Tools & Resources

Tools & Resources

Smart Lending: Client Protection in the Individual Loan Process

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This guide is designed to help microfinance institutions with individual lending operations integrate good client protection practices at the intersection points throughout the credit process. At each point in the individual lending process, the guidelines explain how MFI staff should incorporate client protection into policies and operations.

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Banco Solidario: Loan Officer Training Manual

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Banco Solidario shared with the Campaign their Loan Officer Manual, which includes a Code of Ethics for credit staff and procedures for financial and non-financial evaluation. The Code of Ethics gives loan officers full responsibility for client capacity analysis, and the manual guides loan officers thorough the analysis process.

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Avoidance of Over-indebtedness: Guidelines for Financial and Non-financial Evaluation

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This tool is 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.

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Essential Documents for New Clients

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The “Essential Documents for New Clients” refers to the set of documents that help new clients understand their full financial obligations, what they can expect from the institution, and what to do if they experience problems along the way.  

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Microfund for Women: Client Business Evaluation Toolkit

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Microfund for Women shared with the Campaign their toolkit for assessing the repayment capacity of individual borrowers. Consisting of a total of four forms—including the loan application—this toolkit provides credit staff a complete profile of the health of the potential client’s business, and their capacity to take on debt. 

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Collections Guidelines for Financial Service Providers

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This tool is a checklist for institutions to assess their collections policies and practices, with the goal of strengthening client protection during the collections process. The tool addresses collections policies, practices, manuals, and training of field staff. 

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Smart Note: Collections with Dignity at FinComún

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In 2008, FinComún, a regulated MFI in Mexico, took action to combat rising default rates through the implementation of a new collections philosophy. The institution’s new Collections with Dignity philosophy was designed to support clients facing the global financial crisis and improve both collections rates and portfolio quality.

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Smart Savings: Client Protection in the Savings Process

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This guide is designed to help MFIs, banks, NGOs, and other types of financial institutions identify and integrate good client protection practices in the savings process at every point of interaction with the client.

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Loan Contract Summary Handout (Mibanco)

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Mibanco also provides clients with a loan contract summary so that clients can easily and efficiently understand the most pertinent points of their full loan contracts. Mibanco uses this tool to verbally review the contract highlights, including the loan information, insurance costs/benefits, early repayment fees, and obligations of the guarantors.

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