Tools & Resources

Tools & Resources

Due Diligence Checklist for Investors

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This Checklist for Investors is the product of collaboration between CGAP, The Smart Campaign, and many investors. It draws on investor practice and experience. This checklist is not designed as a standalone due diligence tool. Instead, it is designed to lower transaction costs by presenting questions to add to common due diligence topics.

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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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Client Protection and Ethics Codes: Examples for Getting Started

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A number of organizations have already adopted either client protection or ethics codes and charters. Following are links to some organizations who have shared their internal codes with the Campaign.

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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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Client Education Tools

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This list represents tools and resources that are models of client protection focused client education materials, chosen to help microfinance institutions communicate to their clients about their rights and responsibilities. The resources are from diverse regions and institution types.

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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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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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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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Best Practices in Collections Strategies

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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.

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