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 and knowledge in various areas, including risk mitigation, data protection, money laundering prevention, and counter-terrorism financing. This initiative is aimed at ensuring that agents can provide better and more personalized services to customers while expanding the range of banking touchpoints available.
The recent training, held on July 3, 2026, has equipped agents with the necessary tools 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, as well as utilities, school fees via SchoolGear, airtime purchases, and account origination. This expansion of services is part of the bank’s broader strategy to strengthen its agency banking network and ensure that banking services are more accessible to people across the country.
The Role of Agents in the Bank’s Growth Strategy
According to Yves Kayihura, Head of Retail Banking at I&M Bank (Rwanda) Plc, agents play a crucial role in the bank’s growth strategy. He emphasized that the bank could not achieve its goals without the support of these agents, who have been central to its services within communities. “We couldn’t do better on our own,” he said. “They are here to gain knowledge and understand how they can grow their businesses with I&M Bank, as well as the opportunities available through our products, because their growth translates into growth in their business volumes.”
Kayihura also highlighted the bank’s commitment to providing partners with broader financial knowledge, which could help them connect to wider networks and potential business opportunities. “They can now assist our clients to open an account. This is a great opportunity for both them and our clients,” he added. “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. They need to seize this opportunity so they can serve our clients with greater capacity.”
Incentives and Motivation for Agents
To encourage agent participation and performance, I&M Bank has introduced competitive commissions that are higher than those offered by many other financial institutions. These incentives are designed to reward agents for their efforts and keep them motivated to deliver high-quality services to customers.
Emphasis on Professionalism and Customer Protection
Anderson Mwiseneza Ndayishimiye, the Agency Banking Manager at I&M Bank Rwanda, explained that the concept of “Karame Twaje” was chosen to respond to customer demands for proximity to their trusted bank. The initiative aims to eliminate the need for customers to travel long distances for banking services while ensuring efficient service delivery.
Ndayishimiye stressed the importance of professionalism and transparency in all transactions handled by agents. “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
Customers of I&M Bank can expect even more services in the future, as the bank continues to expand its service delivery. Ndayishimiye noted that the “Karame Twaje” initiative has responded to customers’ wishes and will continue to be expanded to all villages, towns, and cities across the country.
Agents Highlight Improved Skills and Service Reach
Charles Cyiza, an I&M Bank agent based in Kabuga, a suburb of Kicukiro District, shared his experience with the training program. He mentioned that the training reinforced the importance of customer care, which he believes reflects the bank’s values and philosophy. “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 added that since joining the bank as a Karame Twaje agent, he has witnessed growth in both the services offered and the number of customers he serves, including larger clients than he had initially expected. “We can now process bill payments for RURA, RSSB, the Rwanda Revenue Authority, Irembo, schoolfees 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: Expanding Financial Inclusion
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 all eligible businesses that meet the Bank’s Agent Banking due diligence requirements, including fully registered and compliant enterprises with sufficient liquidity, secure premises, and a strong reputation within their communities, to visit their nearest I&M Bank branch to submit an application and explore the opportunity to become authorized Karame Twaje agents.
By partnering with I&M Bank, local businesses can benefit from increased customer traffic, enhanced business 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.
