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Collecting and Using Exit Survey Data

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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. 
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A Guide to Client Protection Assessments

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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.”

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Resolving Client Complaints: The Example of Ujjivan, India

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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. 

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

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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.

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Putting Transparency into Practice: Communicating About Pricing

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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.

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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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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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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 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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Smart Note: Customized IT at Caja Morelia safeguards client data

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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.

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