Publications

Smart Operations A Guide for Financial Institutions on Incorporating Client Protection Practices into Institutional Operational Areas

06 May 2014

    Financial institutions (FIs) must involve employees from every operational area in an effort to achieve adequate client protection. Rather than designating client protection as a “special project” to select employees, FIs should ensure that each department has specific client protection responsibilities. This tool suggests appropriate roles for 11 of the most common areas of microfinance operations. FIs can use this tool to assign client protection responsibilities to each operational department […]

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    Implementing the Client Protection Principles

    06 May 2014
    • Sarah Forster
    • Estelle Lahaye
    • Heather Clark
    • Antonique Koning
    • Kate McKee

    As the microfinance sector has come under more intense scrutiny than ever before, responsible finance initiatives have picked up steam. Hundreds of organizations from across the industry (providers, associations, funders, etc.) have come together in the SmartCampaign,endorsing six core Client Protection Principles for microfinance and committing to implement specific improvements in products, practices, and policies. As of November 2010, more than 100 investment organizations have endorsed the Principles and are […]

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    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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