By Nobuhle L Ngema
As financial inclusion continues to be a major challenge for many communities across South Africa, FNB is enabling access to basic banking services and cash in close proximity to both the unbanked and under banked individuals.
On the 2nd of April 2025, FNB officially launched FNB AgencyPlus — a dynamic new channel within their broader banking ecosystem, designed to expand access to financial services across more communities in South Africa. The purpose of the launch was to introduce a model that empowers individuals and businesses to act as banking agents, bringing essential financial services closer to underbanked and remote areas.
FNB AgencyPlus is an extension of FNB’s banking services delivered through vetted third-party agents — typically small businesses or entrepreneurs — who operate as official FNB touchpoints. Unlike a traditional branch, AgencyPlus agents offer select banking services such as deposits, withdrawals, and account inquiries in a more informal setting. It’s a hybrid model that blends human interaction with digital convenience, ensuring customers can still access vital services without needing to visit a physical branch.
AgencyPlus is a safe and convenient way for individuals to deposit cash into an FNB account and withdraw cash from their FNB account or eWallet at a local shop or small business registered as an AgencyPlus agent. Users can also buy airtime and electricity through the solution. Banking services are provided at the store (agents) via the FNB App or cellphone banking (USSD).
FNB currently has 70 active agents in various regional communities across the country, including Gauteng, Limpopo, Mpumalanga, KwaZulu-Natal and Eastern Cape. Later this month, FNB is also looking forward to onboarding Spar Utrecht in KwaZulu-Natal and Engen Potchefstroom in North West as AgencyPlus agents.
Zibu Nqala, CEO of FNB Points of Presence says, “We have had an overwhelmingly positive response from businesses and communities since we initially rolled out AgencyPlus last year. It is unfortunate that in this day and age, a lack of access to basic banking services, which are essential to growing our economy, is still a reality for many people and families across the country. To help address this, we aim to expand AgencyPlus to as many locations as possible, as part of our commitment to ensuring that basic banking services are easily accessible in and around communities.
“In line with our alternative distribution channel strategy, the combination of our nation-wide branch network, extensive ATM footprint with the inclusion of our newly introduced Kiosks’ in Pick n Pay and our growing AgencyPlus locations allows us to help more customers to manage their cash needs easily and conveniently. Our customers really appreciate the convenience, safety and cost-efficiency that the banking service offers, as they don’t have to travel far to malls or busy towns to get their banking done,” adds Nqala.
Andiswa Bata, CEO of FNB Business explains that AgencyPlus is designed to empower small businesses (agents) to expand the services they can offer to their own customers, all done conveniently while the customers’ shop. Eligible agents also get training on compliance, business, and products, along with marketing and branding materials to use in their stores and business areas.
“AgencyPlus offers several benefits for small and medium-sized enterprises (SMEs) with growth potential. It can attract more customers to their stores and helps them manage cash flow more efficiently. The ability for customers to deposit and withdraw cash at an approved agent; means we can recycle cash closer to the places where people live and do business. This in turn reduces the need for agents to hold excess cash on site, which saves valuable time and money as the agent will have a less frequent need to travel to a bank branch to deposit their earnings. Additionally, SMEs can earn extra income through the commission paid by FNB for the services the agents provide,” stats Bata.
“The launch of AgencyPlus is in line with our strategy to offer customers a wider choice of simple, real, and affordable help through accessible everyday channels. The objective is to provide an additional FNB point of presence for our customers, as we meet them at their point of need and offer them a greater choice on how and where they can manage their transactions. We are continuously working on ways to expand and improve these solutions, to provide an enhanced experience for both our customers and SMEs,” concludes Nqala.
Joining AgencyPlus involves a simple yet rigorous application process to ensure quality and compliance. Interested individuals or businesses can apply through our website or by visiting a participating FNB branch. Applicants need to meet specific criteria, including having a suitable business location, access to basic technology, and the ability to maintain financial and operational integrity. Once vetted and approved, they receive training, branding, and digital tools to start operating as FNB agents.
There are significant benefits to joining AgencyPlus. For communities, it improves financial inclusion, access, and convenience. For agents, it presents a new revenue stream and an opportunity to build stronger customer relationships. From FNB’s perspective, it helps us scale efficiently and sustainably.
However, as with any innovation, there are shortfalls to manage — such as ensuring consistent service quality across agents, maintaining security standards, and navigating infrastructure challenges in remote areas. We are continuously working on strengthening these areas as the model evolves.
Customer needs are constantly evolving — driven by technology, economic shifts, and lifestyle changes. To remain relevant, trusted, and impactful, it’s essential that we innovate and improve continuously. Enhancing our services not only strengthens customer loyalty and satisfaction but also helps us fulfil our broader mandate of financial empowerment and inclusion for all South Africans.
