International Finance Corporation2015-04-142015-04-142012https://hdl.handle.net/10986/21738Emerging market economies have been experiencing high credit growth and high delinquency rates amongst retail banking customers in recent years. However, collections practices have not always kept pace with this rapid growth; many collectors still rely on relatively unstructured processes and weak oversight frameworks. It is therefore important to consider how fair and ethical treatment of borrowers can be better promoted in these markets. To this end, International Finance Corporation (IFC) commissioned a study in 2009 to examine the question of what guiding principles should financial institutions follow to raise their responsible and ethical standards in collections. IFC has subsequently commissioned Oliver Wyman to study existing global retail debt collections practices and recommend tangible actions that lenders and collectors can take to promote responsible and ethical standards in the field. The conclusions of this study are based on field research conducted by IFC and Oliver Wyman, industry experts analysis and opinion, and a survey of institutions in 20 emerging markets.en-USCC BY-NC-ND 3.0 IGOACCESS TO FINANCEACCESS TO FINANCIAL SERVICESAUTOMATIONBANKING CUSTOMERSBANKRUPTCY FRAMEWORKSBANKRUPTCY LEGISLATIONBANKSBEST PRACTICEBEST PRACTICESBOOKLETSBORROWERBUSINESS DEVELOPMENTBUSINESS REQUIREMENTSCALL CENTERCALL CENTERSCAPABILITIESCAPABILITYCASH REPAYMENTCENTRAL BANKSCHECKSCODE OF CONDUCTCOLLATERALCOLLECTION PROCESSCONSULTING FIRMCONSUMERCONSUMER COMPLAINTSCONSUMER DEBTCONSUMER FINANCECONSUMER FINANCE MARKETSCONSUMER PROTECTIONCONTRACTUAL OBLIGATIONSCONTRIBUTIONCONTROL SYSTEMCONVENTIONAL LENDERSCOPYRIGHTCORPORATE SOCIAL RESPONSIBILITYCREDIT BUREAUCREDIT BUREAUSCREDIT CULTURECREDIT GROWTHCREDIT INFORMATIONCREDIT MARKETCREDIT RECORDCREDITORCREDITORSCURRENCYCURRICULUMCUSTOMER EDUCATIONCUSTOMER EXPERIENCECUSTOMER INFORMATIONCUSTOMER INTERACTIONCUSTOMER INTERACTIONSCUSTOMER RELATIONSHIPCUSTOMER RELATIONSHIP MANAGEMENTCUSTOMER SATISFACTIONCUSTOMER SERVICEDEBTDEBT COLLECTIONDEBT COLLECTION CASEDEBT COLLECTIONSDEBT COLLECTORDEBT COLLECTORSDEBT CRISISDEBT OBLIGATIONSDEBT RECOVERYDEBT SERVICINGDEBTORSDEFAULTSDELINQUENCIESDELINQUENCYDELINQUENCY RATESDEVELOPMENT FINANCEDEVELOPMENT FINANCE INSTITUTIONSDISCRIMINATIONDISPUTE RESOLUTIONDIVIDENDSECONOMIC DOWNTURNECONOMIC GROWTHEMERGING MARKETEMERGING MARKET COUNTRIESEMERGING MARKET ECONOMIESEMERGING MARKET LENDERSEMERGING MARKETSEMERGING MARKETS ECONOMIESEMPLOYEEEMPLOYMENT HISTORYENTREPRENEURSEXPOSURESFINANCE CORPORATIONFINANCIAL CONSEQUENCESFINANCIAL CONSUMERFINANCIAL DECISIONSFINANCIAL DISTRESSFINANCIAL EDUCATIONFINANCIAL INSTITUTIONSFINANCIAL INTERESTFINANCIAL LITERACYFINANCIAL MARKETSFINANCIAL PRODUCTSFINANCIAL PROVIDERSFINANCIAL REGULATORSFINANCIAL SECTORFINANCIAL SERVICESFINANCIAL SERVICES PROVIDERSFINANCIAL SITUATIONFORECLOSUREFRAUDFRAUDULENT ACTIVITIESFUTURE CONTRACTSGENDERGLOBAL RISKGOOD CREDITGOOD CREDIT HISTORYGOVERNANCE MECHANISMSGROWTH RATESGUARANTORSHOME LOANSHUMAN RESOURCEIDINCENTIVE MECHANISMSINCOMEINDEBTEDNESSINFORMAL LENDERSINFORMATION INFRASTRUCTUREINFORMATION INFRASTRUCTURESINFORMATION SYSTEMSINFORMED CONSUMERSINNOVATIVE TECHNOLOGIESINSTITUTIONINTERNAL AUDITINTERNAL CONTROLSINTERNATIONAL FINANCEINTERNATIONAL LAWINVESTINGINVESTMENT ADVICEJOB CREATIONJOINT LIABILITYJURISDICTIONJURISDICTIONSLEADERSHIP DEVELOPMENTLEGAL FRAMEWORKLEGAL FRAMEWORKSLEGAL INFRASTRUCTURELEGAL RECOURSELEGAL RIGHTSLENDERLENDERSLENDING CYCLELENDING DECISIONLIABILITYLICENSESLIMITED ACCESSLIMITED ACCESS TO FINANCELOANLOAN DISBURSEMENTLOAN PORTFOLIOSLOAN SERVICINGMARKET CONDITIONSMARKET ECONOMIESMARKET LEADERSMATERIALMATURITYMEDIUM ENTERPRISESMFIMFISMICROFINANCEMICROFINANCE INSTITUTIONSMOBILE PHONEMOBILE PHONESMORAL HAZARDNEGOTIABLE INSTRUMENTSOPERATIONAL RISKOUTSOURCINGOUTSTANDING DEBTPERSONAL BANKRUPTCYPORTFOLIOPORTFOLIO MANAGEMENTPRIVACYPRIVATE SECTORPRODUCT DEVELOPMENTPROPRIETORSHIPPROTECTION OF CONSUMERSPUBLIC REGISTRYQUERIESRAPID GROWTHRECEIPTRECEIPTSREGULAR PAYMENTSREGULATORY FRAMEWORKRELIABILITYREPAYMENTREPAYMENT BEHAVIORREPAYMENT RECORDSREPOSSESSIONREPOSSESSIONSREPUTATIONREPUTATIONSRESOURCE MANAGEMENTRESULTRESULTSRETAIL BANKINGRETAIL BUSINESSRETAIL BUSINESSESRETAIL DEBTRISK MANAGEMENTSALESALESSECURE FUTURESECURITIESSELF-HELPSENIORSERVICE PROVIDERSSMALL BUSINESSSMALL BUSINESS LOANSSOCIAL RESPONSIBILITYSTAKEHOLDERSTAKEHOLDERSSUPERVISIONSUSTAINABLE DEVELOPMENTTARGETSTERMINATIONTIME OF COLLECTIONSTURNOVERTURNOVER RATESUNIQUE IDVOICE CHANNELSWorking PaperInternational Finance Corporation10.1596/21738