CP Pathway - Webinar 3: Ensuring client level transparency

Wednesday, January 19, 2022 3:30 am
This event does not repeat

Wednesday, January 19, 2022, 08:30am (UK) GMT 
Ensuring transparency should not be a one-time activity but should be incorporated along the customer journey. In series three we will emphasize the importance of communicating across all touch points with clients, and what should be communicated at each touch point.

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The new Client Protection Pathway launch provides an opportunity to take stock of how we put clients at the center of our work. To support financial service providers to continue to upgrade their client protection practices, SPTF-CERISE is hosting the Client Protection Pathway Implementation Series in 2021 and 2022. Participants will learn and discuss the specific practices and policies that support good client protection. The series is specifically designed for small and medium-sized financial institutions that want to start implementing client protection or want to develop their existing practices further.

CP Pathway - Webinaire 2 : Prévenir le surendettement - Une approche systémique

Tuesday, January 25, 2022 10:00 am
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25 janvier 2022,15:00pm (UK) GMT 
Le deuxième webinaire de la Série de mise en œuvre du Parcours de protection des clients  se penche sur les politiques et les pratiques liées à la prévention du surendettement des clients. Tout en mettant l'accent sur l'analyse de la capacité de remboursement, nous aborderons également d'autres processus des PSF qui peuvent aider à prévenir le surendettement. Il s'agit notamment de la conception des produits, de la formation et des incitations du personnel, et du contrôle et suivi de performance.

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À propos de la série

Le lancement du nouveau Parcours de protection des clients est l'occasion de faire le point sur la manière dont nous plaçons les clients au centre de notre travail. Pour aider les prestataires de services financiers (PSF) à continuer d'améliorer leurs pratiques en matière de protection des clients, SPTF-CERISE organise la série de mise en œuvre du parcours de protection des clients en 2021 et 2022. Les participants apprendront et aborderont des pratiques et politiques spécifiques qui permettent une bonne protection des clients. La série est spécifiquement conçue pour les petites et moyennes institutions financières qui veulent commencer à mettre en œuvre la protection des clients ou qui veulent développer davantage leurs pratiques existantes.

CP Pathway - Webinar 4: Complaints handling mechanism

Wednesday, February 09, 2022 3:00 am
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Wednesday, February 9, 2022, at 1500 ICT/0800 GMT
Click here to register.


Most FSPs provide their clients with multiple channels for communicating their grievances. But an effective complaints handling mechanism requires a systemic effort to satisfactorily address grievances. A complaints handling mechanism also offers feedback on products and processes of an FSP. Webinar four offers participants insights into how they can create an effective complaints handling mechanism that can also act as a feedback system. 

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About the series 
The new Client Protection Pathway launch provides an opportunity to take stock of how we put clients at the center of our work. To support financial service providers to continue to upgrade their client protection practices, SPTF-CERISE is hosting the Client Protection Pathway Implementation Series in 2021 and 2022. Participants will learn and discuss the specific practices and policies that support good client protection. The series is specifically designed for small and medium-sized financial institutions that want to start implementing client protection or want to develop their existing practices further. 

CP Pathway - Webinaire 3 : Assurer la transparence à l’égard du client

Thursday, February 10, 2022 10:00 am
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10 février 2022, à 15h GMT
Assurer la transparence ne doit pas être une activité ponctuelle mais doit être intégrée tout au long du parcours du client. Dans la série 3, nous soulignerons l'importance de communiquer à travers tous les points de contact avec les clients, et ce qui doit être communiqué à chaque point de contact. 
Cliquez ici pour vous inscrire.

SPTF Cerise New Logo May2021

À propos de la série
Le lancement du nouveau Parcours de protection des clients est l'occasion de faire le point sur la manière dont nous plaçons les clients au centre de notre travail. Pour aider les prestataires de services financiers (PSF) à continuer d'améliorer leurs pratiques en matière de protection des clients, SPTF-CERISE organise la série de mise en œuvre du parcours de protection des clients en 2021 et 2022. Les participants apprendront et aborderont des pratiques et politiques spécifiques qui permettent une bonne protection des clients. La série est spécifiquement conçue pour les petites et moyennes institutions financières qui veulent commencer à mettre en œuvre la protection des clients ou qui veulent développer davantage leurs pratiques existantes.

CP Pathway Implementation Series 5 - Ensuring commitment and effective implementation of client protection: The role of governance

Wednesday, April 06, 2022 3:30 am
This event does not repeat

Wednesday, April 6 @ 1530 ICT/0830 GMT
To register, click here.

Governance helps to set the culture and strategy of an organisation. Therefore, the understanding and buy-in of the board on client protection is vital to its effective implantation. This webinar will review 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.

SPTF Cerise New Logo May2021

About the series 
The new Client Protection Pathway launch provides an opportunity to take stock of how we put clients at the center of our work. To support financial service providers to continue to upgrade their client protection practices, SPTF-CERISE is hosting the Client Protection Pathway Implementation Series in 2021 and 2022. Participants will learn and discuss the specific practices and policies that support good client protection. The series is specifically designed for small and medium-sized financial institutions that want to start implementing client protection or want to develop their existing practices further. 

Seminario en línea 2 de la Serie de Implementación del Camino para la Protección al Cliente

Thursday, May 05, 2022 1:00 pm - 2:00 pm
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Seminario en línea 2 de la Serie de Implementación del Camino para la Protección al Cliente
​​​​Tema: Prevención del sobreendeudamiento - un enfoque en sistemas

jueves, 05 de mayo de 2022 1:00 pm - 2:00 pm (ET/hora de Nueva York)
Para registrarse, haga clic aquí.

El segundo seminario en línea de la Serie de implementación del Camino para la Protección al Cliente profundiza en las políticas y prácticas relacionadas con la prevención del sobreendeudamiento de los clientes. Si bien enfatizamos la evaluación de la capacidad de pago, también abordamos otros sistemas de proveedores de servicios financieros que pueden ayudar a prevenir el sobreendeudamiento. Estos incluyen el diseño de productos y procesos, la capacitación e incentivos del personal y el monitoreo. La nueva estructura de los estándares para la prevención del sobreendeudamiento será presentada por Cara Forster, Directora para Latinoamérica y el Caribe del SPTF. Gloria Ruiz, Directora de ProMujer Nicaragua, presentará la experiencia práctica de su institución en cumplir con los estándares de esta área. ProMujer Nicaragua ha logrado y retenido la Certificación en Protección al Cliente desde el 2016.

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CP Pathway Implementation Series 5: Governance (repeat webinar for SEA)

Wednesday, May 11, 2022 4:00 am - 5:00 am
This event does not repeat

Note: Repeat Webinar and DATE Change!

Wednesday, May 11th @ 1500 ICT/9am London Time/10am CEST
To register, click here.

Governance helps to set the culture and strategy of an organisation. Therefore, the understanding and buy-in of the board on client protection is vital to its effective implantation. This webinar will review 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.

SPTF Cerise New Logo May2021

About the series 
The new Client Protection Pathway launch provides an opportunity to take stock of how we put clients at the center of our work. To support financial service providers to continue to upgrade their client protection practices, SPTF-CERISE is hosting the Client Protection Pathway Implementation Series in 2021 and 2022. Participants will learn and discuss the specific practices and policies that support good client protection. The series is specifically designed for small and medium-sized financial institutions that want to start implementing client protection or want to develop their existing practices further.

CMFA Transparent and Responsible Pricing

Wednesday, May 25, 2022 10:00 am
This event does not repeat

9:00am Kingston time / 10am New York time
CLOSED Meeting

Responsible Pricing is not only about offering affordable interest rates for clients. It is also about how you disclose the interest rates, fees, and other costs while ensuring your clients are equipped to make an informed choice about the financial products that are right for them. This session, hosted by CMFA and SPTF on May 25th, features detailed explanations on this topic from Anne-Laure Behaghel, pricing expert and Client Protection Pathway Manager at SPTF. Ms. Behaghel will provide participants with key understanding about how financial institutions can price their loans in a responsible manner and ensure that they are transparently disclosed in a way that facilitates clients' understanding of their total cost and responsibilities.

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