Standard Mobile Money
Agent Training Manual
Building Agent professionalism and compliance to enhance efficiency and customer experience contributing to the growth of digital financial services (DFS) and Financial Inclusion in Zambia.
Payments Association
of Zambia
The Payments Association of Zambia (PAYZ), established in 2018 and formally registered in 2019, is a recognized body under the Societies Act of Zambia. The Association was formed through a collaborative initiative involving the Bank of Zambia (BOZ), Financial Sector Deepening Zambia (FSDZ), mobile money operators, and non-bank payment service providers.
This Standardised training manual provides essential guidance to financial service providers, agents, and stakeholders in delivering quality payment services to communities throughout Zambia.
Empowering Zambian Communities
Operational Consistency
Standardize mobile money agent operations across Zambia by creating one clear framework for how agents work, behave, and serve customers. This will improve consistency, service quality, and public trust.
Compliance Enablement
Strengthen compliance and risk management by putting regulatory, and data protection requirements into practice to help agents meet AML/CFT, KYC, consumer protection, and fraud prevention obligations while reducing legal and operational risks.
Promote Financial Inclusion
Improve agent sustainability and customer experience by giving agents practical business, financial, and customer service skills. This will help them manage float better, grow profits responsibly, handle complaints well, and promote financial inclusion.
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