Mamun’s Story

Mamun, aged 51, has been providing digital financial services as an agent for the past year. His shop, located in the busy area of Mirpur 13 in Dhaka city, is primarily a departmental store, and his cousin helps him manage it. While affluent people live in the area, many of his customers are from lower-income groups, including garment workers and rickshaw pullers.

To secure his agentship, Mamun submitted his National ID, TIN (tax certificate), and trade license. He also underwent a half-day training on the service delivery mechanism.

In his shop, Mamun offers mobile recharges and mobile banking services for multiple platforms. His services include account openings, cash-ins, bill payments, and cash-outs. Mamun chooses to avoid remittance services due to concerns over security issues related to handling foreign money.

Mamun regularly deals with customers who face challenges like resetting their PINs, checking accounts, and resolving fraud issues. However, he refrains from managing these issues himself and directs customers to contact the relevant customer care service, as handling such matters could lead to complications. He is also cautious when performing financial transactions, ensuring he does not input customers' PINs or mobile numbers, preferring to maintain strict security protocols.