Tools & Resources

Tools & Resources

How to Develop an Institutional Code of Ethics

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Most microfinance institutions already have a Code of Ethics, but many of these Codes are not “living” documents that carry significance within the organization. This short guide provides concrete suggestions for creating or remaking an institutional Code of Ethics. 

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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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Complaints-Handling Manual (Tamweelcom)

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Tamweelcom  in Jordan has provided the Campaign with their Complaints Handling Manual, which contains detailed scripts of telephone interactions with clients, a flow chart of the complaints process within the institution, as well as their internal forms to be filled out by both clients and staff when a complaint is lodged. 

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Conducting Client Protection Assessments: A Guide

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This guide describes the different client protection assessment options available to financial institutions, how your institution can benefit from an assessment, walks you through the assessment processes, and explains how to use your assessment once it is complete.

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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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Responsible Pricing: The State of the Practice

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This discussion paper examines the full range of approaches to responsible pricing of loans, from promoting competition, to return on equity limitations, to interest rate caps, to comparative transparency.

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Smart Note: Building Institutional Culture Around a Code of Ethics at Compartamos

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Compartamos trains all new recruits on the Code of Ethics. The Smart Campaign encourages institutions to download and review this documents as an example of a well-organized, concise overview of a detailed Code of Ethics document.

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Smart Operations

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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 and to understand how responsibilities are shared among operational departments.

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