Client Protection Pathway Implementation Series

The Client Protection Pathway describes the steps that a financial service provider can take to implement the client protection practices necessary to avoid harming clients and communicate this progress to investors. The Pathway gives providers a roadmap for implementing the Client Protection Standards and helps them stay on track. Protecting your clients is essential to your business and to their welfare, but it is not easy. At every step on the Pathway, we have resources and support ready for you. When you join the Client Protection Pathway, you join a global network of people who are committed to client protection.

This Webinar Implementation Series is designed for small- and medium-sized financial institutions. Participants learn and discuss the specific practices and policies that support good client protection. Topics are relevant both to institutions that want to further develop existing practices and to institutions that are just getting started with client protection. We encourage all financial service providers on the CP Pathway to implement better practices by learning about critical client protection topics covered in this Implementation Series.

In the following sections, the webinars are displayed from the most recent to the oldest.

Videos and presentation slides are shared in English, and French and/or Spanish when available.

CP Pathway #7: Implementing Client Protection in Insurance Practices

In financial services, clear communication is crucial, especially when offering complex products like insurance. The Implementation Series #7 webinar, conducted by Rula Mheissen (CP Specialist at Cerise+SPTF), highlights key requirements for FSPs to deliver insurance products responsibly.  

The session provides key guidance on integrating client protection principles into insurance practices. We delve into the responsible design and transparent communication of insurance terms, (timestamp 8:13 in the recording) illustrating how these factors can enhance client understanding and trust. We then also explore the essential metrics and KPIs (at 20:44), which are crucial to tracking the efficiency of the products and their suitability to clients.

The webinar also features key insights from guest speakers:

• Bdour Hyari, Director of Strategic Planning & Business Development at Microfund for Women, showcases the AFYATUNA microinsurance program (at 29:12), demonstrating how combining qualitative and quantitative research enhances market understanding, while strong insurer partnerships ensure long-term success. She emphasizes: “Microinsurance is about empowering clients and communities. Our responsibility is bringing the best value for our clients.”  
• Mazin Nimri, Deputy General Manager at Jordan Insurance Company (JIC) presents the insurance provider’s perspective (at 52:30), sharing lessons from AFYATUNA’s evolution into a success story. He stresses: “If you pilot the product, listen to the client, develop the product for the right reason, keep it simple, and keep an eye on the KPIs, you will ensure success for all stakeholders.”  

CP Pathway #6: Implementing fair collection strategies

In the 6th webinar in the Client Protection Pathway Implementation Series, Rula Mheisen, Client Protection Pathway trainer, reviews the collection cycle and process, the collection manual and its contents, and ensuring implementation of key client protection elements. Two guest speakers also present case studies: Ehab Najeeb, Head of Retail and Microfinance Collection at the Agricultural Bank of Egypt, describes the transformation of their collection department after applying client protection standards and Issam Shnoudeh, Chief Business Officer at Tamweelcom – Jordan, discusses how to make “collection with dignity” a part of organizational culture.

CP Pathway #5: The role of governance

The 5th webinar in the Client Protection Pathway Implementation Seriesreviews the role of the board and senior management in ensuring that strong client protection practices are incorporated and sustained in a financial institution. It will cover – (1) Importance and role of the Board in providing strategic direction on client protection, (2) How can the board and management identify, analyse and respond to/mitigate the risk of weak client protection practices in a financial institution, and (3) With DFS increasing its footprint, what is the role of governance in ensuring client protection standards are implemented in an FSPs digital products and processes.

CP Pathway #4: Complaints handling mechanism

The 4th webinar in the Client Protection Pathway Implementation Series offers participants insights into how they can create an effective complaints handling mechanism that can also act as a feedback system.

CP Pathway #3: Ensuring client level transparency

This 3rd webinar in the Client Protection Pathway Implementation Series emphasizes the importance of communicating across all touch points with clients, and what should be communicated at each touch point thereby ensuring transparency is not be a one-time activity but rather incorporated along the customer journey.

CP Pathway #2: Preventing Over-indebtedness – A Systems Approach

The second webinar in the Client Protection Pathway Implementation Series deep dives into policy and practices related to preventing client over-indebtedness. While emphasising repayment capacity assessment, we also address other financial service provider systems that can help prevent over-indebtedness. These include product and process design, staff training and incentives, and monitoring.

CP Pathway #1: Overview of the new Client Protection Pathway

This webinar explains the CP Pathway, the new Client Protection Certification program, and the resources available to support financial service providers.