Tools & Resources All Tools & Resources

Search for tools:

Financial Service Provider

Collecting and Using Exit Survey Data

Email Print PDF
This tool discusses how financial institutions (FIs) can design exit survey tools, collect exit data, and use them for designing and improving products and services. It explains a five-step process for developing, introducing, and using an exit survey. FIs with existing exit surveys can use the tool to rethink and strengthen their current tool. Those without an existing tool can use it to understand their options and design a tool. 
Read more »  
 

UGAFODE’s Complaints Handling: A Case Study

Email Print PDF
This case study describes UGAFODE’s customer complaint handling system, and how this lines up with both Client Protection Principle 7, mechanisms for complaint resolution, and with the Universal Standards for Social Performance Management.
Read more »  
 

Training Tool for Data Privacy

Email Print PDF
In simple terms, the Smart Campaign’s Client Protection Principle 6 affirms that clients share very important personal and financial information with FIs and that it is the responsibility of FIs to protect the privacy and confidentiality of such data. If a financial instution has to share the client data with outside agencies, it should seek necessary approval from the client before sharing the data. This tool illustrates what could go wrong if proper policies and procedures for protecting the privacy of client data are either not implemented or not followed.
Read more »  
 

A Guide to Client Protection Assessments

Email Print PDF

The Smart Campaign offers three options for a financial institution (FI) to evaluate its client protection practices. To help make the most appropriate choice, the Smart Campaign created a helpful and comprehensive resource for FIs, “A Guide to Client Protection Assessments.”

Read more »  
 

Tool Recommendations to Address Gaps

Email Print PDF

After conducting an initial evaluation of practices with the Getting Started Questionnaire, using this helpful guide “Tool Recommendations to Address Gaps” can help an MFI be directed towards especially helpful resources to improve its client protection performance and adherence to the standards and indicators of the Client Protection Principles.

Read more »  
 

Crezcamos’ Welcome Kit

Email Print PDF

The objective in the development of this kit was part of a series of strategic activities that Crezcamos carried out to strengthen its practices in client protection. The kit was developed with the guidance of the Smart Campaign tool ‘Essential Documents for New Clients.’

Read more »  
 

Resolving Client Complaints: The Example of Ujjivan, India

Email Print PDF

This case study describes the successful implementation of Client Protection Principle #7 — Mechanisms for Complaint Resolution, by the Indian MFI Ujjivan Financial Services Pvt Ltd. All financial service providers should have in place a timely and responsive mechanism to resolve client problems and improve their products and services. 

Read more »  
 

Smart Operations

Email Print PDF

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.

Read more »  
 

Smart Microinsurance: An Overview for Microfinance Institutions on Incorporating Client Protection Practices into Microinsurance

Email Print PDF

The Smart Campaign and the Microinsurance Network present “Smart Microinsurance”—a tool designed specifically for microfinance institutions (MFIs) that serve as intermediaries, offering microinsurance products provided by an external insurance company.

Read more »  
 

Responsible Treatment of Clients: Practicing Non-discrimination

Email Print PDF

This tool provides financial service providers with insight into the difference between client targeting and harmful discrimination and illuminates examples of common forms of discrimination. Finally, the tool provides financial service providers with seven action steps to correct and prevent discrimination.

Read more »  
 

Compulsory Group Training Tool

Email Print PDF

This tool is designed to help MFIs develop a more robust framework to incorporate good client protection practices into their compulsory group training. This tool is most suited for MFIs who employ village banking methodology and Grameen Style “group or groups” methodology.

Read more »  
 

Transparency in Promotions and Sales: A Checklist for Financial Service Providers

Email Print PDF

This tool focuses on the first point of contact with the client—the initial “sales pitch.” Financial service providers can use this tool to improve transparency when promoting and selling credit and savings products.  The tool contains five “good practice” checklists.

Read more »  
 

Putting Transparency into Practice: Communicating About Pricing

Email Print PDF

This brief document describes how financial service providers observe the principle of transparency, current resources that exist to help providers understand and communicate their prices to clients, and information on where providers can find more information from the Smart Campaign and MFTransparency.

Read more »  
   

Illustrations and Activities for Training Loan Officers on Customers’ Rights and Responsibilities (Sahayata Micro Finance Pvt. Ltd.)

Email Print PDF

In March 2011, the Smart Campaign issued a Call for Tools to the microfinance industry: “Training Staff for Ethical Behavior.” Sahayata Micro Finance Pvt. Ltd. (India) shared with the Campaign their illustrations and activities for training loan officers on customer rights and responsibilities.

Read more »  
 

Code of Conduct E-Learning Module (Grameen Financial Services Pvt. Ltd.)

Email Print PDF

Grameen Financial Services Pvt. Ltd. (GFSPL) shared with the Campaign its Code of Conduct E-Learning Module, which is used to test employee knowledge of the institution’s Code of Conduct.  GFSPL’s code was created based on other codes endorsed by leading microfinance bodies in India as well as the guidelines offered by the Smart Campaign

Read more »  
 

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

Email Print PDF

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.

Read more »  
 

Collections Guidelines for Financial Service Providers

Email Print PDF

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. 

Read more »  
 

Smart Lending: Client Protection in the Group Lending Process – India

Email Print PDF

This guide is designed to help MFIs incorporate good client protection practices into their group lending policies and operations. The tool is applicable to Grameen-style group of groups credit methodology and was developed specifically for Indian MFIs.

Read more »  
 

Smart Savings: Client Protection in the Savings Process

Email Print PDF

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.

Read more »  
 

Smart Lending: Client Protection in the Group Lending Process

Email Print PDF

This guide is designed to help MFIs incorporate good client protection practices into their group lending policies and operations. The tool is applicable to a wide range of credit methodologies and can be adapted for use by various forms of group lending including village banking methodology and “group of groups” methodology.

Read more »  
 

Loan Contract Summary Handout (Mibanco)

Email Print PDF

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.

Read more »  
 

Smart Note: Customized IT at Caja Morelia safeguards client data

Email Print PDF

Upon transforming to a regulated financial services provider, Caja Morelia needed to meet federal data management and reporting requirements. Faced with these new technology needs, Caja invested in a data management system and supporting processes to provide superior data security.

Read more »  
 

Smart Note: Facing Over-indebtedness at Partner Microcredit Foundation

Email Print PDF

Partner Microcredit Foundation avoids client over-indebtedness by recognizing that a risk for the client is a risk for the institution. Partner performs rigorous credit analysis of its clients before issuing a loan and follows up with audits to verify proper staff behavior and discover why clients are not able to meet their obligations.

Read more »  
 

Complaints-Handling Manual (Tamweelcom)

Email Print PDF

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. 

Read more »  
 

Complaints-Handling Brochure for Clients (Opportunity Bank)

Email Print PDF

Opportunity Bank Serbia has shared with the Campaign a client brochure detailing exactly where and how to lodge a complaint. The brochure provides clients with a list of steps for introducing a complaint or suggestion through various means and next steps and what to do if the client is not happy with the outcome.

Read more »  
 

Complaints-Analysis Spreadsheet (Fundacion Delamujer)

Email Print PDF

Fundacion Delamujer has shared with the Campaign their complaints analysis spreadsheet for monitoring and classifying complaints. It is intended to divide complaints according to their importance, type, and branch. 

Read more »  
 

Complaints-Handling Manual (FONDESURCO)

Email Print PDF

FONDESURCO in Peru shared their Complaints-Handling Manual with the Campaign. The manual carefully describes the complaints process and who is responsible for each piece.

Read more »  
 

KazMicroFinance: How to Assess Client Businesses

Email Print PDF

KazMicroFinance shared with the Campaign their PowerPoint training for loan officers, “How to Assess Client Businesses.” This short presentation trains loan officers in how to thoroughly evaluate a potential client.

Read more »  
 

Microfund for Women: Client Business Evaluation Toolkit

Email Print PDF

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. 

Read more »  
 

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

Email Print PDF

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.

Read more »  
 

Smart Lending: Client Protection in the Individual Loan Process

Email Print PDF

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.

Read more »  
 

How to Develop an Institutional Code of Ethics

Email Print PDF

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. 

Read more »  
 

Best Practices in Collections Strategies

Email Print PDF

ACCION International explains the collections process it employs and draws on its experiences with collections programs throughout Latin America and with new collaborations in India. Read more about the best practices that a microfinance institution should consider when attempting to successfully implement collections activities.

Read more »  
 

Smart Note: Collections with Dignity at FinComún

Email Print PDF

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.

Read more »  
 

Conducting Client Protection Assessments: A Guide

Email Print PDF

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.

Read more »