Serving women customers

Module 04 / 5 · 50 min

Make every channel work for women: respectful communication, a welcoming branch, flexible hours, women agents, safe mobile banking and literacy-friendly materials.

In this module you will learn to

Communicate respectfully and clearly with women customers of different backgrounds
Describe branch, hours and agent arrangements that remove time and mobility barriers
Help a woman customer use mobile channels safely, including fraud awareness
Explain products and contracts to customers with limited literacy using a check-back method

Built on

Erudite Africa training module: Ethiopian Context, topic 4.f Gender-Sensitive Financial Services, Level 1 (October 2026)
World Bank Africa Gender Innovation Lab with the NBE: Making Ethiopia's Financial Sector Work for Women (March 2024)
National Financial Inclusion Strategy II (2021 to 2025), the NFIS-III refresh and the Women's Financial Inclusion Scorecard (NBE with the World Bank)
NBE Proclamation No. 1359/2025 and NBE directives as listed in the lessons: SBB/91/2024, SBB/72/2019, NBE/INT/13/2026, Instruction FCPED/142/26; consumer protection rules reported as FCP/01/2020
A commercial bank's Revised Credit Procedure Manual (August 2025), unnamed, including its references to Proclamation No. 1147/2019 and Directive MCR/01/2020

Examples and organizations are fictional. Apply your own organization's approved policies.