The National President of the Mobile Money Advocacy Group Ghana (MoMAG), Edward Ofori Agyemang, has described mobile money agents as the “face of financial services” in communities where access to conventional banking services remains limited.
According to him, mobile money agents have evolved beyond their traditional role as transaction facilitators and now occupy a critical position in Ghana’s financial inclusion and digital economy landscape.
Mr Ofori Agyemang made the remarks at the maiden MoMAG/Telecel Capacity Building Forum, held to equip mobile money agents with the knowledge, skills and professional competencies required to operate safely, efficiently and profitably in an increasingly digital financial environment.
Speaking at the forum, he said mobile money agents play a crucial role in connecting millions of Ghanaians to essential financial services, particularly in communities where traditional banking infrastructure is inadequate or unavailable.
He noted that agents provide convenient access to cash, facilitate payments, support businesses and help expand the reach of digital financial services across the country.
Mr Ofori Agyemang disclosed that Ghana currently has more than 400,000 mobile money agents, describing them as the physical touchpoints of Electronic Money Issuers across the country.
“These agents are the last mile of financial inclusion,” he said, stressing that the strength of Ghana’s digital financial ecosystem is closely linked to the effectiveness and reliability of the agent network.
He explained that mobile money agents serve as an important bridge between digital financial service providers and customers, particularly those who may otherwise struggle to access formal financial services.
He cautioned that without a properly trained, supported and protected agent network, cash-in and cash-out services could become inefficient, customer confidence could suffer and the country’s efforts to deepen financial inclusion could face setbacks.
The MoMAG President therefore called for sustained investment in the capacity, welfare and professional development of agents to enable them to meet the changing demands of the industry.
Mr Ofori Agyemang said the rapid transformation of Ghana’s digital financial sector had significantly increased the responsibilities and expectations placed on mobile money agents.
He identified regulatory compliance, fraud prevention, cybersecurity, risk management, customer service and sustainable business growth as some of the key areas requiring continuous attention.
He said agents could no longer rely solely on their ability to process transactions but must develop the technical knowledge and professional skills necessary to protect themselves and their customers from emerging risks.
“The expectations placed on agents continue to increase,” he noted, adding that professionalism and adherence to regulatory requirements had become essential to maintaining public confidence in the mobile money ecosystem.
Participants were expected to deepen their understanding of regulatory requirements and operational compliance while gaining enhanced knowledge of fraud prevention, cybersecurity and risk management.
The programme also sought to expose agents to practical approaches to business growth, profitability and customer service.
According to him, strengthening the professionalism of agents would not only benefit individual businesses but would also contribute to greater public confidence in mobile money services.
He expressed the hope that participants would take the lessons from the forum and apply them directly to their businesses and daily interactions with customers.
The MoMAG President further emphasised the importance of collaboration among mobile money agents, telecommunications companies, regulators, financial institutions and security agencies.
He said stronger partnerships among stakeholders were necessary to build a more resilient and responsive mobile money ecosystem capable of effectively addressing emerging challenges.
He said the forum provided an opportunity for stakeholders to engage, share knowledge and identify practical solutions to issues affecting agents across the country.
Mr Ofori Agyemang urged participants to take an active role in the discussions by engaging speakers and panelists, asking relevant questions and sharing their experiences.
He stressed that the success of the initiative would ultimately be measured by how effectively participants translated the knowledge gained into improved business practices, stronger customer relationships and safer operations.
The forum brought together mobile money agents, regulators, financial institutions, telecommunications industry representatives and security agencies as part of efforts to deepen collaboration within Ghana’s digital financial sector.
The gathering also provided a platform for stakeholders to underscore the need for continuous capacity development as the mobile money industry evolves.
Mr Ofori Agyemang expressed particular appreciation to Telecel Ghana and its Chief Executive Officer, Ing. Patricia Obo-Nai, for supporting the initiative and contributing to its successful organisation.
He also acknowledged the support of the Bank of Ghana, Ghana Chamber of Telecommunications, Ghana Police Service, Enterprise Insurance, Direct Savings and Loans, and MoMAG Patron, Joseph Smith-Acquah.
He said the participation of the various institutions demonstrated a shared commitment to strengthening Ghana’s digital financial ecosystem and recognising the important role played by mobile money agents.
Mr Ofori Agyemang urged mobile money agents to leave the forum better informed, more professional and more committed to maintaining safe and trusted operations.
He said MoMAG would continue to work with relevant stakeholders to promote capacity development, strengthen collaboration and advocate for an agent network that is better equipped to respond to the changing needs of Ghana’s digital financial sector.
He maintained that a stronger and more resilient agent network would contribute significantly to financial inclusion, digitalisation and economic development.
He called on agents to see capacity building as an ongoing responsibility rather than a one-time exercise, particularly as technology, regulations and the nature of financial crime continue to evolve.
Mr Ofori Agyemang concluded by reaffirming MoMAG’s commitment to working with industry partners to build a professional, secure and financially sustainable mobile money agent network capable of serving Ghanaians effectively.
The initiative, he said, was ultimately about ensuring that mobile money agents remain reliable partners in Ghana’s financial inclusion drive while creating a safer and more trusted digital financial environment for both agents and customers.
By 1960news.com
