services it offers through its network of agents. More than 800 agents are currently undergoing training to enhance their skills in various areas, including customer service, risk mitigation, data protection, and the prevention of money laundering and terrorist financing. This initiative aims to expand the range of services that these agents can provide, making banking more accessible to customers across the country.
The recent training, held on July 3, 2026, has equipped agents with the necessary knowledge to offer cash deposit and withdrawal services, as well as assist customers in opening I&M Bank accounts. Additionally, they are now able to facilitate bill payments for government entities such as RRA, RURA, RSSB, and Irembo, along with utility payments, school fee collections via SchoolGear, airtime purchases, and account origination. These developments have significantly expanded the reach of banking services, allowing customers to access essential financial tools without having to travel long distances.
Strengthening the Agency Banking Network
With 19 branches and over 800 agents spread throughout the country, I&M Bank Rwanda is leveraging its agency banking network to bring banking services closer to communities. The bank’s strategy is to ensure that agents do more than just handle cash transactions. Instead, they are being trained to offer personalized and comprehensive services that meet the evolving needs of customers.
Yves Kayihura, Head of Retail Banking at I&M Bank (Rwanda) Plc, emphasized the importance of agents in the bank’s growth strategy. He stated that the bank recognizes the critical role that agents play in delivering services to communities and is committed to supporting them in growing their businesses. “We understand that they may also have other businesses that require our support. We are here because we want to build a strong foundation with them,” he said.
Incentives and Motivation for Agents
To keep agents motivated and engaged, I&M Bank has introduced competitive commissions that are higher than those offered by many other financial institutions. This approach not only rewards agents for their performance but also encourages them to maintain high standards of service delivery. The bank believes that motivated agents are more likely to provide exceptional customer experiences, which in turn strengthens the bank’s reputation and customer loyalty.
Emphasis on Professionalism and Customer Protection
Anderson Mwiseneza Ndayishimiye, the Agency Banking Manager at I&M Bank Rwanda, highlighted the importance of professionalism and transparency in all transactions handled by agents. He explained that the concept of “Karame Twaje” was introduced to ensure that customers can access banking services conveniently and efficiently. “Without vigilance, an agent can make mistakes or mismatch transactions, which could lead to a potential financial loss, poor customer service, and bank’s reputational damage. They need to remain conscious and serve customers appropriately,” he stated.
Improved Access and Future Expansion
Ndayishimiye noted that the “Karame Twaje” initiative has already responded to customers’ needs for proximity and convenience. The bank plans to continue expanding this network to reach all villages, towns, and cities across the country. As part of this expansion, customers can expect an even wider range of services, further enhancing their banking experience.
Agents Share Their Experiences
Charles Cyiza, an I&M Bank agent based in Kabuga, shared his positive experience after participating in the training. He emphasized the importance of customer care and how it reflects the bank’s values. “We have gained important skills. The range of services we provide has expanded and improved. When we serve clients well, especially by helping them open accounts through the account origination service, they no longer have to rely on bank branches,” he said.
Cyiza also mentioned that since joining the Karame Twaje program, he has seen a significant increase in both the number of customers he serves and the types of services he offers. “We can now process bill payments for RURA, RSSB, the Rwanda Revenue Authority, Irembo, school fees collection via SchoolGear and many other services. We have been equipped with the necessary skills, and we are ready to continue learning and improving,” he added.
Karame Twaje: A Platform for Empowerment
According to the bank, Karame Twaje is more than just an agency banking network; it is a platform for empowerment. Whether you are a small business owner, a student, a farmer, or a salaried professional, quality banking services should be within your reach whenever and wherever you need them.
I&M Bank Rwanda invites eligible businesses that meet its due diligence requirements to apply and become authorized Karame Twaje agents. By partnering with the bank, local businesses can benefit from increased customer traffic, enhanced visibility, and the opportunity to earn competitive commissions while offering essential banking services to their communities.
Customers can locate their nearest Karame Twaje agent by visiting: www.imbankgroup.com/rw/agents.
