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Rethinking Agency Banking with New Innovations in Nigeria

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Emmanuel   Okoegwale

Few weeks ago, I attended a national financial services agency forum, organized by one of the leading industry players in Nigeria with very impressive attendance from agents, nationwide.

The venue was filled up with enthusiastic agents but with significantly eroded transactional abilities, due to operational challenges that is affecting their service delivery at the last mile and causing significant friction, with customers.

It was a complains galore for the agents as they churn out different negative experiences, disappointments linked to poor support arising from failed transactions, delayed and inadequate reconciliation processes, poor support from providers etc.

Agency banking is provisioning of basic financial services such as cash deposit, cash withdrawal, fund transfer, bills payment etc through third party agents within communities. They deploy their own resources like cash, outlets etc while the service provider, will provide items such as branding materials etc. Point of sale devices are provided by service providers and in some instances, paid for by the agents but recently, some providers are issuing them at no cost.

The agency network is the distribution network, front-end and customer facing entities which require significant resources to build, manage and cultivate.

Cost of building these networks can be significant for many operators if the overall strategy of the provider, is not well defined and it becomes more complex as they reach new geographies, requiring diverse implementation plans.

While the ultimate for service providers, is to unlock the customer value, by  enabling them convert cash to electronic value and use the services themselves but the agent as the middle-Man, wants to keep the customers locked into over-the-counter transactions so that, they can continuously, earn fees.

The agent has no compelling reason to educate the customer to acquire and learn how to use the wallet. It’s a loss for the agent whereas the Banks are banking on this front-end partner to provide that education and conversion. There might be value for the agents if the providers can rethink their commissioning strategy that gives the agent some long-term value for converting customers to wallet users with consideration for residual commissions strategies etc.

Shared Agency

Shared agency is visible at the front-end but disaggregated at the back-end with locked-in, float accounts. At the front end, the POS will accept any Bank card issued in Nigeria seamlessly but at the back end, the agent may have multiple agency agreements, so the agent keeps multiple float accounts with multiple providers which fragments His total e-float inventory and its, inefficient. The agent may need to keep switching transaction devices, re-balancing different float accounts, frequently.

Agents are Working, Blindly

From the various complaints of the agents at the event, it was evident that the agents had not been well equipped aside the almighty Point of sale device which most providers think as the ultimate, in setting up, equipping and activating agents.

Operational issues had to be reported through telephone or email to back-office, transaction reconciliation issues must back with POS prints-out which might have faded, missing etc.

Delayed resolution period to resolve agent transaction issues, leading to customer dissatisfaction and sometimes intervention by security personnel and sometimes, loss of agent funds.

A well-equipped agent will save the provider significant time and resources by using digital and innovative tools provided by the provider to manage day -to-day operations in an innovative manner, that adds value to the entire value chain.

The Agent Dashboard

Agency dashboard provides actionable transaction data, which is used to manage customer transaction outcomes, identify and isolate issues which will then increase efficiency and performance of the agents.

The dashboard will enable agents to have simple, intuitive and secure interaction with all their transactions channels like POS, Mobile money transaction data etc via a single interface. It provides critical operational functional that will enable the agent to transact effectively and securely which will then improve the customer trust and overall experience.

Some customers will never sign up for wallets services because of trust issues, they need someone they can hold accountable when things do not work and that is the agent, who should be well equipped to address operational challenges, adequately.

Benefits

The dashboard reduces the agent’s support cost with agents having visibilities on some transaction data via their dashboard and increase uptime and performance.

Agents will be able to report suspicious transaction timely for flagging by the service providers thereby reducing losses, arising from fraud etc.

It will help the providers to reach agents in a timely and efficient manner if there is a ‘run’ on the system.

Agents can deliver improved services which reduces agent and customer friction and improves the customer experiences.

It’s a major win for agents to be able to work more effectively and efficiently in stressful, street-level “Ojuelegba” environments.

Conclusion

For agent banking to prosper in Nigeria, forward thinking and innovative providers, can deliver innovative directions that can empower the agent network with effective tools (front and bank-end) that can drive Nigeria’s match into the digital financial services era.


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E-Financial

EXPLOSIVE: How Titan Trust Bank Allegedly Used Union Bank’s Own Assets to Fund Its Takeover

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What was sold to Nigerians in May 2022 as a clean and powerful takeover is now looking like something far more troubling. When Titan Trust Bank announced it had acquired Union Bank of Nigeria, a 100+ year-old institution, the story was simple: a young bank buying a legacy giant. But fresh documents are now pointing to a shocking twist that raises serious questions about how the deal was actually done.

EXPLOSIVE: How Titan Trust Bank Allegedly Used Union Bank’s Own Assets to Fund Its Takeover

Titan Trust Bank

According to findings, Titan Trust Bank allegedly secured a $300 million loan from African Export-Import Bank (Afreximbank) to fund the acquisition of Union Bank of Nigeria. On paper, Titan Trust Bank was the borrower. But in reality, the collateral reportedly included shares, treasury bills, and assets belonging to Union Bank itself.

Let that sink in: the bank being acquired was allegedly used to secure the loan that bought it. Titan Trust Bank—linked to Rahul Savara and Cornelius Vink— is believed to have engineered a scheme so bold it’s almost unbelievable. The plan? Have Union Bank allegedly repay the very illegal loan used to purchase it—using depositors’ funds! If allowed to succeed, the outcome is stark: TitanTrust Bank’s shareholders would end up owning one of Nigeria’s oldest banks for free!

Even more alarming is the alleged complicity of Godwin Emefiele, then Governor of the Central Bank of Nigeria (CBN), who is said to have turned a wilful blind eye to a deal that flew in the face of the CBN’s strict rules against using borrowed funds to acquire Nigerian banks.

It is unbelievable that Godwin Emefiele would allow an inconsequential bank like Titan Trust Bank to plunge a legacy and systemically important bank like Union Bank into a huge and needless debt – just to satisfy the greed of the owners of Titan Trust Bank.

The  Afreximbank loan is reportedly structured in a manner that will force Union Bank to keep using its depositors’ funds to repay the unlawful loan.

By the third quarter of 2025, the situation had reportedly worsened. Exchange rate shocks and rising interest costs pushed the total exposure to over ₦500 billion. What started as a $300 million facility ballooned into a massive financial burden.

It gets deeper. An audit later allegedly described the acquisition/loan arrangement as “unethical financial engineering.” The audit allegedly pointed to possible misuse of foreign loans, questionable financial reporting and improper withdrawals from customer funds.

The fallout has already begun. Following leadership changes at the CBN, the board and management of Union Bank were removed in January 2024. That decision is now being contested in court, adding another layer of controversy to an already explosive situation.

Behind the scenes, ownership of Titan Trust Bank also raises eyebrows. The bank, incorporated in 2018, is largely owned by Dubai-based firms linked to powerful business interests, including individuals such as Rahul Savara and Cornelius Vink.

This is no longer just a banking story. It is a test of transparency, regulation and accountability.

If these allegations hold true, then one question refuses to go away: Who really paid for the takeover of Union Bank and at what cost to depositors?


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Ecobank in Talks with Bank of China for Direct Yuan Settlement

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Ecobank, Pan-African lender, said it is in advanced talks with the Bank of China to set up a direct yuan settlement system by the end of 2026, eliminating the need to use the U.S. dollar as an intermediary in trade with China.

Ecobank in Talks with Bank of China for Direct Yuan Settlement

For traders in Lagos, Nairobi or Lomé sourcing goods from China, payments have so far been complex and costly.

Paying a supplier in Guangzhou typically requires converting local currency into dollars, then into yuan.

The two-step process increases banking fees and cuts into margins.

Ecobank aims to remove that constraint.

“We are looking at opportunities for us to settle with, instead of going through the dollar, we do it directly with the Chinese yuan,” Jeremy Awori, chief executive, Ecobank told Reuters.

The move reflects current trade dynamics: China is Africa’s largest trading partner by a wide margin. Chinese exports to Africa rose 26% to $225 billion in 2025, contributing to a record $348 billion in total trade.

Beijing has also expanded its financial footprint, with around $39 billion in new contracts signed in 2025, making it the largest bilateral investor by new flows.

Ecobank’s talks with the Bank of China are part of a broader shift across Africa to reduce reliance on the dollar.

In November, South Africa’s Standard Bank took a similar step by joining China’s Cross-Border Interbank Payment System (CIPS).

Across the continent, governments and financial institutions are seeking alternatives to a currency that has become costly and harder to access. Backed by the African Union, the Pan-African Payment and Settlement System (PAPSS) is already reducing conversion costs for intra-African trade. Some countries are moving further: Tanzania and Zambia have restricted the use of the dollar in domestic transactions, while the Democratic Republic of Congo plans to do the same next year.

The trend is also supported by the growing influence of the BRICS+ bloc, which Egypt and Ethiopia have joined and which is promoting a more multipolar financial system.

China is no longer the only player pursuing this strategy.

A high-stakes contest is emerging with the United Arab Emirates for financial and logistical influence in Africa.

Abu Dhabi is expanding its presence through investments in ports and energy infrastructure, alongside financial initiatives.

The UAE has signed multiple currency swap agreements with countries including Egypt, Ethiopia, Kenya and Nigeria to facilitate transactions in dirhams and local currencies, reducing reliance on the U.S. dollar.

 


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CBN Warns of Cyber Hack Attempt Days after CAC Attack

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Central Bank of Nigeria (CBN) has warned the public of a fresh cyber hack attempt to access personal accounts, just days after the Corporate Affairs Commission (CAC) confirmed a major cyber attack on its systems.

CBN Warns of Cyber Hack Attempt Days After CAC Attack

CBN

In a statement signed by Hakama Sidi‑Ali, acting director of corporate communications, issued Tuesday, April 21, 2026, the apex bank said cybercriminals are circulating fraudulent emails and online messages falsely claiming to originate from the CBN.

The messages reportedly contain suspicious links and false narratives about the bank’s leadership, licensing activities, and policy decisions, with the aim of compromising Nigerians’ personal information and hacking their accounts.

The CBN reiterated that its official website remains www.cbn.gov.ng and urged Nigerians to avoid clicking links or sharing sensitive data via suspicious websites or unknown contacts. It also advised the public to verify all CBN‑related communications through the official portal and recognised media outlets, and to report suspected fraudulent sites or emails to law enforcement.

The warning comes after the CAC confirmed on April 15, 2026, that its information systems were breached by hackers, exposing millions of company documents and triggering an investigation by the Nigeria Data Protection Commission (NDPC).

The CBN said it is strengthening its cybersecurity frameworks in collaboration with relevant agencies to protect the financial system and safeguard users from digital fraud.


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