Tools & Resources

Tools & Resources

Complaints-Analysis Spreadsheet (Fundacion Delamujer)

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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. 

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Loan Agreement for Small Business Clients (JSC MFO Crystal)

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JSC Microfinance Organization Crystal, Georgia shared its plain language loan contract with The Smart Campaign.  This contract is used with clients seeking small businesses credit. The contract is succinct, written in plain language, and uses very little jargon.

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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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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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Calculating Transparent Prices Tool from MicroFinance Transparency

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MicroFinance Transparency offers a basic tool to help microfinance institutions understand the factors that influence the “effective interest rate” or the APR. MFIs can use this tool to for calculating their own effective interest rates, thereby demonstrating transparent for the pricing of their loan products to anyone who asks.

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

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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.

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Complaints-Handling Manual (FONDESURCO)

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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.

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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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Complaints-Handling Brochure for Clients (Opportunity Bank)

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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.

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