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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.

We encourage all financial service providers on the Pathway to implement better practices by learning about critical client protection topics covered in our Implementation Series. Signing up to the Client Protection Pathway signs you up to the series. You can find recordings and presentations from past events here.

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.

  • Watch the webinar in English
  • Watch the webinar in Spanish

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.

  • Watch the webinar in English
  • Watch the webinar in French
  • Watch the webinar in Spanish

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.

  • Watch the webinar in English
  • Watch the webinar in French
  • Watch the webinar in Spanish

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.

  • Watch the webinar in English
  • Watch the webinar in French
  • Watch the webinar in Spanish

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.

  • Watch the webinar in English
  • Watch the webinar in Spanish

CP Pathway Webinar #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.

  • Download the prensentation in English