Banks must train their Agents’ employees to enhance their competency before any Agent Banking activities are conducted. Training must continue for the whole period of the Agent Banking contract to equip Agents’ employees with any updates. At a minimum, training must encompass the following:
a.
Products and services offered by the Agent on behalf of the Bank;
b.
Know Your Customer (KYC) processes;
c.
Protection of Customer information and complaints handling;
d.
Fraud detection mechanisms, including identification of counterfeit money;
e.
Procedures of anti-money laundering and counter terrorist financing (AML/CFT);
f.
Equipment operation and troubleshooting;
g.
Claims processing and reconciliation;
h.
Obtaining the Retail Banking Professional Foundation Certificate (RBPFC);
i.
Agents that handle loan or credit processing must have fulfilled the requirements set by SAMA;
j.
Codes of ethics and conduct; and
k.
Procedures and mechanisms of reporting fraudulent and suspicious transactions to the Bank.
