Responsible Debt Collection in Emerging Markets
Emerging 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...
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| Format: | Working Paper |
| Language: | English en_US |
| Published: |
Washington, DC
2015
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| Subjects: | |
| Online Access: | http://documents.worldbank.org/curated/en/2012/01/24120232/responsible-debt-collection-emerging-markets http://hdl.handle.net/10986/21738 |
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okr-10986-21738 |
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oai_dc |
| repository_type |
Digital Repository |
| institution_category |
Foreign Institution |
| institution |
Digital Repositories |
| building |
World Bank Open Knowledge Repository |
| collection |
World Bank |
| language |
English en_US |
| topic |
ACCESS TO FINANCE ACCESS TO FINANCIAL SERVICES AUTOMATION BANKING CUSTOMERS BANKRUPTCY FRAMEWORKS BANKRUPTCY LEGISLATION BANKS BEST PRACTICE BEST PRACTICES BOOKLETS BORROWER BUSINESS DEVELOPMENT BUSINESS REQUIREMENTS CALL CENTER CALL CENTERS CAPABILITIES CAPABILITY CASH REPAYMENT CENTRAL BANKS CHECKS CODE OF CONDUCT COLLATERAL COLLECTION PROCESS CONSULTING FIRM CONSUMER CONSUMER COMPLAINTS CONSUMER DEBT CONSUMER FINANCE CONSUMER FINANCE MARKETS CONSUMER PROTECTION CONTRACTUAL OBLIGATIONS CONTRIBUTION CONTROL SYSTEM CONVENTIONAL LENDERS COPYRIGHT CORPORATE SOCIAL RESPONSIBILITY CREDIT BUREAU CREDIT BUREAUS CREDIT CULTURE CREDIT GROWTH CREDIT INFORMATION CREDIT MARKET CREDIT RECORD CREDITOR CREDITORS CURRENCY CURRICULUM CUSTOMER EDUCATION CUSTOMER EXPERIENCE CUSTOMER INFORMATION CUSTOMER INTERACTION CUSTOMER INTERACTIONS CUSTOMER RELATIONSHIP CUSTOMER RELATIONSHIP MANAGEMENT CUSTOMER SATISFACTION CUSTOMER SERVICE DEBT DEBT COLLECTION DEBT COLLECTION CASE DEBT COLLECTIONS DEBT COLLECTOR DEBT COLLECTORS DEBT CRISIS DEBT OBLIGATIONS DEBT RECOVERY DEBT SERVICING DEBTORS DEFAULTS DELINQUENCIES DELINQUENCY DELINQUENCY RATES DEVELOPMENT FINANCE DEVELOPMENT FINANCE INSTITUTIONS DISCRIMINATION DISPUTE RESOLUTION DIVIDENDS ECONOMIC DOWNTURN ECONOMIC GROWTH EMERGING MARKET EMERGING MARKET COUNTRIES EMERGING MARKET ECONOMIES EMERGING MARKET LENDERS EMERGING MARKETS EMERGING MARKETS ECONOMIES EMPLOYEE EMPLOYMENT HISTORY ENTREPRENEURS EXPOSURES FINANCE CORPORATION FINANCIAL CONSEQUENCES FINANCIAL CONSUMER FINANCIAL DECISIONS FINANCIAL DISTRESS FINANCIAL EDUCATION FINANCIAL INSTITUTIONS FINANCIAL INTEREST FINANCIAL LITERACY FINANCIAL MARKETS FINANCIAL PRODUCTS FINANCIAL PROVIDERS FINANCIAL REGULATORS FINANCIAL SECTOR FINANCIAL SERVICES FINANCIAL SERVICES PROVIDERS FINANCIAL SITUATION FORECLOSURE FRAUD FRAUDULENT ACTIVITIES FUTURE CONTRACTS GENDER GLOBAL RISK GOOD CREDIT GOOD CREDIT HISTORY GOVERNANCE MECHANISMS GROWTH RATES GUARANTORS HOME LOANS HUMAN RESOURCE ID INCENTIVE MECHANISMS INCOME INDEBTEDNESS INFORMAL LENDERS INFORMATION INFRASTRUCTURE INFORMATION INFRASTRUCTURES INFORMATION SYSTEMS INFORMED CONSUMERS INNOVATIVE TECHNOLOGIES INSTITUTION INTERNAL AUDIT INTERNAL CONTROLS INTERNATIONAL FINANCE INTERNATIONAL LAW INVESTING INVESTMENT ADVICE JOB CREATION JOINT LIABILITY JURISDICTION JURISDICTIONS LEADERSHIP DEVELOPMENT LEGAL FRAMEWORK LEGAL FRAMEWORKS LEGAL INFRASTRUCTURE LEGAL RECOURSE LEGAL RIGHTS LENDER LENDERS LENDING CYCLE LENDING DECISION LIABILITY LICENSES LIMITED ACCESS LIMITED ACCESS TO FINANCE LOAN LOAN DISBURSEMENT LOAN PORTFOLIOS LOAN SERVICING MARKET CONDITIONS MARKET ECONOMIES MARKET LEADERS MATERIAL MATURITY MEDIUM ENTERPRISES MFI MFIS MICROFINANCE MICROFINANCE INSTITUTIONS MOBILE PHONE MOBILE PHONES MORAL HAZARD NEGOTIABLE INSTRUMENTS OPERATIONAL RISK OUTSOURCING OUTSTANDING DEBT PERSONAL BANKRUPTCY PORTFOLIO PORTFOLIO MANAGEMENT PRIVACY PRIVATE SECTOR PRODUCT DEVELOPMENT PROPRIETORSHIP PROTECTION OF CONSUMERS PUBLIC REGISTRY QUERIES RAPID GROWTH RECEIPT RECEIPTS REGULAR PAYMENTS REGULATORY FRAMEWORK RELIABILITY REPAYMENT REPAYMENT BEHAVIOR REPAYMENT RECORDS REPOSSESSION REPOSSESSIONS REPUTATION REPUTATIONS RESOURCE MANAGEMENT RESULT RESULTS RETAIL BANKING RETAIL BUSINESS RETAIL BUSINESSES RETAIL DEBT RISK MANAGEMENT SALE SALES SECURE FUTURE SECURITIES SELF-HELP SENIOR SERVICE PROVIDERS SMALL BUSINESS SMALL BUSINESS LOANS SOCIAL RESPONSIBILITY STAKEHOLDER STAKEHOLDERS SUPERVISION SUSTAINABLE DEVELOPMENT TARGETS TERMINATION TIME OF COLLECTIONS TURNOVER TURNOVER RATES UNIQUE ID VOICE CHANNELS |
| spellingShingle |
ACCESS TO FINANCE ACCESS TO FINANCIAL SERVICES AUTOMATION BANKING CUSTOMERS BANKRUPTCY FRAMEWORKS BANKRUPTCY LEGISLATION BANKS BEST PRACTICE BEST PRACTICES BOOKLETS BORROWER BUSINESS DEVELOPMENT BUSINESS REQUIREMENTS CALL CENTER CALL CENTERS CAPABILITIES CAPABILITY CASH REPAYMENT CENTRAL BANKS CHECKS CODE OF CONDUCT COLLATERAL COLLECTION PROCESS CONSULTING FIRM CONSUMER CONSUMER COMPLAINTS CONSUMER DEBT CONSUMER FINANCE CONSUMER FINANCE MARKETS CONSUMER PROTECTION CONTRACTUAL OBLIGATIONS CONTRIBUTION CONTROL SYSTEM CONVENTIONAL LENDERS COPYRIGHT CORPORATE SOCIAL RESPONSIBILITY CREDIT BUREAU CREDIT BUREAUS CREDIT CULTURE CREDIT GROWTH CREDIT INFORMATION CREDIT MARKET CREDIT RECORD CREDITOR CREDITORS CURRENCY CURRICULUM CUSTOMER EDUCATION CUSTOMER EXPERIENCE CUSTOMER INFORMATION CUSTOMER INTERACTION CUSTOMER INTERACTIONS CUSTOMER RELATIONSHIP CUSTOMER RELATIONSHIP MANAGEMENT CUSTOMER SATISFACTION CUSTOMER SERVICE DEBT DEBT COLLECTION DEBT COLLECTION CASE DEBT COLLECTIONS DEBT COLLECTOR DEBT COLLECTORS DEBT CRISIS DEBT OBLIGATIONS DEBT RECOVERY DEBT SERVICING DEBTORS DEFAULTS DELINQUENCIES DELINQUENCY DELINQUENCY RATES DEVELOPMENT FINANCE DEVELOPMENT FINANCE INSTITUTIONS DISCRIMINATION DISPUTE RESOLUTION DIVIDENDS ECONOMIC DOWNTURN ECONOMIC GROWTH EMERGING MARKET EMERGING MARKET COUNTRIES EMERGING MARKET ECONOMIES EMERGING MARKET LENDERS EMERGING MARKETS EMERGING MARKETS ECONOMIES EMPLOYEE EMPLOYMENT HISTORY ENTREPRENEURS EXPOSURES FINANCE CORPORATION FINANCIAL CONSEQUENCES FINANCIAL CONSUMER FINANCIAL DECISIONS FINANCIAL DISTRESS FINANCIAL EDUCATION FINANCIAL INSTITUTIONS FINANCIAL INTEREST FINANCIAL LITERACY FINANCIAL MARKETS FINANCIAL PRODUCTS FINANCIAL PROVIDERS FINANCIAL REGULATORS FINANCIAL SECTOR FINANCIAL SERVICES FINANCIAL SERVICES PROVIDERS FINANCIAL SITUATION FORECLOSURE FRAUD FRAUDULENT ACTIVITIES FUTURE CONTRACTS GENDER GLOBAL RISK GOOD CREDIT GOOD CREDIT HISTORY GOVERNANCE MECHANISMS GROWTH RATES GUARANTORS HOME LOANS HUMAN RESOURCE ID INCENTIVE MECHANISMS INCOME INDEBTEDNESS INFORMAL LENDERS INFORMATION INFRASTRUCTURE INFORMATION INFRASTRUCTURES INFORMATION SYSTEMS INFORMED CONSUMERS INNOVATIVE TECHNOLOGIES INSTITUTION INTERNAL AUDIT INTERNAL CONTROLS INTERNATIONAL FINANCE INTERNATIONAL LAW INVESTING INVESTMENT ADVICE JOB CREATION JOINT LIABILITY JURISDICTION JURISDICTIONS LEADERSHIP DEVELOPMENT LEGAL FRAMEWORK LEGAL FRAMEWORKS LEGAL INFRASTRUCTURE LEGAL RECOURSE LEGAL RIGHTS LENDER LENDERS LENDING CYCLE LENDING DECISION LIABILITY LICENSES LIMITED ACCESS LIMITED ACCESS TO FINANCE LOAN LOAN DISBURSEMENT LOAN PORTFOLIOS LOAN SERVICING MARKET CONDITIONS MARKET ECONOMIES MARKET LEADERS MATERIAL MATURITY MEDIUM ENTERPRISES MFI MFIS MICROFINANCE MICROFINANCE INSTITUTIONS MOBILE PHONE MOBILE PHONES MORAL HAZARD NEGOTIABLE INSTRUMENTS OPERATIONAL RISK OUTSOURCING OUTSTANDING DEBT PERSONAL BANKRUPTCY PORTFOLIO PORTFOLIO MANAGEMENT PRIVACY PRIVATE SECTOR PRODUCT DEVELOPMENT PROPRIETORSHIP PROTECTION OF CONSUMERS PUBLIC REGISTRY QUERIES RAPID GROWTH RECEIPT RECEIPTS REGULAR PAYMENTS REGULATORY FRAMEWORK RELIABILITY REPAYMENT REPAYMENT BEHAVIOR REPAYMENT RECORDS REPOSSESSION REPOSSESSIONS REPUTATION REPUTATIONS RESOURCE MANAGEMENT RESULT RESULTS RETAIL BANKING RETAIL BUSINESS RETAIL BUSINESSES RETAIL DEBT RISK MANAGEMENT SALE SALES SECURE FUTURE SECURITIES SELF-HELP SENIOR SERVICE PROVIDERS SMALL BUSINESS SMALL BUSINESS LOANS SOCIAL RESPONSIBILITY STAKEHOLDER STAKEHOLDERS SUPERVISION SUSTAINABLE DEVELOPMENT TARGETS TERMINATION TIME OF COLLECTIONS TURNOVER TURNOVER RATES UNIQUE ID VOICE CHANNELS International Finance Corporation Responsible Debt Collection in Emerging Markets |
| description |
Emerging 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. |
| format |
Working Paper |
| author |
International Finance Corporation |
| author_facet |
International Finance Corporation |
| author_sort |
International Finance Corporation |
| title |
Responsible Debt Collection in Emerging Markets |
| title_short |
Responsible Debt Collection in Emerging Markets |
| title_full |
Responsible Debt Collection in Emerging Markets |
| title_fullStr |
Responsible Debt Collection in Emerging Markets |
| title_full_unstemmed |
Responsible Debt Collection in Emerging Markets |
| title_sort |
responsible debt collection in emerging markets |
| publisher |
Washington, DC |
| publishDate |
2015 |
| url |
http://documents.worldbank.org/curated/en/2012/01/24120232/responsible-debt-collection-emerging-markets http://hdl.handle.net/10986/21738 |
| _version_ |
1764449087356141568 |
| spelling |
okr-10986-217382021-04-23T14:04:04Z Responsible Debt Collection in Emerging Markets International Finance Corporation ACCESS TO FINANCE ACCESS TO FINANCIAL SERVICES AUTOMATION BANKING CUSTOMERS BANKRUPTCY FRAMEWORKS BANKRUPTCY LEGISLATION BANKS BEST PRACTICE BEST PRACTICES BOOKLETS BORROWER BUSINESS DEVELOPMENT BUSINESS REQUIREMENTS CALL CENTER CALL CENTERS CAPABILITIES CAPABILITY CASH REPAYMENT CENTRAL BANKS CHECKS CODE OF CONDUCT COLLATERAL COLLECTION PROCESS CONSULTING FIRM CONSUMER CONSUMER COMPLAINTS CONSUMER DEBT CONSUMER FINANCE CONSUMER FINANCE MARKETS CONSUMER PROTECTION CONTRACTUAL OBLIGATIONS CONTRIBUTION CONTROL SYSTEM CONVENTIONAL LENDERS COPYRIGHT CORPORATE SOCIAL RESPONSIBILITY CREDIT BUREAU CREDIT BUREAUS CREDIT CULTURE CREDIT GROWTH CREDIT INFORMATION CREDIT MARKET CREDIT RECORD CREDITOR CREDITORS CURRENCY CURRICULUM CUSTOMER EDUCATION CUSTOMER EXPERIENCE CUSTOMER INFORMATION CUSTOMER INTERACTION CUSTOMER INTERACTIONS CUSTOMER RELATIONSHIP CUSTOMER RELATIONSHIP MANAGEMENT CUSTOMER SATISFACTION CUSTOMER SERVICE DEBT DEBT COLLECTION DEBT COLLECTION CASE DEBT COLLECTIONS DEBT COLLECTOR DEBT COLLECTORS DEBT CRISIS DEBT OBLIGATIONS DEBT RECOVERY DEBT SERVICING DEBTORS DEFAULTS DELINQUENCIES DELINQUENCY DELINQUENCY RATES DEVELOPMENT FINANCE DEVELOPMENT FINANCE INSTITUTIONS DISCRIMINATION DISPUTE RESOLUTION DIVIDENDS ECONOMIC DOWNTURN ECONOMIC GROWTH EMERGING MARKET EMERGING MARKET COUNTRIES EMERGING MARKET ECONOMIES EMERGING MARKET LENDERS EMERGING MARKETS EMERGING MARKETS ECONOMIES EMPLOYEE EMPLOYMENT HISTORY ENTREPRENEURS EXPOSURES FINANCE CORPORATION FINANCIAL CONSEQUENCES FINANCIAL CONSUMER FINANCIAL DECISIONS FINANCIAL DISTRESS FINANCIAL EDUCATION FINANCIAL INSTITUTIONS FINANCIAL INTEREST FINANCIAL LITERACY FINANCIAL MARKETS FINANCIAL PRODUCTS FINANCIAL PROVIDERS FINANCIAL REGULATORS FINANCIAL SECTOR FINANCIAL SERVICES FINANCIAL SERVICES PROVIDERS FINANCIAL SITUATION FORECLOSURE FRAUD FRAUDULENT ACTIVITIES FUTURE CONTRACTS GENDER GLOBAL RISK GOOD CREDIT GOOD CREDIT HISTORY GOVERNANCE MECHANISMS GROWTH RATES GUARANTORS HOME LOANS HUMAN RESOURCE ID INCENTIVE MECHANISMS INCOME INDEBTEDNESS INFORMAL LENDERS INFORMATION INFRASTRUCTURE INFORMATION INFRASTRUCTURES INFORMATION SYSTEMS INFORMED CONSUMERS INNOVATIVE TECHNOLOGIES INSTITUTION INTERNAL AUDIT INTERNAL CONTROLS INTERNATIONAL FINANCE INTERNATIONAL LAW INVESTING INVESTMENT ADVICE JOB CREATION JOINT LIABILITY JURISDICTION JURISDICTIONS LEADERSHIP DEVELOPMENT LEGAL FRAMEWORK LEGAL FRAMEWORKS LEGAL INFRASTRUCTURE LEGAL RECOURSE LEGAL RIGHTS LENDER LENDERS LENDING CYCLE LENDING DECISION LIABILITY LICENSES LIMITED ACCESS LIMITED ACCESS TO FINANCE LOAN LOAN DISBURSEMENT LOAN PORTFOLIOS LOAN SERVICING MARKET CONDITIONS MARKET ECONOMIES MARKET LEADERS MATERIAL MATURITY MEDIUM ENTERPRISES MFI MFIS MICROFINANCE MICROFINANCE INSTITUTIONS MOBILE PHONE MOBILE PHONES MORAL HAZARD NEGOTIABLE INSTRUMENTS OPERATIONAL RISK OUTSOURCING OUTSTANDING DEBT PERSONAL BANKRUPTCY PORTFOLIO PORTFOLIO MANAGEMENT PRIVACY PRIVATE SECTOR PRODUCT DEVELOPMENT PROPRIETORSHIP PROTECTION OF CONSUMERS PUBLIC REGISTRY QUERIES RAPID GROWTH RECEIPT RECEIPTS REGULAR PAYMENTS REGULATORY FRAMEWORK RELIABILITY REPAYMENT REPAYMENT BEHAVIOR REPAYMENT RECORDS REPOSSESSION REPOSSESSIONS REPUTATION REPUTATIONS RESOURCE MANAGEMENT RESULT RESULTS RETAIL BANKING RETAIL BUSINESS RETAIL BUSINESSES RETAIL DEBT RISK MANAGEMENT SALE SALES SECURE FUTURE SECURITIES SELF-HELP SENIOR SERVICE PROVIDERS SMALL BUSINESS SMALL BUSINESS LOANS SOCIAL RESPONSIBILITY STAKEHOLDER STAKEHOLDERS SUPERVISION SUSTAINABLE DEVELOPMENT TARGETS TERMINATION TIME OF COLLECTIONS TURNOVER TURNOVER RATES UNIQUE ID VOICE CHANNELS Emerging 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. 2015-04-14T21:02:55Z 2015-04-14T21:02:55Z 2012 Working Paper http://documents.worldbank.org/curated/en/2012/01/24120232/responsible-debt-collection-emerging-markets http://hdl.handle.net/10986/21738 English en_US CC BY-NC-ND 3.0 IGO http://creativecommons.org/licenses/by-nc-nd/3.0/igo/ International Finance Corporation Washington, DC Publications & Research Publications & Research :: Working Paper |