Concepts
Given the critical importance of client retention as a key factor for the sustainability of financial institutions, it is essential to understand and apply the Client Protection Standards (CPS).
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These standards were introduced in 2009 to prevent harm to borrowers, and have since evolved into a valuable tool for delivering quality service, helping institutions achieve better financial and social performance across various financial entities globally.
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This seminar covers all the core indicators required for certification and will help you assess how aligned your institution is with the International Client Protection Standards.
It will also raise awareness among your staff on the importance of quality customer service, particularly relevant if your institution plans to pursue certification in the near future.
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Topics
MicroRate presents eight updated international standards (2024), covering concepts, performance indicators and practical examples:
- The institution’s products, services, and channels benefit clients
- The institution avoids client over-indebtedness
- The institution provides clear and timely information to support client decision-making
- The institution sets prices responsibly
- The institution ensures fair and respectful treatment of clients
- The institution protects client data and informs clients of their rights regarding data use
- The institution receives and resolves client complaints
- Governance and senior management are committed to client protection, supported by HR systems
Basic indicators required for certification will be presented, along with requirements to achieve Bronze, Silver, and or Gold certification categories
Target Audience
- Board of Directors / Supervisory Boards
- Senior management
- Business (commercial / collections)
- Operations and Human Resources
- Customer Service
- Social Responsibility or Sustainability
- Internal Control (Risk, Internal Audit)
- Marketing
- Finance
- Other relevant departments
Duration
3–4 hoursEmpiece a escribir aquí...