The AMMBAN national president stressed that millions of Nigerians, particularly in rural and underserved communities, remain financially excluded despite notable progress in the sector.

Speaking at the third edition of the Payments Forum Nigeria (PAFON 3.0), themed “Fair Digital Payments as a Catalyst for Deepening Financial Inclusion in Nigeria,” Oti, represented by Alhaji Yusuf Adeyemo, vice president of the Association of Mobile Money and Bank Agents in Nigeria (AMMBAN), said agency banking has become Nigeria’s most practical and scalable solution for bridging the persistent financial access gap caused by poor infrastructure, low financial literacy, trust deficits, and high service delivery costs.

According to him, without effective last-mile financial access, Nigeria’s financial inclusion ambitions may remain unattainable.

Oti noted that through extensive agent networks, Nigerians now enjoy convenient access to critical financial services including cash deposits, withdrawals, transfers, bill payments, account opening, and other essential banking products, adding that beyond transactional services, agency banking offers trust, human interaction, and proximity-factors that purely digital channels cannot fully replicate.

“Agency banking has emerged as the most practical, scalable, and human-centred solution,” he stated, adding that agents serve as trusted financial intermediaries within local communities.

Highlighting AMMBAN’s contributions, Oti said the association has played a central role in strengthening Nigeria’s financial inclusion ecosystem through policy advocacy, professional training, rural agent expansion, fraud awareness campaigns, consumer protection initiatives, and strategic collaborations involving banks, fintechs, telecom operators, and mobile money providers.

The AMMBAN national president further noted that the agency banking sector has created millions of jobs and unlocked significant economic opportunities nationwide.

Oti acknowledged the contributions of major ecosystem drivers, including the Central Bank of Nigeria (CBN), which he said continues to provide regulatory support through financial inclusion frameworks, consumer protection policies, and interoperability initiatives.

He also credited the Shared Agent Network Expansion Facilities (SANEF) for accelerating agent expansion across the country, while Enhancing Financial Innovation and Access (EFInA) was recognized for its support through research, innovation funding, and data-driven insights.

Despite these achievements, Oti warned that the sector continues to grapple with significant obstacles such as liquidity shortages, network instability, fraud risks, poor agent profitability, infrastructure deficits, and overlapping regulations.

He stressed that these challenges must be urgently addressed to sustain growth and deepen inclusion.

“For inclusion to truly deepen, digital payments must be affordable, reliable, transparent, and accessible to all Nigerians,” he said, insisting that fairness in digital payments is essential to closing the financial inclusion gap.

He warned that unfair pricing structures, unstable systems, and exclusionary payment models could further marginalize vulnerable populations.

Looking ahead, Oti urged stakeholders across the financial ecosystem to prioritize stronger collaboration, improved agent profitability, infrastructure development, enhanced financial literacy, increased financing access for agents, and supportive regulatory frameworks.

He projected that Nigeria’s financial inclusion future will be “phygital,” combining physical agent networks with digital platforms to create seamless financial access.

According to him, agents are rapidly evolving beyond transaction points into community-based financial service hubs capable of driving grassroots economic development.

“Agency banking is no longer just a distribution channel; it is the backbone of financial inclusion in Nigeria,” Oti declared.

He reaffirmed AMMBAN’s commitment to working with regulators, financial institutions, and technology providers to strengthen the ecosystem, empower underserved populations, and build a more inclusive national financial system.

Digital wallet use, especially in Africa, makes sense when so many people live in rural areas where there isn’t easy access to another way of accessing money, such as through ATMs. 

Bank of America predicts that by 2026, digital wallets will be used by more than 5.3-billion people, which is more than 50% of the world’s population.

Other estimates suggest this number may even be as high as two-thirds of the world’s population, growth that is being driven by emerging markets, particularly African economies.

Globally, the main driver for digital products was COVID-19, which forced people indoors and encouraged the use of digital products.

This, says Bank of America, was particularly prevalent globally among older customers and those who had previously stuck to traditional ways of purchasing goods or banking.

In Africa, the local e-payments market is likely to see revenues gain by around 20% percent a year, according to McKinsey.

This means that the market will be worth about $40-billion by 2025. By comparison, the global market is expected to grow at 7% a year over the same time.

However, cash is still king. McKinsey says that while digital is growing rapidly as a payment form, cash is still used for 90% of all transactions on the continent, adding that because cash still dominates, offline channels and large cash network points such as Mukuru’s 320,000 access points where people can interact with cash at a booth or through an agent are still vital.

It is also important to recognise that not having a smartphone or access to 4G shouldn’t be a limiting factor for financial inclusion, which is why making use of USSD and WhatsApp (which consumes less data) is often a critical factor determining whether a financial service provider will be relevant in many African markets.

Convergence and continuum from cash to digital

As eWallets have evolved, they have moved on from being a cash-in and cash-out system to a system that enables and unlocks financial inclusion digitally.

The transition happened organically because trust was built over time on the ability to move and store cash seamlessly, making life easier for cash-based customers.

As trust grew, more digital financial products have been offered to customers.

As customers transact, they build a financial record that can unlock multiple products, as well as access to credit.

At Mukuru, we have remained focused on this layering of services, underpinned by trust and market education. As customers have become more digitally savvy, we were able to offer insurance and then loans, leveraging the customer’s transaction history to assess their credit capacity.

McKinsey calls this Wallet 2.0 and points out that there is now a move to Wallet 3.0, which is an offering that adds in-app shopping.

Mukuru customers can access multiple billers through digital channels, such as airtime, utilities or DSTV, and more services will be added in the future. The objective is to enable the other side of the equation, so to speak, by empowering merchants whose customers have more solutions and options to use their digitally stored money.

In practice, we have found that most merchants still prefer cash due to its immediacy and perceived lower cost of business — they have to pay to accept card or mobile money and sometimes that payment is not received until several days after the transaction.

The International Monetary Fund says that the informal economy is a large part of most economies in sub-Saharan Africa.

This sector accounts for between 25% and 65% of GDP, and between 30% and 90% percent of all non-agricultural employment.

This situation is not likely to change any time soon and so merchants would do well to offer both digital and cash options, in other words take a phygital approach, to take advantage of the growth opportunity in sub-Saharan Africa.

Transforming a cash-based economy into a digital one requires multiple actors in the economy to act in unison, but when done deliberately, it becomes an extension of people’s natural behaviour, taking them from cashing out transfers to the realisation they can store money digitally, transfer it to another person or seamlessly pay for any goods or services.

However, without understanding that cash still plays an important role in this process, those who only operate in the digital space will be confined to a niche market and be left behind in Africa’s fast-paced digital revolution.