More than 800 I&M Bank Rwanda Plc agents are being equipped with required banking skills to improve how they serve customers, strengthen awareness of risk mitigation, data protection, prevent money laundering and counter the financing of terrorism while expanding customers’ banking services touchpoints. Following the training, held on July 3, 2026, the agents can now offer cash deposit and cash withdrawal services, do bill payments but also assist customers who need an I&M Bank account, expanding the range of banking services they offer. The ongoing regional agents’ training is part of the I&M Bank Rwanda's efforts to strengthen its agency banking network as it wants its agents to do more than cash deposits and withdrawals by offering better and more personalised services including government bill payment services (RRA, RURA, RSSB and Irembo), utilities payments, school fees payment via SchoolGear, Airtime purchase and Account origination. With 19 branches and more than800 agents across the country, the bank believes its agency network will help bring banking services closer to people and support its long-term growth plans. Bank underscores role of agents in growth strategy According to Yves Kayihura, Head of Retail Banking at I&M Bank (Rwanda) Plc, the bank has been expanding its branches across the country and couldn't do better than working with agents who have been at the centre of its services among 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 noted that the bank is open and ready to provide its partners with broader financial knowledge, which could eventually connect them 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 said. “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 The bank said it is strengthening its agency banking network to enable its agents to distinguish themselves through the quality of service they provide and the value they offer customers. Part of this strategy, it indicated, is offering competitive commissions, which it says are higher than those provided by many other financial institutions, to reward agents for their performance and keep them motivated. 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 as the I&M Bank agency banking was introduced to not only respond to I&M Bank customers’ call for proximity with their trusted bank but also the I&M Bank’s strategy of eliminating the need for customers to make relatively long distance for services and to ensure they are served efficiently. Ndayishimiye said the bank expects its agents to handle every transaction with integrity, professionalism and transparency. “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 I&M Bank clients, Ndayishimiye said, should expect many more services, as the bank has strengthened its service delivery, and everyone should know that the bank is now closer to them than ever before. “The ‘Karame Twaje’ agency banking initiative has responded to customers’ wishes. We will continue expanding it to all villages, towns and cities across the country,” he added. Agents highlight improved skills and service reach Charles Cyiza, an I&M Bank agent based in Kabuga, a suburb of Kicukiro District, said the training has reinforced the importance of customer care, which he believes reflects the bank's values and philosophy. Cyiza has worked with the bank for more than three years. “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. “It builds trust, and it is our responsibility to represent the bank in a way that ensures customers receive the same quality of service they would at a branch,” he noted. Cyiza said 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, motivating him to maintain high standards. “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 an agency banking network but 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 authorised 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.
