Bank of Kigali (BK) is expanding the role of its more than 5,000 agents beyond cash-in and cash-out services, tasking them with opening accounts and helping the bank double its customer base to more than two million by end 2027. The move was announced on October 2 during BK’s Annual Agents Forum at Kigali Serena Hotel, which brought together agents from across the country to review performance, discuss challenges and explore new growth opportunities. BK currently has about one million clients, according to its CEO Diane Karusisi, who said the agent network will be central to reaching the additional customers. “We have over 5,000 agents across the country helping us to provide services to clients in all districts and communities,” Karusisi said. She described agents as more than service points, saying they are also BK ambassadors in their communities and therefore critical to the bank’s expansion plans. A key development unveiled at the forum was the introduction of account-opening services through the agent network. “The innovation that we were able to showcase this morning was that now agents are able to open accounts. This is new, and we have even recognised some agents who have been proactive and opened hundreds of accounts in their communities,” she said. The initiative comes as BK seeks to use its partnership with Rayon Sports to reach more than two million people associated with the football club and expand access to banking services. “We want them to help us reach two million clients. Today we have about a million clients, so we want to double our customer base and they are going to be the main channels through which clients will open accounts,” she noted. BK also expects agents to serve as hubs for Rayon Sports supporters in their communities, particularly through the new Gikundiro account. Beyond account opening, the bank is seeking to turn its agency network into a broader platform through which customers can access more financial services without having to visit branches. Agents are increasingly being enabled to facilitate bill payments, government and utility payments, school-fee payments and other transactions. The strategy is intended to bring banking services closer to communities while creating opportunities for agents to grow sustainable businesses. Karusisi said BK also wants agents to benefit financially as their businesses expand alongside the bank. Raoul Ndayambaje, Head of Payments at BK, said agents have become an important part of the bank’s operations because they represent it in communities where customers need convenient access to financial services. “They represent us everywhere. They serve Rwandans and every BK client,” Ndayambaje said. He also urged agents to maintain adequate liquidity, or float, so customers can access cash when needed rather than being turned away because an agent has insufficient funds. Agents recognised The forum also recognised agents for strong performance, service quality and reliability. Alice Kayirangirwa, owner of MCIT Car Ltd in City Plaza Market, Nyarugenge, was recognised for long service hours, service quality and reliability. Kayirangirwa, who had previously worked with BK before becoming an agent, said her experience with the bank influenced her decision to continue the partnership. “I work many hours in order to keep my service reliable. My service is unique and I try to give everything to everyone in the shortest period,” she said. She sees the new account-opening initiative, including the Gikundiro account, as an opportunity to bring more people into formal banking. “This is possible and I hope to see many accounts being opened. This mission is possible,” she said. Mathias Niyonziza, an agent operating in Masoro, Ndera Sector, Gasabo District, was recognised after opening more than 300 accounts. He attributed his performance to discipline, availability and commitment to customers. “I work many hours and I am available every day. I make sure BK clients don't miss any service,” Niyonziza said. Fighting fraud As the agency network expands, BK is placing greater emphasis on risk management and fraud prevention, given the volume of transactions handled by agents. Karusisi said the bank is investing in continuous training to equip agents with knowledge of technology, policies, procedures and risk management. “We had a session on risk and compliance, how to prevent fraud because this happens sometimes,” she said. The bank uses its regular engagements with agents to share emerging risks and lessons from different parts of the country, with agents urged to identify and report potential fraud early. They are also expected to remain vigilant against fraudulent transactions, embezzlement, ghost accounts and other forms of financial misconduct while promoting secure digital transactions. BK said its expanding agency network will remain central to its efforts to extend financial services to more Rwandans, with agents expected to evolve from providing basic transactions to supporting account opening, payments and access to a wider range of financial products.
