Publications

How to Develop an Institutional Code of Ethics

06 May 2014

    The Smart Campaign’s client protection principle on Fair and Respectful Treatment of Clients encourages financial service providers to treat clients with fairness and respect and to ensure that measures exists to detect and correct corruption and abuse, particularly during the credit sales and collection processes. An institutional Code of Ethics helps employees practice fair and respectful treatment of clients by defining clear standards of ethical behavior that they must uphold. […]

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    Grameen Financial Services Code of Conduct e-Learning Module

    06 May 2014

      Grameen Financial Services Pvt. Ltd. (GFSL) is an Indian Non Banking Financial Company (NBFC) that strives to enable economic and social change in poor and low-income households via its financial and development services. Currently GFSL operates in the states of Maharashtra, Karnataka and Tamil Nadu, serving 321,161 active borrowers with an outstanding loan portfolio of $55.84 million. Launched in 1999 as Grameen Koota in Bangalor (Karnataka), the NGO quickly expanded […]

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      Client Protection Certification Standards

      06 May 2014

        Client protection certification standards describe where the microfinace industry sets the bar in terms of client protection.  To be Certified, a financial institution (FI) needs to comply with the indicators corresponding to the following 30 adequate standards of care for client protection.

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        Avoidance of Over-Indebtedness: Guidelines for Financial and Non-Financial Evaluation

        06 May 2014

          “Avoidance of Over-indebtedness: Guidelines for Financial and Non-financial Evaluation” is a tool for financial service providers that want to incorporate good client protection practices into their evaluation processes for individual loan clients. Specifically, the tool provides guidelines for determining a loan applicant’s capacity and willingness to repay a loan. A careful evaluation process is critical to avoiding client over-indebtedness, the situation in which a client cannot repay a loan without […]

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          Best Practices in Collections Strategies

          06 May 2014
          • Bettina Wittlinge
          • Luz Carranza
          • Tiodita Mori,

          Past-due or non-collectible loans are part and parcel of the financial sector. As past-due rates surpass expected limits, though, this piece of the credit cycle can become a true problem. While often seen as a final step in the lending cycle, collections actually plays a much more integral role in the overall process. In recent years microfinance institutions (MFIs) have sought to develop new and more effective strategies for collections. […]

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          Swadhaar's Policy on Collection of Overdues from Delinquent Clients and Other Recovery Policies

          06 May 2014

            Swadhaar FinServe Pvt. Ltd. (SFPL) is an Indian Non Banking Financial Company serving the states of Maharashtra and Gujarat. Based in Mumbai, SFPL serves Western India’s urban poor, striving to increase their access to financial services so that they may increase their economic capacity and develop a more secure financial future. SFPL currently offers two loan products: a joint-liability group loan targeting economically active women, and an individual business loan […]

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            Treating Clients with Respect at Fundación Mundo Mujer Popayán

            06 May 2014

              Treating clients with dignity and respect helps financial service providers adhere to both their social mission and financial goals.It is a “win-win”—the client is satisfied and the provider gains the client’s loyalty and continued business. This dual advantage can motivate providers to improve their policies and procedures governing staff-client relations,including collections practices, ethical standards, complaints mechanisms, and staff training. The Smart Campaign’s Client Protection Principle on Fair and Respectful Treatment […]

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              Responsible Treatment of Clients: Practicing Non-discrimination

              06 May 2014

                Financial service providers should treat clients (including potential clients) with honesty, fairness, and respect. Due to their low social status, many low-income clients receive poor treatment when interacting with mainstream business or government organizations. This is not acceptable for pro-client financial service providers. Financial service providers discriminate when they treat people differently and less favorably because of characteristics that are not related to their ability to meet the requirements of […]

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                Código de Ética y Conducta

                06 May 2014

                  En Compartamos tenemos fuertes valores compartidos que delinean nuestra personalidad y que se expresan a través de acciones concretas que siempre buscan el bien de los demás. Nos dedicamos a ofrecer oportunidades, te invito a que des el primer paso aceptando tú mismo la oportunidad de convertirte en mejor persona, de servir con un interés auténtico en la persona, de vivir y trabajar con pasión y responsabilidad, de reconocer el […]

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