In 2008, facing rising default rates, Fin-Común developed an approach called Collections with Dignity and carried out a detailed revision of the collections process to focus more on client outcomes and loan recovery. It put policies and procedures in place to implement this new philosophy. FinComún staff have been very pleased with the effects on portfolio quality and client relations.
Case studies & Field examples
SMART Note Cobranza Con Dignidad En Fincomún
En el 2008, al enfrentarse con altas tasas de castigo, FinComún desarrolló un programa llamado “Cobranzas con Dignidad” y realizó una revisión total del proceso de cobranza para enfocarse más en los resultados de los clientes y la recuperación de cartera. Implementa entonces políticas y procedimientos para implementar entre su personal una nueva filosofía de cobranza. El personal ha estado muy contento con los efectos de esta en las relaciones con los clientes y la calidad de la cartera.
Case studies & Field examples
SMART Note Cobrança com dignidade no FinComún
Em 2008, vendo-se diante de altas taxas de inadimplência, o FinComún desenvolveu um programa chamado “Cobrança com Dignidade” e fez uma revisão geral do processo de cobrança para centrar o foco nos resultados dos clientes e na recuperação da carteira. Foram estabelecidos políticas e procedimentos para implementar entre os funcionários uma nova filosofia de cobrança. A equipe ficou muito satisfeita com os efeitos dessa abordagem para as relações com os clientes e a qualidade da carteira.
Tools & Templates
Política de Swadhaar dobre cobrança de pagamentos devidos por clientes inadimplentes e outras política de recureração de crédito
Este ejemplo de Swadhaar incluye un Código de Conducta para las colecciones y Colecciones Prácticas de la institución para Préstamos Group, los cuales proveen el personal colecciones con las directrices y procedimientos específicos para tratar a los clientes con dignidad durante el proceso de cobranza.
Guide/Manual
Training tips to create SPI Online accounts and audits
As part of training on SPI Online, this guide helps the trainees create an audit to test the platform so it is easier for the trainor to follow their first steps. Trainees will be able to reuse their account after the training.
Guidelines
Integrating customer empowerment into the Universal Standards
This document analyses how customer empowerment fits into the USSEPM and makes recommendations for additional indicators and essential practices
Case studies & Field examples
Strengthening Customer Empowerment in ASKI
Report of customer research to identify and map points of disempowerment for customers of Philippine MFI, ASKI. Recommendations for actions to promote customer empowerment.
Publications
Developing Actions for Customer Empowerment in the Philippines: Sector-level Mapping
This sector mapping initiative aims to get a deeper understanding of contextual factors that affect empowerment among Filipino customers and explore practical solutions at the provider and market levels to address customer disempowerment. This study engaged sector-level players and financial customers in conversations to understand context and other external factors that affect customer empowerment.
Case studies & Field examples
Garment Workers Experience with Wage Digitization in Bangladesh
Research to understand the experiences of garment workers in Bangladesh whose employers changed from paying them in cash to paying them digitally, either into a bank or a mobile money account. This led to an awareness raising campaign and education materials to better prepare workers for this change to digital wages
Guidelines
Customer Empowerment in Finance
Makes the case for customer empowerment and provides guidance building this into end-to-end projects or specific aspects, such as user research or projects.
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