Agency Banking Representative
About the Role
The Agency Banking Representative will be responsible for supporting the growth, performance, and sustainability of agency banking operations within assigned locations. The role focuses on agent acquisition, training, support, transaction growth, and compliance, ensuring that agency banking services are delivered efficiently, securely, and in line with regulatory and institutional standards.
The successful candidate will serve as the primary link between the bank and its agents, ensuring high-quality service delivery, customer satisfaction, and achievement of transaction and revenue targets.
Key Responsibilities
1. Agent Acquisition and Onboarding
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Identify, recruit, and onboard new agency banking agents in line with approved criteria.
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Conduct agent due diligence, KYC verification, and documentation in compliance with regulatory requirements.
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Support agents during onboarding to ensure readiness for live operations.
2. Agent Support and Relationship Management
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Provide ongoing operational and technical support to agents to ensure smooth daily transactions.
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Act as the first point of contact for agents regarding operational issues, complaints, or service challenges.
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Maintain strong working relationships with agents to enhance loyalty and performance.
3. Transaction Growth and Business Development
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Drive growth in transaction volumes and values across agency banking services such as cash-in, cash-out, bill payments, and account services.
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Conduct regular agent visits to monitor performance and identify business growth opportunities.
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Implement sales and activation initiatives to improve agent productivity.
4. Training and Capacity Building
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Train agents on agency banking products, systems, processes, and customer service standards.
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Conduct refresher training to address performance gaps and introduce new products or system updates.
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Ensure agents understand compliance, fraud prevention, and customer protection requirements.
5. Compliance, Risk, and Fraud Management
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Ensure strict adherence to banking regulations, internal policies, and agency banking guidelines.
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Monitor agent activities to detect and prevent fraud, irregular transactions, or operational risks.
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Escalate suspicious activities or compliance breaches in a timely manner.
6. Reporting and Performance Monitoring
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Monitor agent performance against set KPIs and targets.
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Prepare and submit daily, weekly, and monthly reports on agent activity, transactions, and field observations.
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Provide insights and recommendations to improve agency banking operations.
7. Customer Service Excellence
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Support agents in delivering high-quality customer service at all times.
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Assist in resolving escalated customer complaints and service issues.
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Promote a customer-centric culture across all agency banking touchpoints.
Qualifications & Requirements
Education:
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Diploma or Bachelor’s degree in Business Administration, Banking, Finance, Marketing, or a related field.
Experience:
Minimum of 2 years’ experience in:
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Agency banking
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Bank sales
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Banking operations
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Financial services or fintech roles
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Experience working with banking agents or merchant networks is highly preferred.
Skills:
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Strong communication and interpersonal skills.
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Good sales, negotiation, and relationship management abilities.
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Knowledge of banking products and agency banking operations.
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High level of integrity and compliance awareness.
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Strong problem-solving and analytical skills.
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Ability to work independently in the field with minimal supervision.
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Basic computer literacy (MS Word, Excel, email).
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Fluency in English and Swahili.
Performance Metrics (KPIs)
Number of active and productive agents
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Growth in transaction volumes and values
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Agent compliance and audit scores
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Customer satisfaction levels
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Timely resolution of agent and customer issues
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Accuracy and timeliness of reports
How to Apply
Qualified candidates should submit their applications by 02 Feb 2026 to:
Human Resource Manager
Tanzania Empowerment Forum Limited (TEF Consult)
Email: info@tef.co.tz
P.O. Box 33542, Dar es Salaam, Tanzania
Or
Online Application: