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Recursos

541 resultados

Guide/Manual

Educando a los Clientes Sobre la Protección al Cliente: Guía para Proveedores de Servicios Financieros

Esta herramienta educativa se basa en los 6 Principios de Protección al Cliente de la Smart Campaign, la cual está actualmente desactualizada. El estándar vigente incluye 8 Estándares de Protección al Cliente. Sin embargo, la guía sigue siendo un recurso útil para que los proveedores de servicios financieros eduquen a sus clientes sobre cómo protegerse, tomar decisiones informadas y comprender sus derechos y responsabilidades. Incluye guiones para el personal, una tabla detallada de responsabilidades y materiales que pueden utilizarse en capacitaciones o como apoyos visuales para los clientes.

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Guidelines

Lineamientos de Cobro para Proveedores de Servicios Financieros

Desarrollado por The Smart Campaign, este recurso proporciona orientación práctica para que las instituciones financieras evalúen y mejoren sus políticas y prácticas de cobranza. Incluye listas de verificación, ejemplos de contenido para manuales y herramientas de capacitación diseñadas para promover un comportamiento ético y respetuoso hacia los clientes. También ofrece ejercicios grupales que ayudan al personal a manejar dilemas éticos y situaciones complejas, garantizando el reembolso de manera responsable. Aunque la campaña ya no está activa, esta herramienta sigue siendo útil para instituciones comprometidas con la protección al cliente y la sostenibilidad operativa.

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Guidelines

Ahorros Smart: Protección al Cliente en el Proceso de Ahorros

Aunque la Smart Campaign ya no está activa, esta guía sigue siendo una herramienta útil y vigente para instituciones de microfinanzas que buscan integrar prácticas de protección al cliente en el proceso de ahorro. Divide el proceso en cinco fases clave (promoción, aprobación, administración, retiros y cierre) y describe cómo aplicar buenas prácticas en cada punto de servicio. Incluye recomendaciones prácticas tanto para políticas como para operaciones, alineadas con los principios de protección al cliente. Es adaptable a diversos tipos de instituciones financieras.

Descargar (346.0 KiB)
Tools & Templates

BRAC Example of Client Training Materials at Time of Disbursement

This is a sample pre-disbursement orientation guide used by BRAC to inform clients about loan products, conditions, rights, responsibilities, and financial best practices. It serves as an informative example and should not replace official institutional guidance.

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Tools & Templates

SEF Customer Care Centre Complaints Procedure

This document outlines the customer care complaints procedure used within a financial service provider. It explains how to handle general complaints, escalation rules if no feedback is received within 7 working days, and how to respond to priority issues. It also includes follow-up requirements and full resolution logging. This resource is useful for customer care and operations teams and can be adapted to other institutional settings.

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Tools & Templates

Loan Evaluation Sample Form

This document is a sample loan evaluation form used by financial service providers. It illustrates key criteria and basic information required before approving a loan. It should not be used as a substitute for official institutional policies.

Descargar (177.7 KiB)
Guide/Manual

How to Design a Complaints Mechanism

This resource outlines how to design an effective complaints mechanism for financial institutions. It is based on Client Protection Principle #7 from the Smart Campaign, which now falls under the broader framework of the 8 Client Protection Standards. The tool presents practical steps, key features, examples, and common issues to improve complaint systems. It is useful for both institutions with existing mechanisms and those starting from scratch.

Note: Although this guide refers to the earlier principles, the content remains relevant under the updated Client Protection Standards.

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Case studies & Field examples

Training Tool on Data Privacy – Case Studies

Five case studies from Indian financial service providers designed to illustrate what can go wrong if proper data privacy policies and procedures are not followed. This training tool uses real-life case studies to highlight common data privacy risks and errors, while providing guidance for staff training and client education.

Note: this document is based on the 6 Client Protection Principles of the Smart Campaign. Since 2022, the sector has been following 8 Client Protection Standards, which make this document outdated but still relevant as a guide for implementing best practices in the field.

Descargar (288.5 KiB)
Guide/Manual

Educating Clients About Client Protection: A Guide for Financial Service Providers

This educational tool is based on the 6 Client Protection Principles from the Smart Campaign, which is now outdated. The current standard includes 8 Client Protection Standards. However, the guide remains a useful resource for financial service providers to educate clients on how to protect themselves, make informed decisions, and understand their rights and responsibilities. It includes scripts for staff, a detailed responsibilities table, and materials that can be used in training or as visual aids for clients.

Descargar (236.3 KiB)
Guide/Manual

Collections Guidelines for Financial Service Providers

Originally developed by The Smart Campaign, this tool provides practical guidance for financial service providers to assess and improve their collections policies and practices. It includes checklists, sample manual contents, and staff training tools to promote ethical behavior in collections. Group exercises help field staff handle ethical dilemmas and difficult clients while ensuring repayment. This resource remains highly relevant for institutions committed to respectful and responsible collections practices. It supports a culture of client protection while maintaining institutional sustainability and operational consistency.

Descargar (351.1 KiB)